University of Massachusetts Medical School

The Senior Client Services Coordinator, NBS serves as a highly experienced point of contact for customers, healthcare providers, and internal stakeholders within a clinical newborn screening laboratory. This role provides advanced client service, administrative, and operational support while serving as a subject matter expert for customer interactions, business processes, and laboratory service operations.

The Senior Administrative Associate independently manages complex customer inquiries, coordinates cross-functional activities, supports process improvement initiatives, and helps ensure the delivery of high-quality service to internal and external stakeholders. The position plays a critical role in maintaining strong customer relationships, supporting operational efficiency, and ensuring the accurate execution of business and administrative processes.

The ideal candidate is highly organized, customer-focused, detail-oriented, and capable of exercising sound judgment in a fast-paced healthcare environment. They demonstrate advanced knowledge of laboratory operations and customer service practices, proactively identify opportunities for improvement, and effectively manage multiple priorities with minimal supervision.

Responsibilities

•Serve as the senior point of contact for clients, hospitals, healthcare providers, public health partners, and internal stakeholders regarding laboratory services, testing programs, specimen status, reports, and operational matters.
•Independently manage and resolve complex customer inquiries, service issues, and escalations, exercising sound judgment and coordinating with laboratory, technical, and administrative teams as needed.
•Lead coordination of communications between laboratory departments and external partners to ensure timely, accurate, and consistent follow-up on customer requests and operational concerns.
•Develop, review, and support customer communications related to testing updates, workflow changes, service enhancements, pricing notifications, and other program initiatives.
•Analyze customer feedback, service trends, and operational metrics to identify opportunities for process improvement and enhanced customer experience.
•Support the implementation of customer service best practices, standardized workflows, and continuous improvement initiatives to improve efficiency and service quality.
•Serve as a subject matter resource for department processes and customer relationships, providing guidance and support to colleagues as needed.
•Coordinate and support complex departmental projects, strategic initiatives, and operational priorities, ensuring timely execution of deliverables and effective collaboration across functional teams.
•Participate in cross-functional projects and organizational initiatives that enhance operational effectiveness, customer engagement, and business performance.
•Assist with the processing of payroll; serve as department timekeeper for Kronos system, as needed. 
•Support the processing of personnel action and other human resource related forms.
•Support hiring managers with administrative tasks for recruitment and hiring, such as scheduling interviews, submission of candidate evaluation forms, etc. 
•Coordinate and perform complex and varied administrative tasks requiring independent action and the setting of priorities and procedures.
•Prepare correspondence, memoranda, or reports. 
•Perform data entry and generate reports. Organize information into spreadsheet format from data collection. 
•Record, prepare, and distribute minutes.
•Arrange travel logistics and coordinate schedules; complete travel advance and authorization forms, as needed. Maintain travel records.
•Assist with processing and tracking documents such as invoices, payments, requisitions and expense reimbursement.
•Answer phones and screen calls. Provide information and respond to questions.
•Manage designated calendars. Schedule or arrange for conferences, meetings, interviews, appointments, or similar activities.
•Review, sort, and file a variety of material. Set up and maintain filing system as needed. Provide information as needed.
•Order and maintain office and other department supplies.
•Open, review, and distribute incoming mail. Identify priority mail and route accordingly.
•Answer routine correspondence.
•Perform other duties as required.

Qualifications

•2-Year College Degree or equivalent in Business Administration, healthcare administration, laboratory science, or related field; or equivalent combination of education and experience.
•3 years of experience in customer service, healthcare administration, laboratory operations, or business support.
•Advanced proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, with the ability to develop reports, analyze data, and create professional business communications and presentations.
•Exceptional written and verbal communication skills, with the ability to effectively interact with clients, healthcare professionals, public health partners, and senior internal stakeholders.
•Strong organizational, analytical, and problem-solving skills with exceptional attention to detail and the ability to identify process improvement opportunities.
•Demonstrated ability to exercise discretion and sound judgment while handling confidential, sensitive, and regulated information in accordance with organizational and regulatory requirements.
•Proven ability to independently prioritize and manage multiple complex assignments, adapt to changing priorities, and perform effectively in a fast-paced, deadline-driven environment with minimal supervision.

Preferred Qualifications:

•Demonstrated experience working in a clinical laboratory, public health laboratory, healthcare organization, or other regulated healthcare environment, with a strong understanding of operational and customer service requirements.
•Advanced knowledge of newborn screening programs, laboratory operations, specimen workflows, testing processes, and healthcare provider interactions.
•Experience utilizing laboratory information management systems (LIMS), customer relationship management (CRM) platforms, healthcare billing systems, and other business or operational software to support service delivery and process optimization.
•Working knowledge of laboratory quality management systems, accreditation standards, and regulatory compliance requirements
•Experience analyzing operational data, customer service metrics, and workflow performance to identify trends, resolve issues, and support business process improvements.
•Demonstrated ability to serve as a subject matter resource for client service, administrative, or laboratory operational processes and to support cross-functional initiatives within a complex healthcare environment.