Senior Account Manager

Lighthouse Lab Services is the nation's premier laboratory consulting, management, and recruiting company with a collaborative team of scientists, consultants, and industry experts.

Within our teams, Lighthouse enjoys a rewarding atmosphere built on teamwork, recognition, and growth. This atmosphere enables us to provide innovative solutions and extraordinary client service to fulfill our mission of making quality laboratory testing more accessible.

We are looking for a remote Senior Account Manager to join a growing team that offers excellent customer service to our clients. 

POSITION SUMMARY

The Senior Account Manager will serve as the client expert and focus on supporting the daily relationships with our managed lab clients, comprised of toxicology and molecular diagnostics testing for ongoing support in addition to identifying areas of growth for client and LLS for continued and long-term successes.

The incumbent is responsible for daily documentation regarding clients, file maintenance, and excellent customer support for our clients and LLS departments, while adhering to department and company goals, policies, and deadlines.

Qualifications

Bachelor's degree in Business, Healthcare Administration, Accounting, Finance, or closely related field.  Minimum of 5 years as Account Manager in the healthcare or clinical laboratory space required (or equivalent experience and education).  Prior experience with EMR and Microsoft Office preferred. 

Knowledge Requirements

• Outstanding communication skills with a thoughtful and collaborative approach to relationships.
• Client focus, attention to detail, proactive approach for conflict resolution and finding solutions.
• Comfortable with difficult conversations with Clients regarding topics like billings, invoicing, turn-around-times, etc.
• Ability to handle multiple projects and tasks at once while maintaining excellent composure.
• Ability to synthesize information from all resources to make recommendations and referrals for growth opportunities with LLS and a path for client satisfaction and retention.
• Highly organized and ability to prioritize client and LLS objectives.
• Outstanding written and verbal communication skills.
• Microsoft Office (e.g. Outlook, Word) experience required.

BASIC DUTIES INCLUDE, BUT NOT LIMITED TO

• Develop and maintain positive working relationships with assigned client base and internal LLS teams to maximize client satisfaction and retention.
• Trains all new staff including documentation of all competencies and sign off.
• Conducts and coordinates monthly training/refresher sessions for Account Managers/Specialists with Supervisor sign off.
• Monthly audit of new account set up, including SharePoint, Account Folders, Net Suite and Compass of Specialist/Account Managers.
• Monitors audits, including completion and follow-up with staff on areas for improvement and/or areas of success in conjunction with Supervisor.
• Executes special projects and additional duties as assigned by Account Management Supervisor/Director.
• Work cross-functionally to provide key customer feedback and process improvements.
• Provide excellent client interaction, while managing and keeping interactions and relationships positive.
• Desire to question, probe, and/or challenge clients and/or internal teams in order to ensure ultimate needs are met.
• Creative use of problem-solving skills to ensure clients are satisfied.
• Ability to reconcile data from multiple sources to continually drive value for customer satisfaction and retention.
• Proactively facilitate client outreach, including but not limited to check-in calls, meetings, emails, and texts.
• Be available and flexible on time spent throughout the day to field ongoing client questions and address accordingly.