Client Relationship Manager

This is a fully remote position, open to applicants in New Mexico.

📋 Description

• Provide exceptional service and monitor customer accounts with a high level of professionalism.

• Retain existing client accounts while actively seeking new business opportunities within the assigned territory.

• Cultivate and sustain internal and external client relationships.

• Facilitate communication across all departments of TriCore related to customer service.

• Deliver ongoing service and resolve issues for the customer base.

• Uphold and promote a positive image of the laboratory within the community.

• Conduct customer training as necessary.

• Travel is required.

• Establish, develop, monitor, and maintain relationships with our customers.

• Monitor and aid in ensuring customer accounts are appropriately established.

• Support client billing initiatives related to customers to ensure accuracy and currency.

• Document and resolve customer concerns, assist with monitoring new client accounts, and identify and address all service issues.

• Meet with all assigned customers according to the designated monthly call cycle, providing necessary support to retain and expand existing clients while growing healthcare accounts to meet or exceed organizational sales objectives.

• Prepare and submit proposals for new accounts as required, consistent with pricing policy and review procedures.

• Manage requirements within the Laboratory Service Agreement contracts.

• Exercise a high degree of independent judgment when resolving problems and assisting customers.

• Foster and maintain relationships with customers and TriCore Leadership.

• Address customer concerns with the aim of enhancing satisfaction.

• Provide training to customers regarding problem trends, completing requisitions, contacting TriCore, reading reports and invoices, connectivity solutions, and courier services for sponsor clients.

• If applicable, deliver training and consulting services to clients regarding OSHA or phlebotomy.

• Attend, participate in, and/or facilitate meetings as requested by TriCore.

• Assist in the development of relevant marketing tools as needed.

• Install and troubleshoot TriCore Portal, TriCore Direct, and printers. Aid in the delivery of supplies, requisition forms, courier services, and customer training.

• Ensure that all relevant personnel are informed of system modifications and that such changes are documented. Follow up on changes to ensure user needs are being addressed.

• Analyze and assist both internal and external clients with the implementation and installation of outreach connectivity, analyzing client workflow processes and procedures to recommend suitable Outreach solutions.

• Identify and communicate any system or operational problems related to the assigned application IT or customer hospital IT.

• Coordinate solutions for hardware and peripheral equipment issues for customers.

• Support the installation of connectivity by coordinating schedules with both clients and Outreach Applications Analysts.

• Maintain expertise in relevant computer systems such as Antrim, Rhodes, Sunquest, PowerPath, Sales Force, Epic, Cerner, and Liberty.

• Check client centrifuges according to procedures and complete necessary paperwork for current and new accounts: physician acknowledgments, printer installation, special pricing, connectivity, etc.

• Disseminate information to customers and employees as appropriate.

• Maintain records in Sales Force.

• Uphold high standards of technical knowledge regarding testing, testing changes, and M.D. specialties.

• Submit weekly and monthly mandatory reports as required by management.

• Provide feedback to Marketing and Tech Support, and TriCore Operations in developing effective and professional sales and training materials for capabilities and services.

⛳️ Requirements

• Associate's degree (or equivalent industrial experience) in a related field.

• Must meet one of the following: Three (3) years of relevant experience OR an equivalent combination of education and experience totaling five (5) years of experience.

• Must be willing to travel as needed (up to 75% of the time).

• Must work in the field a minimum of four days per week.

• Achieve a good grade on the alphanumeric typing test (4000-5,999 keystrokes).

🏝️ Benefits

• Medical, dental, vision, and life insurance.

• 401(k) retirement plan with employer matching.

• Paid time off (PTO).

• Paid holidays.

• Opportunities for continuous learning.

• Education assistance.

• Wellness programs.

• Career advancement.