Client Success Coordinator

Overview

Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Position Summary

Client Success is a multidisciplinary function that works cross functionally to help ensure the best possible customer experience for Versiti hospital partners. Under the direction of the Senior Manager, Client Success, the Customer Care Coordinator supports and executes key customer processes including Business Reviews, fee schedules and fee lifts, customer onboarding and maintenance, reporting, Salesforce support, and cross functional operational coordination. This position works across service lines and with internal stakeholders to support consistent, accurate, and timely execution of customer processes and commitments. The Customer Care Coordinator will help Versiti: - Provide a consistent, high quality customer experience across Versiti service lines - Support effective execution of Business Reviews, fee schedules and fee lifts, onboarding, reporting, and customer maintenance - Coordinate customer needs and service issues with the appropriate internal teams and support timely follow through - Ensure accuracy of customer data, fees, setup, and applicable reporting - Strengthen cross functional coordination and continuity across customer processes - Enable Client Success and other customer facing teams to focus on customer relationships, retention, and growth

Total Rewards Package

Compensation

The target salary is based on internal averages. Versiti sets salary ranges aligned to local markets in which the job is performed. Compensation decisions take into account internal salary averages and differentiation based on education, experience, skills, and performance. Specific salary and benefits information is shared at the time of the phone screening based on your location and qualifications. Benefits Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical, Dental, and Vision Plans, Paid Time Off (PTO) and Holidays, Short- and Long-term disability, life insurance, 7% match dollar for dollar 401(k), voluntary programs, discount programs, others.

Responsibilities

• Fee Schedule and Fee Lift Support - Coordinate contractual fee adjustments and fee lift tracking to ensure fee changes are accurately and timely implemented - Perform regular audits to support accuracy of billing, customer data, and applicable contractual terms across systems - Investigate billing and fee discrepancies and coordinate resolution with appropriate internal stakeholders - Maintain applicable fee tracking, reporting, and supporting documentation - Provide reporting on fee implementation and applicable customer pricing trends
• Data and Business Review Support - Maintain customer data and tracking documents to support accuracy and fulfillment of customer requirements - Coordinate Business Reviews and Executive Business Reviews, including collection, organization, and preparation of information from internal stakeholders - Partner with internal stakeholders on customer reporting and data needs, including Power BI where applicable - Recommend improvements that enhance data accuracy, usefulness, and efficiency
• Customer Maintenance and Onboarding Support - Coordinate customer maintenance across applicable systems, including new customer setup, changes in customer status, and fee schedule assignments - Support assigned customer onboarding activities and coordinate with appropriate internal stakeholders - Maintain accurate customer information and supporting documentation
• Customer Care and Cross Functional Support - Support customer needs and service issues and coordinate appropriate follow through with internal stakeholders - Collaborate with Client Success, Business Development, Marketing, Finance, Operations, Legal, service line teams, and other internal stakeholders as appropriate - Support Salesforce Service Console and other applicable customer systems - Participate in applicable operating mechanisms to support collaboration, knowledge transfer, and continuous improvement
• General Responsibilities - Maintain required records, reports, and files related to areas of responsibility - Acquire and maintain a thorough understanding of applicable Versiti products and services - Uphold Versiti customer service standards - Maintain appropriate knowledge of technical, regulatory, and legal developments applicable to assigned responsibilities - Understand and perform responsibilities in accordance with applicable regulatory and compliance requirements - Comply with applicable standard operating policies and procedures - Perform other duties as required or assigned that are reasonably within the scope of this job classification
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Qualifications

Education

• Bachelor's Degree from an accredited college or university in life sciences, marketing, business development, business, or a related field preferred

Experience

• 1-3 years Experience in project management or project coordination within cross functional teams preferred
• 1-3 years Experience in healthcare, medical devices, laboratory testing, or a related field preferred
• 1-3 years Experience with integrated business software and CRM systems preferred

Knowledge, Skills and Abilities

• Demonstrated ability to report on project status, deliverables, and results required
• Strong attention to detail, ability to maintain accurate customer and business data, and willingness to perform repetitive data entry tasks required
• Strong interpersonal and relationship building skills required
• Excellent verbal and written communication and presentation skills, including the ability to communicate information effectively to internal stakeholders required
• Strong organizational, critical thinking, and practical problem solving skills required
• Ability to work independently with minimal direct supervision required
• Strong process orientation and continuous improvement mindset preferred
• Project coordination and project management skills preferred

Licenses and Certifications

• Valid U.S. Driver’s License and access to an insured vehicle required

Tools and Technology

• Personal Computer (desktop, laptop, tablet, mobile phone) required
• General office equipment (laptop, printer, scanner) required
• Microsoft Suite (Word, Excel, PowerPoint) required
• PowerBI preferred
• Experience with CRM, ERP, laboratory, and other integrated business systems preferred