Client Service Representative

Job Functions, Duties, Responsibilities and Position Qualifications

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 of #HealthcareHeroes! 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

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 clinical laboratory clients, maintaining consistent communication via phone, email, and virtual meetings with a minimum of 80 clients per week to ensure high levels of satisfaction and retention.
• 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 :

We'll give you :

Scheduled Weekly Hours : 40

Work Shift : 1st Shift (United States of America)

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.