Lead Account Specialist Resume Example Northwell Health Laboratory

LEAD ACCOUNT SPECIALIST

Summary

Skills

Experience

Lead Account Specialist|Northwell Health Laboratory - Lake Success, NY|01/2021 - Current

Lead and guide the Account Specialist group in the performance of duties; address more complex assignments, as needed
Training new staff members and on-going educational programs for staff; assist in prioritizing, scheduling, assigning and monitoring work to optimize operational services
Perform all functions of an account specialist; oversee client activity each day to assure that work is performed in a timely efficient manner
Maintain up-to-date account and contact information; provide service to clients by proactively contacting the clients at regular intervals
Coordinate with other departments to achieve resolution to customer questions/concerns; conduct client surveys to determine revenue potential
Forward sales and marketing related information to sales personnel to have clients/laboratory in the loop
Inform clients of new products and services and make up-sell attempts; provide new clients with pertinent lab related material
Coordinates and act as a liaison between clients and laboratory staff

Account Specialist|Northwell Health Laboratory - Lake Success, NY|08/2017 - 01/2021

Manage clientele and provide excellent customer service in on-boarding new clients and high priority accounts
Generate reports for client specific requests as well as daily reports for nursing homes, hospitals and outpatient clients
Contact clients and maintain a good rapport, up-sell, and compile sales and marketing data for the sales department
Monitor client orders and provide responsive, accurate information and solutions to relatively complex laboratory issues and inquiries such as test inquiries, test verifications, cancelations, etc
Assist the sales team in the on-boarding process of new clients as well as maintaining high priority/sensitive accounts
Collaborate with the sales team to assure current and new clients are up to date with procedures and policies as well as relaying laboratory/client issues such as delays, cancelations, EMR issues, etc
Act as a liaison between the laboratory and clients with issues, inquiries and resolutions
Troubleshoot and problem solve based on client daily pending reports, cancels and questions/concerns
Assist Client Services with in-bound calls as needed
Analyze data downloaded from Cerner EHR Platform, Millennium
Create and document any outliers downloaded from the EHR and send to client
Supervise Special Handling staff in absence of the Supervisor

Client Service Representative|Northwell Health Laboratory - Lake Success, NY|04/2012 - 08/2017

Assist and problem solve issues for hospitals, nursing homes, practices, laboratories, clinics, as well as patients
Demonstrated courtesy and professionalism on the telephone while adhering to the guidelines of First Call Resolution
Provided telephone coverage convey information and answered questions involving relatively complex laboratory issues such as test cancellations, adding additional tests, specimen clarification, etc
Conformed to departmental productivity standards for each function performed by the Client Services department
Provided verbal, printed, and faxed results requested by clients via telephone as well as calling critical, cancelled, and STAT results to clients
Notified clients of problem specimens in a timely manner and accurately accessed and entered information into the Laboratory computer systems
Completed and maintained records and logs in a manner that demonstrates compliance and careful record keeping such as change of DOBs, name changes/corrections, client information, etc
Coordinated and acted as liaison between clients and Core Laboratories staff
Demonstrated awareness and compliance of HIPPA regulations such as sharing patient information and releasing patients information to clients

Sales Associate|Party City - Lake Success, NY|08/2011 - 04/2012

Delivered exceptional customer service through personal contact with customers
Assisted in ensuring data integrity and ensure proper labeling and signing
Was responsible for maintaining assigned sections in store as determined by General Manager

Education and Training

Adelphi University|Garden City, NY|05/2019MBA: Business Management

Adelphi University|Garden City, NY|05/2013Bachelor of Science: Marketing

Extracurricular/Certifications & Licences

President of Desi Club at Adelphi now known as SASA(South Asian Student Association)
Helped start an organization to raise awareness at Adelphi on Sikhism called Sikh Club
Volunteered at Parker Jewish Nursing Home
Data Fluency: Exploring and describing
Excel Statistic Training Level 1
Learning Data Analytics
Learning Salesforce

Resume Overview

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