Client Service Representative

Healthcare Heroes Opportunity

Multi-tasking is your middle name. You've got great typing skills, a passion for solving problems, and a way of explaining things that helps people feel valued. You're also looking for great benefits, the support of an all-star team, and an opportunity to grow your career. The ideal candidate will maintain current client base using established client service techniques/processes to retain market share.

Join our team! Our mission is to advance the health and wellbeing of our communities as a leader in clinical laboratory solutions. Quality is in our DNA -- is it in yours?

This opportunity is:

Location: Lexington Kentucky or London Kentucky

Days: Monday - Friday

Hours: 8am - 5pm

Full-time: Benefit Eligible

In this role, you will:

• Serve as a primary point of contact for small revenue
• Assess client needs and service quality using established protocols, identifying trends and opportunities to improve internal processes and enhance the client experience
• Collaborate with Territory Account Executives, Client Service Representatives and Sales/Marketing leadership to support account growth strategies, upsell opportunities, and ongoing service alignment
• Assist with occasional new client onboarding, including coordination and support for initial account set-up and basic PC installation to ensure smooth integration with laboratory systems and workflows
• Generate and analyze client utilization reports, address service concerns, and coordinate with laboratory operations to implement improvements in service delivery
• Investigate and resolve client/patient billing inquiries related to laboratory testing, ensuring issues are addressed promptly, accurately, and in accordance with compliance standards
• Educate clients on additional test offerings, new panels, and specialized diagnostic services, supporting increased test volume and value-added engagement
• Provide internal support for Client Service Representatives, Account Executives, and management by relaying client feedback, assisting with service follow-ups and contributing to service innovation efforts
• Accurately document all client interactions and service touchpoints in CRM or internal tracking systems to support continuity of care, ensure follow-up, and inform team collaboration
• Perform other related responsibilities as assigned to support department and organizational needs

All you need is:

• Business-related BS/BA degree or equivalent preferred
• Minimum of 1 -2 years of experience in client services or customer service; experience in a laboratory or medical billing environment is preferred
• Strong ability to work collaboratively as part of a team
• Demonstrated problem-solving skills and adaptability in a dynamic work environment
• Excellent phone and written communication skills and a professional demeanor

We'll give you:

• Appreciation of your work
• A feeling of satisfaction that you've helped people
• Opportunity to grow in your profession
• Free lab services for you and your dependents
• Work-life balance, including Paid Time Off and Paid Holidays
• Competitive benefits including medical, dental, and vision insurance
• Help saving for retirement, with a 401(k) plus a company match
• A sense of belonging - we're a community!

Scheduled Weekly Hours: 40

Work Shift:

Job Category: Laboratory Operations

Company: Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.