Client Advisor (Remote Opportunity)

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