Reference Lab Outreach Customer Success Specialist

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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, Billing & Operational Coordination
• Coordinate, manage, and support outreach customer courier services, including route changes, service requests, pickup concerns, and communication with courier vendors and internal stakeholders.
• Track courier service billing, invoices, and related documentation to support accurate reconciliation, timely follow-up, and appropriate allocation of courier costs.
• Partner with outreach customers, courier vendors, billing teams, and business operations staff to resolve courier service and invoicing issues efficiently.
• Manage and track outreach customer supply requests, including order intake, fulfillment status, inventory coordination, and follow-up to ensure timely delivery of required materials.
• Coordinate the printing and mailing of test requisition forms and outreach customer test results, ensuring timely, accurate, and confidential distribution to external clients.

• Marketing, Outreach & Business Growth
• Assist with planning and coordinating marketing activities designed to attract new outreach customers and promote SHC Reference Lab services.
• Coordinate marketing communications, outreach materials, customer lists, event logistics, and follow-up activities to support campaign effectiveness.
• Track marketing campaign responses, customer inquiries, and outreach leads to help identify engagement opportunities and support business growth.

• Perform other duties and support ad hoc projects as assigned by the Manager.

Education Qualifications

• Bachelor's degree in a work-related discipline/field from an accredited college or university required.

Experience Qualifications

• Two to five years of prior experience interacting with customers, providers, and/or patients required.

• Experience in customer relationship management, account management, business liaison support, or client-facing service coordination, preferred.

• Experience supporting marketing campaigns, outreach engagement initiatives, or strategic growth plans, preferred.

Required Knowledge, Skills and Abilities

• Ability to establish and maintain effective working relationships.

• Excellent organizational and problem solving skills with the ability to prioritize multiple and diverse tasks.

• Possesses an ability to manage multiple changing priorities.

• Must be able to take direction and work effectively both alone and collaboratively with others.

• Demonstrated ability to independently seek out and obtain information.

• Demonstrated ability to exercise good judgment and use discretion in confidential situations.

• Excellent written and verbal communication skills required.

• Able to communicate clearly and maintain professional appearance and composure with all types of individuals including faculty, management staff and others.

• Exhibits a professional approach to work including a sense of responsibility for assigned duties.

• Ability to utilize critical thinking skills and time management principles to achieve goals.

• Demonstrated ability and interest in learning new software programs as required.

• Intermediate level proficiency using computer software systems including Microsoft Office, Word, Excel, PowerPoint.

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deli