Responsible for developing and cultivating long-term customer relationships and secure customer/revenue retention for the Company, always looking to expand our product and services through upselling.
Shields customer from Quest's complexity. Provides single point of objective business support and provides key client insights to Quest Senior Leadership. A collaborative liaison who helps customers achieve their goals, manages contract and financial aspects, and advocates when necessary to see resolution of their issues. This position may work remotely.
Primary co-lab account owner. Client group will consist of mostly health systems clients of medium/large size and complexity, but with a small health systems clients as may be required.
Identify new opportunities and work with health systems/co-lab leadership to develop strategies, tactics and resource plans necessary to drive profitable growth.
Understand and interpret laboratory management contracts and drive appropriate execution. Manage process to amend and renew contracts for assigned accounts as directed by changes in hospital requirements and approved by the Business and/or Lab Advisory Committees.
Develop relationships with business and medical senior leadership and key contacts at hospital clients and represent Quest Diagnostics on the Business Committee as assigned.
Proactively partner with Commercial and Operations teams to ensure smooth transition of new customers and maintenance to minimize business risk.
Develop strategic plans to reduce attrition and at-risk customers. Participates in new customer onboarding and optimizing customer service levels, acting as a main point of contact and communication point between the customer and various internal Quest functions, including, but not limited to, regional Lab Ops, co-lab center-led functions (BD, Supply Chain, Finance), and other Customer Support functions.
Responsible for maintenance of contracted services and management of P&L.
Connect regularly with customer C-suite and laboratory leadership continue to see and appreciate our value proposition.
Lead and conduct required Business Committee and Lab Committee meetings and voting.
Complete Business reviews for Top 200 hospital clients.
Required Work Experience:
Minimum of 8 – 10 years' experience in a high volume, health system customer services environment, direct or adjacent.
Must have a global understanding of department functions.
Knowledge:
Customer service background—problem solver.
Possess strong general business acumen, understanding financials and metrics (P&L, pricing, billing knowledge).
Skills:
Strong presentation and Executive Presence; proven track record of gaining access and build trust with key leaders, able to articulate business needs and objectives.
Excellent interpersonal and communication skills, including the ability to communicate complex issues clearly and concisely, both written and verbal.
Ability to understand and articulate strengths, weaknesses, opportunities and threats in competitive offerings.