Client Service Lead

Hoffmann-La Roche Inc. San Jose , CA 95111

Posted 5 months ago

Job Description:



  • Act as first point of escalation to the Client Services team to answer questions and help resolve escalated issues from clients, patients, and Sales.

  • Monitor and manage available staffing, coordinating resource assignment to ensure appropriate coverage for timely order entry and case closure.

  • Responsible for the creation of training content and delivery for Client Service team members.

  • Monitor and assess call quality and data captured by maintaining scorecards on all primary job functions including but not limited to the following topics: Phone etiquette, Customer service skills, accuracy of the information provided and data submission.

  • Coaching and job mentoring of Client Services team members.

  • Generate reporting and take action on contact center performance metrics to ensure responsive and efficient interactions.

  • Responsible for facilitating customer training.

  • Monitor and trend customer issues and use that information to recommend, document, and implement process improvements.

  • Identify trends in QA scoring and share recommendations in calibration meeting.

  • Documenting Standard Operating Procedures and Work Instructions.

  • Ensure all tools, and technologies used to score and analyze quality monitoring data are functioning properly and effectively.

  • Facilitate the auditing and monitoring toward compliance for all Client Services controlled documentation, including; work instructions, SOPs, and training documentation. Work with Client Services Leadership Team on the changes and maintenance of such documentation.

  • May serve as a delegate for Quality and Regulatory Audit related visits and follow up items related to Client Services.

  • Participate in and lead company or department projects and initiatives, as needed.

  • As business needs require, perform the duties of the Client Service Department.


Formal Training/Education:

  • Associates Degree required, but will consider equivalent work experience of 3+ years of client service experience in a contact center environment preferably in the healthcare or CLIA laboratory industry.

  • Bachelor's or Master's degree highly preferred, with 1+ years experience in a contact center environment preferably in the healthcare or CLIA laboratory industry.


  • 3+ years of customer service/order management experience. Experience in a regulated, clinical laboratory, medical field, order management, or a related field with evidence of progression in responsibilities.

  • Experience using Customer Relationship Management (CRM) Software (e.g. NetSuite,, Laboratory Information Systems (LIMS), and proficiency in Microsoft Office Suite a plus.

Knowledge, Skills, and Abilities:

  • Must have strong attention to detail and equal focus on quality.

  • Strong organization and effective time management skills.

  • Customer centric focus with a track record of delivering exceptional service.

  • Demonstrate a strong ability to identify and act on issues within an order that may impact customer satisfaction and test turnaround time.

  • Must have strong verbal and written skills, along with the ability to accurately articulate observations to communicate within the team, internal, and external partners as needed.

  • Ability to provide feedback to staff in a positive, upbeat, and confidential manner.

  • Knowledge of PHI and HIPAA guidelines.

  • Excellent people skills and ability to work well in a team environment.

  • Superior people skills and demonstrated ability to work successfully in a team environment

  • Demonstrated maturity and strong decision-making skills.

  • High ethical standards.

  • Can work independently with minimal supervision.

  • Intermediate skills with Customer Relationship Management (CRM) Software (e.g. NetSuite, Microsoft Word, Excel, and PowerPoint.

  • Must be able to understand and follow laboratory procedures and also adhere to the laboratory's quality control policies.

  • Must be able to type at least 45 words per minute with excellent accuracy.

  • Must be able to lift up to 35 pounds.

  • Knowledge of how insurance works and medical billing are desirable, but not required.


Travel Requirement: Less than 5% of time travel domestic and/or international.

Roche is an equal opportunity employer.

Sales & Marketing, Sales & Marketing > Commercial Business Support & Sales Operations

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Client Service Lead

Hoffmann-La Roche Inc.