Laboratory Account Manager, Client Support

Job Overview

Account Manager

Position Overview

Are you a proactive, detail-driven professional who thrives in a fast-paced clinical environment and excels at building trusted relationships with physicians and healthcare teams? We are looking for an energetic and self-motivated Account Manager to join our growing laboratory operations team.

In this role, you will serve as the liaison between our multi-CLIA laboratory network and our clients, including physician practices, clinical staff, and other healthcare facilities. You will combine deep familiarity with Laboratory Information Systems (LIS), Electronic Medical Records (EMR), ECW, and Laboratory Information Management (LIMS) platforms with exceptional account management skills to ensure seamless service delivery, successful onboarding of new clinic partners, and long-term client satisfaction. You will work cross-functionally with laboratory operations, project manager, IT, and executive leadership to represent the voice of the client at every stage of the engagement lifecycle.

Duties & Accountabilities

Client & Account Management

• Serve as the dedicated account manager and point of contact for assigned physician practices, clinics, and healthcare facilities, managing day-to-day communications and fostering long-term partnerships.
• Support and operate within the established onboarding process for new clinic accounts during laboratory build-outs and expansions, working in close coordination with the project manager and internal teams to ensure a smooth, compliant, and timely go-live.
• Develop a thorough understanding of each client’s clinical workflows, ordering patterns, and operational goals to deliver tailored solutions and proactively identify opportunities to enhance service value.
• Oversee and manage all aspects of client service agreements and contracts, including proactive monitoring of renewal timelines, leading renegotiations, and executing amendments as needed.
• Conduct regular account reviews and client check-ins to assess satisfaction, address concerns, and reinforce the laboratory’s value proposition.

LIS/LIMS & Systems Support

• Leverage hands-on experience with Laboratory Information Systems (LIS) and Laboratory Information Management Systems (LIMS) to guide clients through system configuration, ordering setup, and result delivery workflows.
• Serve as the designated LIS/LIMS liaison for their assigned location(s), troubleshooting interface issues, connectivity problems, and order/result discrepancies in coordination with the lab team.
• Assist in training clinical staff and physician office personnel on LIS portal usage, electronic ordering procedures, and result retrieval best practices during onboarding and on an ongoing basis.
• Maintain accurate and up-to-date client records, including account details, system configurations, contact information, and issue logs.

Clinical Client Communication & Service

• Engage comfortably and professionally with a broad range of clinical stakeholders, including physicians, nurse practitioners, medical assistants, office managers, and billing staff, adapting communication styles to each audience.
• Promptly receive, triage, and resolve client inquiries and service issues, applying sound clinical context and independent judgment to prioritize appropriately and escalate when needed.
• Facilitate virtual and on-site client meetings, including product and service demonstrations, quarterly business reviews, and new test menu introductions.
• Support physician outreach initiatives and assist the sales team with client retention and growth efforts within assigned accounts.
• Respond to all incoming communications via phone, email, and ticketing systems in a timely, professional, and clinically informed manner.

Operations & Administrative Support

• Collaborate closely with lab operations, project manager, IT, and executive leadership to resolve cross-functional client issues and support continuous service improvement.
• Maintain organized and thorough records including client files, onboarding documentation, training logs, and correspondence in accordance with lab compliance standards.
• Anticipate and manage minor issues using independent decision-making to ensure rapid resolution and minimal disruption to clinical workflows.
• Provide administrative support to all clinical stakeholders with broad discretion and sound judgment.
• Other duties as assigned.

Requirements

Required

• Minimum 2+ years of hands-on experience in a clinical laboratory setting; experience in a reference lab, diagnostics lab, or multi-CLIA environment strongly preferred.
• Demonstrated working knowledge of Laboratory Information Systems (LIS) and/or Laboratory Information Management Systems (LIMS); ability to navigate, troubleshoot, and guide clients through LIS workflows.
• Prior account management or client relations experience required; experience managing healthcare or clinical accounts is highly preferred.
• Proven ability to interact confidently and professionally with physicians, advanced practice providers, and clinical staff in a client-facing capacity.
• Strong understanding of clinical laboratory operations, test ordering workflows, and result delivery processes.
• Superior problem-solving capabilities with the ability to apply clinical context when triaging and resolving client issues.
• Excellent verbal and written communication skills with the ability to translate technical laboratory concepts for non-laboratory audiences.
• Working knowledge of laboratory and clinical/medical terminology, including familiarity with test types, specimen handling, and result interpretation language used in day-to-day communication with clinical staff and physicians.

Preferred

• Associate’s or Bachelor’s degree in Medical Laboratory Science, Healthcare Administration, Biology, Chemistry, or a related field preferred.
• Experience with Microsoft 360 and AI platforms is a plus
• Familiarity with laboratory regulatory bodies and accreditation standards, including CLIA, CAP, and API is a plus.
• Experience supporting LIS/LIMS onboarding or implementation projects for new clinical accounts.

Compensation and Benefits

• Full-Time, Monday through Friday, 9 am to 5:30 pm with mandatory weekday or weekend overtime as needed.
• Competitive hourly wage with opportunities for advancement.

Additional Information and Signature

Proximity Lab Services is a fast-growing, premium laboratory hosting and operations company with over six years of experience building and scaling high-complexity labs. Founded by operators who understand the complexities of laboratory operations from the inside, we provide turnkey laboratory solutions for medical clinics, MSOs, reference labs, and draw centers — handling the full scope of capital buildout, staffing infrastructure, and regulatory compliance so our partners can focus on delivering faster results and better patient outcomes.

Our builds are CLIA-certified, CAP/API-aligned, and HIPAA-compliant by design, with validated workflows, rigorous QC/QA programs, and chain-of-custody protocols embedded from day one. With industry-leading deployment timelines and a team with decades of combined laboratory operations experience, Proximity is purpose-built for providers who demand accuracy, scalability, and predictable growth.

Pay: Up to $30.00 per hour

Work Location: In person