Associate Account Manager - Laboratory Operations & Client Success

About Trilab Health

Trilab Health is a physician-founded and led clinical laboratory headquartered in the Chicagoland area, dedicated to providing precise, transparent, and compassionate diagnostic services. With expertise in toxicology, molecular diagnostics, general chemistry, and hematology, we partner nationwide with healthcare providers, treatment centers, and medical practices to enhance patient outcomes through reliable testing and excellent service. Since 2015, our commitment to accurate and timely diagnostics combined with strong relationships and robust internal quality assurance has established us as a leader in clinical laboratory excellence.

Role Overview

We are seeking an experienced Associate Account Manager to join our Sales & Marketing team, acting as the operational liaison between clients, lab departments, logistics, and commercial functions. This full-time exempt role requires up to 50% remote work with travel including overnight stays. The Associate Account Manager is responsible for seamless client onboarding, ongoing account management, issue resolution, and supporting sales growth through close collaboration across departments.

Key Responsibilities

• Function as the main operational contact for assigned provider accounts, nurturing strong relationships with physicians, practice managers, and healthcare entities.
• Facilitate effective onboarding of new clients, ensuring smooth implementation of laboratory services.
• Conduct periodic account reviews to identify opportunities for improving client satisfaction and retention.
• Manage and address client concerns, coordinating resolutions promptly.
• Use Orchard Harvest™ Laboratory Information System to set up and maintain client accounts, including updating provider profiles, collection sites, test menus, and reporting preferences.
• Troubleshoot basic LIS workflow and account challenges, collaborating with IT and laboratory teams as needed.
• Monitor specimen workflows, order statuses, and reporting accuracy to maintain service excellence.
• Support connectivity initiatives such as EMR/EHR integrations and electronic reporting projects.
• Collaborate with sales and business development teams to assist client onboarding, presentations, proposals, and contract implementation.
• Coordinate communications between laboratory and commercial units to ensure operational alignment.
• Work with logistics, accessioning, and clinical teams to manage courier services, specimen supplies, and client inventory.
• Track performance metrics, turnaround times, and client satisfaction KPIs, contributing to process improvements.
• Prepare reports analyzing laboratory activity and client utilization trends to support data-driven decisions.

Qualifications

• Bachelor's degree in Healthcare Administration, Business, Life Sciences, Marketing, or a related discipline, or commensurate experience.
• At least two years of laboratory, healthcare, or laboratory operations experience.
• Proficiency with Orchard Harvest LIS and comprehensive understanding of laboratory workflows including specimen handling, accessioning, testing, and reporting.
• Strong client service skills with effective relationship building capabilities.
• Excellent organizational, project management, and communication skills, both verbal and written.
• Advanced knowledge of Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Preferred: experience supporting physician offices, hospitals, or reference labs, familiarity with CRM systems, regulatory knowledge (CLIA, COLA, HIPAA), and expertise in laboratory onboarding and EHR integrations.

Core Competencies

• Client Relationship Management
• Account Coordination and Project Management
• Orchard Harvest LIS Expertise
• Healthcare and Laboratory Operations Insight
• Process Improvement and Problem Solving
• Strong Communication and Presentation Skills
• Cross-Functional Team Collaboration
• Attention to Detail and Time Management

Working Conditions

• Ability to operate within an office and laboratory environment.
• Travel to client sites in the Chicagoland area occasionally, including overnight stays.
• Capacity to sit, stand, and work extensively on computers.
• Occasional lifting of up to 20 pounds for handling materials.

Compensation and Benefits

• Annual salary of $50,000.
• Medical, dental, and vision insurance coverage.
• 401(k) retirement savings plan.
• Paid time off and holidays.
• Opportunities for professional growth and career advancement.

Our Mission

At Trilab Health, we aim to empower healthcare providers with accurate diagnostics and compassionate support to enhance patient care. We strive to be a trusted partner that advances compliance, improves health outcomes, and elevates patient experiences through operational excellence and innovation.