Find your calling at Mercy!

The Client Services Coordinator serves as the primary point of contact for clients, vendors, occupational health clinics, and Third-Party Administrators (TPAs). This role is responsible for managing client accounts, ensuring timely and accurate drug screening reporting, supporting compliance initiatives, and maintaining strong client relationships.

Position Details:

Minimum Qualifications:
Education:
•    High School Diploma or equivalent 
Experience:
•    2 years in office setting

Preferred Qualifications:
Education:
•    Bachelor's Degree

Key Responsibilities:

• Communicate regularly with clients, vendors, occupational health clinics, and Third-Party Administrators (TPAs) as the point of contact for the Substance Abuse Program.

• Establish and maintain client accounts, including obtaining and managing contracts and fee agreements.

• Manage client accounts to ensure accurate and timely reporting of drug screening results to client departments and designated employer representatives.

• Collaborate with the Service Coordination team to track and monitor drug screening results for clients with out-of-town employees.

• Serve as a liaison between clients, occupational health clinics, and laboratories to ensure accurate communication and reporting.

• Educate clients and internal staff on regulatory changes and requirements associated with federally regulated agencies, including DOT and OSHA.

• Provide support for billing activities and client service functions.

• Conduct routine account maintenance and satisfaction calls, documenting feedback and reporting findings to leadership.

• Generate and analyze client-specific reports to identify trends, potential concerns, and opportunities for improvement while supporting federal compliance requirements.

• Recommend and support process improvement initiatives to enhance operational efficiency and client experience.

• Stay informed on industry regulations, compliance standards, and best practices while developing and maintaining professional relationships with clients and vendors.

• Perform additional duties and responsibilities as assigned.

Skills & Abilities

• Basic knowledge of clinical procedures and medical terminology.

• Strong organizational, time management, and multitasking skills.

• Demonstrated ability to maintain strict confidentiality and handle sensitive information appropriately.

• Self-motivated with the ability to work independently and collaboratively within a team environment.

• Excellent customer service, relationship-building, and interpersonal skills.

• Strong verbal and written communication skills.

• Analytical skills with the ability to interpret data, identify trends, and provide actionable insights.

• Quick learner with the ability to manage multiple priorities in a fast-paced environment.

• Commitment to accuracy, professionalism, and exceptional client service.

• Strong attention to detail and compliance with regulatory requirements.

Technology Requirements:

Required

• Proficiency with Microsoft Office applications, including:

  • Outlook

  • Excel

  • Word

  • Teams

Preferred

• Experience with Epic, Systoc, or other Electronic Medical Record (EMR) systems.

• Familiarity with client management, billing, or healthcare-related software platforms.

Why Mercy?

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.

Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.