Reference Lab Outreach Customer Success Specialist at Stanford Health Care in NEWARK

Job description

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. Day - 08 Hour (United States of America) This is a Stanford Health Care job. A Brief Overview The Reference Lab Outreach Customer Success Specialist serves as a key liaison and resource for the SHC Reference Lab outreach program, fostering strong relationships among outreach customers, laboratory teams, leadership, billing, courier services, and other operational stakeholders. The position manages assigned outreach customer accounts and supports customer success through proactive relationship management, issue resolution, training and education, service coordination, and ongoing communication. The Specialist coordinates customer-facing and operational activities related to courier services, billing, supplies, laboratory processes, customer feedback, and service delivery, while collaborating across departments to identify opportunities for improvement and enhance the overall customer experience. The position also supports strategic planning, program performance, marketing and business development initiatives, customer engagement activities, and executive-level communications. Through these efforts, the Specialist helps strengthen outreach customer relationships, promote effective and efficient reference laboratory services, support program growth, and advance the organization's long-term business objectives. Locations Stanford Health Care What you will do Client Account Management & Customer Success • Manage assigned client accounts by serving as a primary point of contact, monitoring account needs, and coordinating timely issue resolution. • Support customer success efforts by proactively identifying client needs, reinforcing service expectations, and helping ensure a positive client experience. • Serve as a liaison to outreach customers by answering questions, reinforcing reference laboratory procedures, and connecting customers with appropriate internal resources. • Partner with leadership, internal departments, and outreach customers to support long-term organizational goals, service growth, and operational alignment. • Escalate client account, operational, or service-related concerns to leadership with appropriate context, recommended actions, and follow-up documentation. Strategic Planning, Program Performance & Cross-Functional Initiatives • Support strategic planning efforts by helping translate organizational priorities into operational plans, client engagement activities, and measurable program objectives. • Monitor program activities, client feedback, and operational performance indicators to help ensure programmatic success across the organization. • Coordinate cross-functional initiatives that improve outreach customer engagement, strengthen service delivery, and advance department-wide business objectives. • Manage the semi-annual outreach customer survey process, including distribution, response tracking, feedback analysis, and follow-up on identified opportunities for improvement. • Prepare and deliver clear, professional communications, updates, and summaries for executive-level leaders and key stakeholders. • Provide business liaison support between external clients, internal laboratory teams, billing, courier services, and other operational stakeholders. Customer Training, Education & Laboratory Support • Provide ongoing outreach customer training and education support on specimen collection requirements, submission processes, ordering workflows, and service expectations. • Develop and share educational materials, reminders, and process updates to help outreach customers maintain compliance with laboratory submission and communication standards. • Serve as a liaison to outreach customers by answering questions, reinforcing reference laboratory procedures, and connecting customers with appropriate internal resources. Courier, Billi