Director Lab Outreach and Client Services

Overview

PRIMARY PURPOSE

Leads the operations and strategic planning of Advocate Health’s Enterprise Laboratory Client Services, Outreach growth and service and connectivity support. This role involves leading a sales team, managing key client relationships, and collaborating with other departments to ensure the company’s sales objectives are met. Oversite of laboratory Client Services that is a 24/7 operation for inbound and outbound calls for Advocate Health providers and outreach clients. Maintains strong collaboration and relationships with internal laboratory leaders and Advocate business partners to align with corporate strategies, initiatives, process, and procedures.  

• Develop and execute effective sales strategies to achieve company revenue and growth targets.
• Oversee the sales pipeline, ensuring timely follow-up and conversion of leads into sales.
• Responsible for driving outreach business growth and achieving company's sales objectives. 
• Drives and leads the Outreach connectivity/Interface program to connect to outreach client’s EMR systems. Expands relationships with clients by implementing bi-directional and unidirectional laboratory interfaces. Collaborates with information systems staff on the maintenance of software and on equipment issues for outreach clients. Acts as a resource to staff on information system related issues and questions.
• Directs and oversees the efficient operation for Enterprise laboratory Client Services. This includes the Enterprise Call Center, and the Outreach support team.
• Responsible for customer service support for facilities and physician offices through efficient and expert use of all information systems used across the enterprise including consultation to clients/providers on laboratory updates, specimen requirements, add-on testing, concerns impacting patient care and process improvement.
• Oversees the development and management of outreach Client Relationship Management (CRM) tools. Facilitates development, training, and implementation of the software system for the enterprise. Leads the departmental blueprinting process and managers the CRM integration and adoption program.
• Serves as the liaison between the client and the legal team during contract negotiations, updating of current contracts, interface agreements, and other agreement and contract issues.
• Collaborates with Medical Directors and Lab operations on all critical call policies and Enterprise Health Record (EHR) work cue creation and follow up for directed physician calls.
• Maintains system standards for timely inbound and outbound calls.
• Oversees the Enterprise lab client base internal support function, account maintenance, and solving complex problems for internal and external clients in support of the sales team. Ensures account information is up-to-date in the system, which includes client demographics, logistics, system security, and information related to the web-based electronic lab test process. 
   

• Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
• Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives. Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations, and laws applicable to the organization's business.

Level of Education: Bachelor of Science 

Field of Study (if applicable): Laboratory Medicine, Business

Years of Experience: 7 

Describe Type Experience:  Must have at least 5 years of management experience overseeing customer service and sales account functions.