Client Relations specialist III

Position Title:           Client Relations Specialist III

Effective Date:          5/18/2026

Reports To:             Client Relations Manager/Supervisor

Position status:        Non-Exempt – Full Time

Primary Function:

The Client Relations Specialist III serves as a senior-level client support and relationship management professional responsible for delivering exceptional service, resolving complex client issues, and supporting long-term client satisfaction and retention. This role acts as a key liaison between clients and internal departments while also supporting select account management functions, including relationship maintenance, client communication, and operational coordination.

The ideal candidate is highly organized, customer-focused, proactive, and capable of managing both day-to-day client needs and broader account support responsibilities in a fast-paced environment.

Essential Duties and Responsibilities:

Client Relations & Support

·        Serve as a primary point of contact for assigned clients and internal stakeholders

·        Build and maintain strong professional relationships through responsive communication and proactive support

·        Handle escalated client concerns, service issues, and operational questions with professionalism and urgency

·        Coordinate with internal teams to ensure timely resolution of client requests and issues

·        Monitor client satisfaction and identify opportunities to improve the overall client experience

·        Support onboarding activities for new clients, including coordination of documentation, setup, and training

·        Maintain accurate client records, notes, and communication history within internal systems

·        Mentor junior Client Relations staff  

·        Act as an escalation support for high-complexity situations

·        Understand Customer Success Criteria (CSC) and reporting expectations

·        Deliver a regular cadence of performance metrics in alignment with CSC

·        Perform additional duties as required to support laboratory and organizational objectives

Account Management Support

• Assist with ongoing account management activities for key client accounts
• Support account reviews, operational check-ins, and client follow-up communications
• Help identify opportunities for account growth, process improvements, or additional service support
• Collaborate with leadership and account management teams to ensure client expectations are met
• Participate in client meetings and provide operational updates as needed
• Monitor account activity and help ensure service deliverables are completed accurately and on time
• Lead projects and process improvements

Operational & Administrative Responsibilities

• Track and prioritize client requests, deliverables, and timelines
• Assist with reporting, dashboard management, and client-related documentation
• Identify process improvement opportunities that enhance efficiency and client satisfaction
• Support cross-functional collaboration between operations, customer service, billing, IT, and leadership teams
• Ensure compliance with company policies, service standards, and protect the confidentiality of patient information (PHI) and other sensitive data in all communications and systems
• Assist with training junior Client Relations staff
• Act as the primary liaison between Client Relations and Finance and other departments to identify trends and monitor resolution

Skills, Knowledge, Abilities:

Mental Abilities and Skills Requirements:

•         Strong administrative and organizational skills, along with attention to detail.

•         Strategic thinking skills

•         Relationship management and client retention

•         Account support and client communication

•         Reporting and dashboard management

•         Process improvement mindset

•         Adaptability and change management

•         Emotional intelligence and executive communication

•         Proven ability to manage multiple priorities in a fast-paced environment

•         Analytical skills for interpreting client data and feedback

•         Excellent presentation and public speaking skills

•         Problem-solving and conflict resolution abilities, including de-escalation experience.

•         Team player with the ability to work independently when necessary.

•         Basic knowledge of laboratory services and medical terminology (preferred).

•         Ability to work cross-functionally with other departments in root-cause and solution exercises.

Knowledge Needed:

·        Proficiency in using CRM software.

·        Experience handling escalated client situations professionally and effectively

·        Strong leadership and mentoring capabilities

·        Knowledge of laboratory regulations and quality control (preferred)

·        Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

·        Knowledge of how to seek out resources and how to organize information for easy recall.

·        Knowledge of Microsoft Office programs, including Excel, Word, and Outlook, with at least intermediate proficiency.

Education and Certification:

Education/Experience Requirements:

·        Bachelor’s degree preferred or equivalent combination of education and experience

·        3-5 years of experience in client relations, customer success, account management, or related roles

·        2 years of experience in clinical/laboratory customer service (preferred)

·        HIPAA compliance

·        PHI Handling

·        CLIA/CAP familiarity (preferred)

·         

Certifications:

• N/A

Physical Requirements:

• Must be able to sit or stand for up to eight hours per day.
• Occasionally required to lift up to 20 lbs.
• Regularly required to sit, stand, bend, reach and move about facilities.

Work Environment:

VANCOUVER OFFICE - Most work will be performed in an office. However, this position may require some traveling and working between locations. Workweeks usually consist of 40 hours.

REMOTE POSITIONS - Most work will be performed away from the office in the employee’s home or in another remote work site. However, this position may require some traveling and working between locations. Workweeks usually consist of 40 hours.

Office Environment:

• Several common areas and meeting rooms for collaboration.
• Large windows which let in natural light during working hours.
• Fully equipped break room and bathrooms.

Lab Environment:

• Noise levels vary based on flow of business.
• Most floors are tile or concrete - individuals may stand for extended periods of time on these surfaces.

Tools and Technology:

• Desktop computer and laptop
• Scanners and printers

Hazards:

• Work is performed in an office environment, full manual dexterity and visual acuity required. However, access to the laboratory may be necessary and therefore employee may be exposed to potential physical harm from hazardous chemicals, infectious diseases, bloodborne pathogens, toxic materials, toxic gases, electrical hazards, dangerous tools, and equipment.
• Hep B Vaccination provided at no cost to employee.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Molecular Testing Labs embrace diversity and is an Equal Opportunity Employer, and hire without regard to any individual's race, age, color, national origin, ancestry, disability, veteran status, religion, marital status or domestic partnership; pregnancy, childbirth or related medical conditions; other medical conditions or genetic characteristic; sexual orientation, gender, gender identity or transgender status; or any other basis protected by state, federal or local law, regulation or ordinance. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Molecular Testing Labs provides reasonable accommodation, upon job seeker request, in all steps of the employment process.