Responsibilities** **Scope / Impact** + Serves as the primary point of contact for assigned client accounts + Builds and maintains strong relationships with clients including clinics, providers, and healthcare partners + Handles escalated client concerns, ensuring timely and professional resolution + Coordinates with internal teams (lab, operations, billing, IT, finance) to address client needs + Supports onboarding of new clients, including documentation, system setup, and training + Assists with account management activities such as client check-ins, reviews, and follow-ups + Participates in client meetings and provides operational updates as needed + Tracks and reports on performance metrics aligned with client expectations + Monitors client satisfaction and identifies opportunities for service improvements + Identifies process improvement opportunities to enhance efficiency and client experience + Leads or contributes to cross-functional projects and operational initiatives + Maintains accurate client records and communication history within CRM systems + Mentors junior staff and supports escalation handling + Ensures compliance with company policies, HIPAA regulations, and PHI handling requirements + Supports cross-departmental collaboration to ensure service deliverables are completed accurately and on time + Performs additional duties to support departmental and organizational objectives **Qualifications** **Required** + 3-5+ years of experience in client relations, customer success, account management, or similar roles + Experience managing escalated client situations and complex communications + Strong verbal and written communication skills, including client-facing interactions + Proven ability to manage multiple priorities in a fast-paced environment + Strong organizational skills and attention to detail **Preferred** + Experience in clinical laboratory, biotech, healthcare, or related environment + Familiarity with medical terminology and laboratory workflows + Experience participating in or supporting client-facing meetings or account reviews + CRM system experience and comfort working with reporting tools **Core Skills** + Relationship management and client retention + Cross-functional communication and collaboration + Process improvement and operational efficiency + Problem-solving and conflict resolution (including de-escalation) + Analytical thinking and reporting + Ability to work independently with minimal supervision **Education & Compliance** + Bachelor's degree preferred or equivalent experience + HIPAA / PHI handling experience required + CLIA/CAP familiarity preferred **Work Environment** + Must maintain a secure, HIPAA-compliant workspace if working remotely + Occasional onsite presence required for team collaboration or client needs **Once you apply, you'll proceed to the next steps if your skills and experience look like a good fit. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice (https://www.kellyservices.com/hubfs/myKelly/Resources/Employment\_Policies/Recruitment-Artificial-Intelligence-Notice.pdf?hsLang=en) .