Client Liaison

The Client Liaison associate provides comprehensive administrative and clerical support to the Pathology Department, ensuring the efficient daily function of both clinical and operational workflows. In addition to traditional administrative duties, this role serves as an internal client services liaison, supporting the onboarding, communication, and issue resolution for pathology and molecular client accounts. The ideal candidate will demonstrate exceptional organizational, interpersonal, and problem-solving skills while maintaining strict confidentiality and accuracy in all aspects of work.

Key Responsibilities:

Administrative Support:

• Perform general administrative duties including answering phones, managing correspondence and maintaining calendars.
• Assist in obtaining records and materials for pathology consultations.
• Prepare, review, and distribute pathology reports and documents, ensuring accuracy and compliance with regulations.
• Maintain and update electronic medical records (EMRs) and laboratory information systems (LIS).
• Manage inventory and order office and lab supplies as needed.
• Assist with data entry, report generation, and quality assurance activities.
• Provide administrative support during audits and inspections by regulatory bodies.

Internal Client Services Support:

• Serve as a primary liaison for internal and external clients, addressing inquiries and resolving service-related discrepancies in a timely and professional manner.
• Coordinate with pathology, molecular, and laboratory teams to investigate and resolve client issues related to specimen processing, reporting, and communication.
• Facilitate the onboarding of new clients—including account setup, documentation, and communication of workflow processes and expectations.
• Maintain detailed records of client interactions and resolutions to support quality assurance and process improvement.
• Collaborate with the laboratory management team to identify trends in client feedback and recommend solutions for enhanced service delivery.
• Support internal initiatives aimed at improving client satisfaction and streamlining account management processes.
• Act as a communication bridge between clinical staff, laboratory operations, and client representatives to ensure timely and accurate exchange of information.

Qualifications:

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in healthcare administration, life sciences, or related field preferred.
• 2+ years of administrative experience, preferably in a healthcare, laboratory, or client services setting.
• Proficiency in Microsoft Office Suite; familiarity with EMR systems (e.g., ModMed, Nextech) and LIS platforms.
• Strong communication, problem-solving, and interpersonal skills with a client-focused approach.
• Excellent organizational and time-management abilities with attention to detail.
• Ability to multitask effectively in a fast-paced environment and handle sensitive information discreetly.

Preferred Skills

• Knowledge of medical terminology and pathology/laboratory workflows.
• Experience with client account management or liaison roles in a laboratory or healthcare setting.
• Familiarity with billing codes, insurance processes, and documentation related to pathology.
• Prior experience supporting molecular or anatomic pathology operations is a plus.