Manager of Client Relations (MLS) (51407)

PRINCIPAL ACCOUNTABILITY

The Client Relations Manager (CRM) supports the strategic and operational objectives of the Client Relations department by managing day-to-day relationships with hospital and transfusion service clients across the Carter BloodCare (CBC) region. This position is accountable for maintaining assigned client relationships, serving as a primary point of contact, and ensuring clear, effective communication (including identifying and escalating concerns as appropriate) to support client satisfaction, retention, and regulatory compliance.

The CRM is responsible for scheduling, completing, and documenting annual client site visits, including capturing client feedback and improvement opportunities. This position ensures departmental adherence to AABB standards and internal SOPs, including oversight of transfusion service onboarding, annual audits, competency documentation, Medical Director review, and required policy approvals. Additionally, the CRM supports new business opportunities, coordinates departmental services for client events, and manages assigned resources within a complex, highly regulated environment.

The CRM exemplifies and champions CBC Core Values and Code of Conduct, and adheres to CBC policies and applicable departmental Standard Operating Procedures (SOPs). To support ongoing development and organizational goals, the CRM is required to attend meetings and training sessions, as assigned. The CRM maintains active and current professional licensure and/or certifications, as required by role-specific regulations and organizational requirements. 

Periodic travel (approximately 30%) between assigned work areas to support other locations/projects in CBC service areas is required. A valid driver’s license and an acceptable driving record (as specified in the current Vehicle Safety Loss Control Guidelines) are required. 

Exempt employees are expected to maintain availability beyond standard business hours when business needs arise. Regular full-time attendance is required during normal working hours.
 

EDUCATION

• Bachelor’s degree in Medical Technology or related clinical science field

• MLS (ASCP) or equivalent

EXPERIENCE

• Minimum of 5 years of related experience in transfusion service management, supervisory, Immunohematology reference laboratory or quality assurance position, with an emphasis on hospital transfusion service
• Minimum of 2 years of experience with transfusion service software
• Must possess a valid driver’s license and an acceptable driving record

SKILLS AND KNOWLEDGE

• Excellent verbal and written communication skills with demonstrated presentation skills 
• Adaptability and ability to engage with a wide variety of audiences, including C suite, stakeholders and communities (e.g., internal, external); Strong interpersonal skills and an ability to instill trust with customers
• Exceptional customer service and organizational skills (e.g., attention to detail, complex problem-solving, critical analysis skills); Ability to prioritize and balance multiple projects simultaneously
• Working technical knowledge of applicable standards and regulations associated with blood products, blood banks, and transfusion services
• Ability to lead and motivate a diverse workforce toward common objectives
• Ability to make and act on critical decisions in unusual or stressful situations with little or no direct supervision or guidance
• Appreciation for and an understanding of the importance of compliance in a regulatory environment
• Working knowledge of Microsoft Office Suite

Carter BloodCare is an EEO/Affirmative Action employer. Carter BloodCare provides equal employment opportunities (EEO) to all employees and applicants and will not discriminate in its employment practices due to an employees or applicants race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic, and veteran or disability status. In addition to federal law requirements, Carter BloodCare complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Carter BloodCare is a Pro Disabled & Veteran Employer.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.