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Clinical Services Manager

Job Summary:


Responsible for the overall management of multiple clients and teammates.  Provide great customer service, resolve procedural problems, ensure deadlines are being met, and generate reports as required.  Ensure that clients receive results and client issues are addressed in a timely manner.  Communicate with laboratories, collection sites and other departments as necessary to resolve client issues.  Proactively identify and implement ways to meet and exceed service expectations provided to clients.  Provide essential input in developing best practices for department and development of new programs.  Hires, trains and provides supervision to staffing account management team.


Essential Duties and Accountabilities:



  • Emanate FSSolutions core values

  • Shares all essential duties and accountabilities as Clinical Services Account Coordinator or Support Specialist (if needed)

  • Generalized reporting when requested

  • Team Responsibilities



    • Interview, hire, train, and supervise all direct reports

    • Assist in developing departmental best practices



      • Document and maintain all departmental procedures

      • Create, implement, and maintain new and current teammate training plan not limited to but including the FSSUniversity trainings

      • Ensure staff follows all federal and state regulations, client protocols and company procedures.


    • Foster Employee Growth



      • Complete yearly reviews and work with employees to create their own individual goals

      • Provide scorecards and metrics to teams regularly

      • Complete one on ones with all direct reports

      • Provide employees with feedback, opportunities, and experiences necessary for development, real time

      • Maintain employee files and documentation regarding performance

      • Complete escalation processes (i.e. communication logs or pips) when necessary


    • Conduct team meetings

    • Conduct team building activities

    • Implement any departmental changes


  • Client Responsibilities



    • Ensure all Department SLAs are being met

    • Independently resolve client concerns and follow up appropriately regarding pending issues. Proactively identify changes to improve service.

    • Work directly with clinic and lab, escalating to clinic or lab leadership as necessary and ensure resolution and update to client in a timely manner once involved

    • Ensures any client updates are documented, coordinating with other departments as necessary

    • Ensure content being released to client is appropriate, relevant, and accurate


  • Finance



    • Ensure billing is processed timely and accurately

    • Ensure Clinical Finance folder is up to date

    • Identifies areas to increase revenue and/or profits within the department


  • Enhancements



    • Provide End User Testing for new IT development, identifying issues and recommending enhancements.


  • Other responsibilities and duties, as assigned


Education:


High School Diploma/GED (required)


Experience:


Three years of customer service, account manager and general office experience required.


Competencies Needed:



  • Strong computer skills and experience with Microsoft Office, particularly in Excel,

  • Excellent Customer Service skills and ability to show good judgment and convey professionalism when dealing with clients and challenging situations.

  • Detail oriented with mathematical aptitude.

  • Independent worker.

  • Dedicated and goal oriented with ability to prioritize and meet deadlines.

  • Strong interpersonal and communication skills are essential.


Working conditions:


General office setting with modern equipment. Must possess visual and audio skills and excellent verbal and written communication skills to complete above listed duties. Must be able to sit ninety (90%) of scheduled work hours. Must be able to lift and carry 30 lbs. Must be able to reach, stretch, and use step ladder as necessary for filing.


Physical requirements:


 The Physical requirements described herein are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with disabilities, who are otherwise qualified, to perform the primary functions.


Job classification: 


 Exempt




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