Client liaison job description

Acts as liaison between Laboratory and prime prospects for new business and existing clients. Responsible for developing new business and broadening use of services with existing clients.

Building and coordinating referral business. Developing and implementing marketing/sales plans and collateral to increase sales volumes. Maintain client database, assist clients with problem resolution, and client education. Train clients on test ordering and resulting processes either by utilizing electronic source or paper medium.

Report on sales, expenses, and client status for administrative review. Primary liason between client and laboratory. Present professional image through both formal and informal communication to internal and external customers. Primary liason for the set up of new clients.

Promptly reply to all client inquiries received via emails and phone correspondence. Maintain accurate client information using various databases. Creation and maintenance of client specific requisitions.

Creation and circulation of directory of services and marketing collateral. Complete sales ,expense and client status reports for administrative review. Develop new business by establishing new accounts and utilizing referrals. Call on existing accounts to increase volumes and broaden use of services. Followup on leads and other inquires in a timely manner.

Call on accounts that have reduced services or have submitted termination notice in the effort to save accounts and address issues. Assist clients with problem resolution related to supply distribution, test ordering, resulting, specimen integrity and billing.

Coordinates resolution with appropriate lab section. Document client issues and relays to supervisor on a regular basis. Works with manager to formulate plan for professional development.

Attends educational in-services as appropriate. Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments.

Train client personnel in all aspects of the proper use of the Laboratory IT resources for both ordering and reporting of tests and test catalog. Train clients appropriately if using paper medium as source of ordering and resulting.

Monitor customer satisfaction via customer surveys, site visits and service calls as needed. Advise clients on new developments and test offerings. Serves as resource to laboratory sections in client relations activities.
MINIMUM QUALIFICATIONS:


Bachelor's degree in Medical Technology or a chemical, physical, or biological science. Bachelor of Science degree in Business related curriculum will be accepted. Five years related experience is required. Knowledgeable in medical billing and terminology is required. Previous successful sales experience preferred. Previous laboratory sales experience preferred. Must have excellent communication skills.

FLSA: Full Time Non-Exempt 40 hours per week Supervisor: Program Manager

Pay Range or Rate: $ TBD Revised: 12/1/2021

Summary

Under the direction and supervision of the Program Manager, the Client Liaison will be responsible for coordinating all program efforts with the students participating in the Tuition Incentive Program 2 (TIP2).

Under the direction of the Program Manager, the incumbent will be responsible for:

Essential Functions

• Must know, understand, and be able to articulate the mission, vision, and core values of HOPICS
• Establish a working knowledge of SUD programs in LA County, in particular, those in SPAs 1, 4, and 6
• Help establish working relationships with three local SUD programs
• Understand application, enrollment, and program requirements for SUD treatment programs at the contracted educational institutions
• Ability to understand and carry out oral and written directions.
• Assist in creating marketing materials to attract candidates for the SUD programs
• Track client successes and difficulties
• Track client payments and tuition
• Monitor documentation efforts to ensure high-quality service provision
• Track client school progress
• Monitor follow-through for clients linked to programs, including assisting them with finding intern opportunities
• Provide quality control duties to ensure required documentation in client charts is accurate and up-to-date
• Must be able to travel to other locations in the County to engage with the target population
• Attend division-wide meetings and training as needed or required.
• Attend all program, department, and funding-specific meetings and training as required or needed.
• Perform any other appropriate responsibilities as assigned by the Program Manager, Associate Director, Deputy Division Director, or the Division Director
• Maintain accurate files/records on activities, client services in compliance with HIPAA, CFR 42, and other funding requirements for auditing purposes.
• Attend meetings associated with other projects as assigned by the Program Manager, Associate Director, Deputy Division Director, or the Division Director
• Maintain appropriate boundaries with staff, clients, and community partners.
• Adhere to SSG’s Code of Ethics and HOPICS’ Core Values.
• Represent the Agency in a professional manner at meetings and community events.
• Identify knowledge gaps and provide appropriate ongoing outreach training to address staff training deficits

Some evenings and weekends are required.

Minimum Qualifications – Knowledge, Skills, and Abilities Required:

Bachelor’s degree from an accredited university OR 2 years experience working in the social service field.

If in recovery, a minimum of three (3) years of being drug and alcohol-free is MANDATORY.

Ability to work with clients from diverse cultural, ethnic, and socio-economic backgrounds.

Verification of Employment Eligibility and Background Clearance Ability to communicate effectively, both written and orally.

TB test required (Not more than (3) months prior to or (7) days after the date of hire and renewal annually thereafter.)

CPR and First Aid Certification are required within 30 days of employment with the company. Ability to use Excel spreadsheets, HMIS, and word processing skills required. Ability to understand and carry out oral and written directions. Knowledge of various community-based treatment providers is necessary. Valid Driver’s License and auto insurance required.

Mandatory Covid19 Vaccination Requirement

·COVID-19 Vaccination Required: All staff is required to be fully COVID-19 vaccinated and to submit vaccination records to the HR Department during new hire orientation. Employees are required to test every 30 days.

·Fully COVID-19 vaccinated (2 weeks from last vaccination dose to be considered fully vaccinated)

·Maintain and uphold Agency mission statement, values, policies, procedures, and principles

Supervisory Responsibilities:

No supervisory duties

Environmental Conditions (Working Conditions) :

The environment for this position is office and field-based. Must be able to work in an environment with many priorities, busy, and fast-paced. Must be able to problem-solve, adapt to changes that are unpredictable.

Physical Requirements :

In the course of performing this job, the incumbent typically spends time sitting, driving, standing, walking, speaking, thinking, listening, and carrying (20lbs). Must sit at a computer for data entry and reports: sometimes spend time driving and walking and carrying equipment/files/charts. Speak to staff and outside agencies in public meetings and Provider Meetings. Represent the Agency in a professional and positive manner

Mental Requirements

The incumbent in this position must be able to accommodate to any/all of the following:

Uncontrollable changes in priorities/work schedules; Relate to other people beyond giving and receiving instructions; and Exposure to inappropriate behavior and language of others. Must be able to handle any/all of the following: interruptions, changes in priorities/work schedules; be able to process information, think, and conceptualize. Perform simple, repetitive, complex, or varied tasks; Comprehend and follow instructions; Maintain work pace appropriate to given workload; Relate to other people beyond giving and receiving instructions;

Effectively influence people on a consistent basis; Make generalizations, evaluations, or decisions without immediate supervision; Accept and carry out responsibility for the direction, control, and planning; Communicate information to callers; Research material to answer caller's questions; Respond cheerfully to callers

I have been given a copy of this Job Description. I understand that I may be asked to perform duties not listed on the description and that management may change this position description at any time, according to Agency needs.

Special Service for Groups in an Equal Opportunity/Affirmative Action Employer

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Wisconsin Veterinary Referral Center is looking for a 1st Shift, full-time Client Care Liaison for our Dermatology department at our location in Waukesha, Wisconsin.

The Liaison position will work as part of an integrated care team to provide high quality support and service to clients and referring veterinarians.

About WVRC: WVRC, Waukesha is recognized as a certified Level 1 Emergency and Critical Care Facility by the Veterinary Emergency & Critical Care Society (VECCS).

We have three hospital locations: Waukesha, Racine and Grafton all dedicated to providing patients, clients, and referring veterinarians the highest quality emergency and specialty veterinary medical care. WVRC offers a warm, friendly atmosphere where our main goal is to provide compassionate care to our patients and clients as well as offering outstanding customer service.

Benefits of Working at WVRC:

• Competitive compensation which is based on skill level
• Generous benefit packages which include: - Employer Paid Benefit Options - Medical – Dental – Vision – HSA & Flexible Spending Plan Options – Paid Time Off (3 weeks upon hire) - 401k - Retirement Savings Plan - Uniform Allowance - Veterinary Services Benefits - Continuing Education Benefits – Company Paid Life Insurance Policy – Short & Long- Term Disability
• Onsite Veterinary Social Worker available to employees & clients
• Extensive training to all new (and existing) employees with our Learning & Development Trainers to advance their skills and career
• Referral bonuses
• Being part of a team of elite professionals who prioritize the needs of their patients

Qualifications and Experience:

• HS diploma or equivalent
• 2 years’ experience as a Veterinary Assistant or Veterinary Customer Service Representative
• Ability to work in a collaborative environment
• Commitment to develop long-term relationships with colleagues, clients, and community
• Excellent communication and organizational skills
• Self-motivated with a passion for veterinary medicine
• Ability to multi-task and thrive in a fast- pace environment
• Ability to use computers with demonstrated keyboarding skills
• Strong organization and time management skills
• Have an open mind and positive attitude when approaching changes and new policies

Essential Functions and Responsibilities of a Client Care Liaison:

• Primary point of contact for client communications for the department
• Schedule & confirm appointments
• Assist Veterinarians with estimates & present estimates to clients
• Obtain medical records & patient history
• Facilitate the filling of patient prescriptions in house & with outside pharmacies
• Advocate for patient care
• Explain necessary home care instructions, including medications & follow- up

Click the link to see stories from our patients! (Like Koey! The Pembroke Welsh Corgi):

Patient Stories

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need

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