Associate Account Manager

Associate Account Manager – Laboratory Operations & Client Success

Department: Sales & Marketing
Company: Trilab Health
Job Type: Full-Time, Exempt

Salary: $50,000 Anually
Location: Onsite and Field (Remote) Travel required up to 50% of the time. Some overnight may be included

Position Overview

Trilab Health is seeking an experienced and highly organized Associate Account Manager to support our Sales & Marketing team by serving as the operational liaison between clients, laboratory departments, logistics, and commercial operations.

This role is ideal for an individual with prior laboratory experience and a strong understanding of laboratory workflows, client onboarding, and Laboratory Information Systems (LIS), particularly Orchard Harvest. The Associate Account Manager plays a critical role in ensuring new and existing provider accounts receive exceptional support throughout the client lifecycle—from implementation and connectivity to ongoing account management and issue resolution.

The successful candidate will work cross-functionally with Sales, Client Services, Logistics, Accessioning, Billing, IT, and Laboratory Operations to deliver an outstanding customer experience while supporting Trilab Health's continued growth.

Key Responsibilities

Account Management & Client Success

• Serve as the primary operational contact for assigned provider accounts.
• Build and maintain strong relationships with physicians, practice managers, treatment centers, and healthcare organizations.
• Support new client onboarding and ensure seamless implementation of laboratory services.
• Conduct account check-ins and proactively identify opportunities to improve client satisfaction.
• Coordinate resolution of client concerns and ensure timely follow-up.
• Assist the sales team with account retention and customer engagement initiatives.

Orchard LIS & Laboratory Operations

• Utilize Orchard Harvest Laboratory Information System to support client account setup and maintenance.
• Create, maintain, and update provider profiles, collection sites, test menus, client information, and reporting preferences.
• Troubleshoot basic Orchard workflow and account-related issues while coordinating with IT and laboratory departments when necessary.
• Monitor specimen workflow, order status, and reporting accuracy.
• Support connectivity projects including EMR/EHR integrations and electronic reporting initiatives.

Sales & Business Development Support

• Partner with Business Development Representatives and Sales Leadership to facilitate successful client implementations.
• Assist with preparing client presentations, proposals, onboarding materials, and operational documentation.
• Coordinate communication between laboratory departments and commercial teams.
• Support contract implementation and service transitions.
• Maintain accurate CRM and account documentation.

Operational Coordination

• Collaborate with Logistics, Accessioning, Molecular, Toxicology, General Chemistry, Billing, and Customer Service teams to ensure efficient service delivery.
• Coordinate courier logistics, specimen collection supplies, and client inventory requests.
• Track service issues and work with internal departments to implement corrective actions.
• Monitor turnaround times and client performance metrics.
• Participate in process improvement initiatives to enhance operational efficiency.

Reporting & Analytics

• Prepare account performance reports and client utilization summaries.
• Analyze laboratory activity and identify trends affecting client satisfaction.
• Monitor service KPIs, turnaround times, specimen volumes, and operational metrics.
• Maintain accurate documentation of client interactions and operational updates.

Qualifications

• Bachelor's degree in Healthcare Administration, Business, Life Sciences, Marketing, or a related field (or equivalent experience).
• Minimum 2 years of experience in a clinical laboratory, healthcare organization, or laboratory operations environment.
• Working knowledge of Orchard Harvest Laboratory Information System (LIS).
• Understanding of laboratory workflows including specimen collection, accessioning, testing, reporting, and client services.
• Excellent customer service and relationship management skills.
• Strong organizational and project management abilities.
• Exceptional written and verbal communication skills.
• Advanced proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

Preferred

• Experience supporting physician offices, treatment centers, hospitals, or reference laboratories.
• Experience with CRM platforms.
• Knowledge of CLIA, COLA, HIPAA, and laboratory regulatory requirements.
• Experience supporting laboratory implementations or client onboarding projects.
• Familiarity with EMR/EHR integrations and electronic laboratory reporting.

Core Competencies

• Client Relationship Management
• Account Coordination
• Orchard Harvest LIS
• Healthcare Operations
• Laboratory Workflow Knowledge
• Project Coordination
• Process Improvement
• Problem Solving
• Communication & Presentation
• Cross-Functional Collaboration
• Time Management
• Attention to Detail

Physical Requirements

• Ability to work in an office and laboratory environment.
• Occasional travel to client locations throughout the Chicagoland area.
• Ability to sit, stand, and use a computer for extended periods.
• Ability to lift up to 20 pounds when handling marketing materials or laboratory supplies.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k)
• Paid Time Off
• Paid Holidays
• Professional Development Opportunities
• Career Advancement Opportunities

About Trilab Health

Trilab Health is a physician-founded and physician-led clinical laboratory dedicated to delivering high-quality diagnostic services with unmatched precision, transparency, and care. Our laboratory specializes in Toxicology, Molecular Diagnostics, General Chemistry, and Hematology while supporting healthcare providers with fast turnaround times, responsive client service, and clinically meaningful diagnostics.

Our mission is to empower healthcare providers with accurate laboratory insights, exceptional customer support, and innovative diagnostic solutions that improve patient outcomes. Through collaboration, operational excellence, and a patient-first approach, we strive to be more than a laboratory—we are a trusted partner to the providers and communities we serve.