The Quest Diagnostics Healthcare Analytics Solutions (HAS) team engages in key client relationships critical for growth and success, requiring a dedicated liaison to ensure ongoing support and seamless execution post-initiation of agreements. The Client Advisor, plays a pivotal role within Healthcare Analytics Solutions, responsible for multifaceted initiatives, prioritizing relationship management, issue resolution, and driving process improvement and operational excellence.
Responsibilities
Relationship Management and Strategic Planning:
• Serve as the primary liaison between Quest Diagnostics and our clients, fostering collaborative relationships and ensuring alignment with solution delivery, client goals, and client strategic objectives.
• Coordinate and facilitate periodic client, ensuring the inclusion of relevant strategic topics and stakeholders and managing meeting logistics.
• Maintain comprehensive knowledge of agreement deliverables and terms, proactively planning for re-negotiation or transition when necessary.
Operational Support and Issue Resolution:
• Proactively engage internal Legal, Regulatory, Compliance, or Medical contacts as needed to address contractual, regulatory, or compliance matters.
• Facilitate reviews and approvals of internal and external digital assets, ensuring compliance with agreements and regulatory requirements.
• Manage change requests related to HAS clients and partners, ensuring timely resolution and alignment with contractual obligations.
Process Improvement and Operational Excellence:
• Maintain client and operational metrics tailored to the success of our commercial products with a focus on identifying essential insights into the continuous improvement of our solutions, ensuring adherence to agreement terms and service level expectations.
• Collaborate with internal and external stakeholders to drive operational excellence in service delivery, promptly addressing any issues or gaps that may arise.
Billing and Reporting:
• Liaise with internal billing contacts to obtain necessary client or third-party billing information, addressing any billing inquiries or discrepancies.
• Ensure timely and accurate invoicing to all third-parties, maintaining adherence to contractual requirements.
• Gather and provide contractually required reporting to third-parties, demonstrating performance metrics and value delivery.
Issue Triage and Resolution:
• Respond to inquiries regarding missing data, service deliverables, or product escalations, triaging issues to appropriate Quest Diagnostics subject matter experts for resolution.
• Maintain a tracking log of all troubleshooting requests for each third-party initiative, ensuring timely resolution and transparent communication with stakeholders.
Training and Continuous Improvement:
• Collaborate with Patient Services, Client Services, and other internal departments to ensure continuous training and support for each initiative, driving user adoption and satisfaction.
• Identify opportunities for process improvement and efficiency gains, partnering with the HAS product and program team(s) to implement solutions and enhance service delivery.
Work Experience
• Experience in client relations, account management, or similar roles within the healthcare or life science industry
• 2+ years in a Healthcare Information Technology environment with an emphasis in the payer market preferred
Physical and Mental Requirements:
• Adjust priorities quickly as circumstances dictate.
• Ability to interact professionally with colleagues and/or clients in a complex and multi-faceted environment.
• Maintain composure and effectiveness under pressure
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels
Other:
• Demonstrated ability to build and maintain strong client relationships, with a track record of driving client satisfaction and retention.
• Strong project management skills, with experience working with cross-functional teams and complex initiatives from inception to completion.
• Proficiency in Microsoft Office Suite and project management tools; experience with Salesforce or similar CRM platforms preferred.
• Strong analytical and problem-solving skills, with the ability to identify issues, develop solutions, and drive continuous improvement.
Required skills:
• Client Focus mindset
• Proven ability to manage and resolve conflict.
• Influencing skills – ability to accomplish tasks without direct supervisory alignment.
• Process and operational Management
Education Preferred:
• BA / BS or equivalent experience
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets