The Client Account Manager - Portland Region serves as the primary liaison between the laboratory and assigned client accounts, with a strong focus on client satisfaction, retention, and operational success in a developing market. This role is designed for a flexible, service-oriented professional who can wear multiple hats and adapt gracefully as regional needs evolve. The CAM advocates for clients while maintaining a neutral, collaborative posture with internal laboratory and operations teams.
Must be licensed to drive a vehicle and be able to travel regularly.
Pay: $81,000 Starting
Schedule: Monday - Friday, 8:00 AM - 5:00 PM
Benefits: - Medical, Dental, Vision with In-Network & Custom Network discounts
- 401(K) with discretionary employer match
- Paid Time Off
- Free clinical diagnostic laboratory testing performed in house
What You'll Do:- Serve as the primary outside point of contact for assigned client accounts, fostering strong, trust-based relationships focused on service excellence and long-term retention.
- Act as an advocate for clients while maintaining a neutral, solutions-oriented posture between the client and laboratory, ensuring issues are addressed collaboratively and professionally.
- Safely and reliably operate a vehicle to travel between multiple client locations daily, maintaining punctuality while complying with all traffic laws, safety requirements, and company driving policies.
- Support new account start-ups, including client onboarding, workflow training, test menu education, and ongoing follow-up during early implementation phases.
- Develop and maintain a working knowledge of laboratory workflows, processes, and services in order to effectively educate clients and support operational alignment.
- Perform phlebotomy and limited on-site client support as needed, particularly during account start-up or low-volume phases.
- Demonstrate flexibility and willingness to assist with evolving regional needs, including floating to client locations or providing short-term coverage as required.
- Assist clients with navigating billing processes and understanding laboratory billing workflows, escalating issues appropriately while helping facilitate resolution.
- Document all client interactions, concerns, and follow-up actions accurately and timely in the company's CRM system.
- Collaborate closely with laboratory operations, client services, billing, courier, IT, and leadership to ensure seamless service delivery.
- Monitor client satisfaction, proactively identify concerns, and coordinate corrective actions to support retention and growth.
- Provide market feedback to leadership regarding client needs, service gaps, and opportunities for improvement.
- May serve as backup for courier routes in limited, as-needed situations to ensure continuity of client service.
- Demonstrate a consistently professional, respectful, and constructive attitude in all interactions. Fosters a positive, team-oriented work environment by building trust, encouraging collaboration, and communicating effectively with clients, colleagues, and leadership.
Education & Certification:- Associate's degree or equivalent combination of education and experience required
- Bachelor's degree preferred
Experience:- Healthcare, clinical laboratory, client services, or medical billing experience required
- Experience working directly with physician offices or healthcare clients strongly preferred
- Prior phlebotomy, laboratory, billing, or client services experience highly desirable
- Candidates may come from varied backgrounds, including former medical technologists, experienced client services representatives, or billing professionals transitioning into a client-facing role.
Skills & Competencies:- Strong interpersonal and customer service skills with the ability to build credibility and trust
- Working knowledge of laboratory services, workflows, and healthcare environments
- Ability to understand and assist with basic laboratory billing navigation
- High degree of flexibility and adaptability in a developing, evolving market
- Ability to balance advocacy for clients with alignment to internal operational realities
- Proficient with Microsoft Office Suite and ability to learn and utilize CRM and other business systems
- Strong organizational skills with attention to detail and follow-through
- Ability to work independently while remaining highly collaborative
Work Environment & Physical Requirements:This position involves a combination of field-based client visits, clinical environments, and occasional office work. Duties may include driving to multiple client locations, performing phlebotomy, and limited courier support activities.
Physical requirements may include prolonged sitting or driving, standing, walking, bending, and lifting up to 25 pounds. This position may involve exposure to blood, body fluids, or specimens. Appropriate safety training and protective equipment will be provided.
OSHA Category: This position may occasionally perform tasks that involve exposure to blood, body fluids, and/or tissues. All employees performing these duties are offered the opportunity to receive the Hepatitis-B vaccination series.
