Client Services Representative

• Navigate client/provider EMR systems such as Epic and Cerner to retrieve patient and clinical data
• Identify and resolve missing, incomplete, or incorrect information impacting case processing
• Identify repeat order time points and coordinate sample collection with the clinical team
• Document findings, actions, and resolutions in internal systems with precision and compliance
• Escalate systemic issues and contribute to process improvements
• Serve as the primary point of contact for assigned Key Accounts, remotely and in person as needed
• Provide proactive order follow-ups and reminders to ensure timely case progression
• Respond to client inquiries clearly, professionally, and with urgency
• Manage customer data requests in alignment with compliance and privacy standards
• Address account-level concerns and coordinate resolution with cross-functional partners
• Manage and track tissue sample requests through receipt and documentation
• Coordinate shipping, pathology lab communication, and internal follow-ups
• Review pathology reports to extract relevant clinical information and support case resolution
• Support and reconcile Advance Beneficiary Notices and other required clinical documentation
• Ensure documentation meets HIPAA and internal compliance standards
• Partner with Sales, Client Services, Marketing, Billing, Software, and Clinical Operations
• Participate in training on EMR systems, client protocols, and regulatory requirements
• Contribute to scalable workflow improvements and operational best practices
• Support strategic discussions with internal and external stakeholders when needed

Senior Client Services Specialist – Key Accounts

• Serve as the primary contact for assigned clients and oversee day-to-day relationship management
• Build and maintain strong client relationships as a trusted advisor and advocate
• Manage complex client issues and escalations with internal teams
• Develop and execute client service strategies supporting retention, satisfaction, and growth
• Lead client meetings, service reviews, and ongoing communications
• Coordinate client initiatives across internal and external stakeholders
• Understand each client’s business to identify service, adoption, and strategic growth opportunities
• Manage client master agreements and service inventories
• Support alignment on service levels, deliverables, and best practices
• Identify trends and implement improvements to enhance client experience and service delivery
• Develop client-facing materials, including performance reporting and service documentation
• Share knowledge, support colleagues, and represent the organization in client and industry settings
• Help evolve the client service model, governance routines, service commitments, and SLA enhancements

Vice President, Client Service Management

• Manage and develop existing medical communication client accounts, client portfolios, and therapeutic areas
• Achieve account forecasts and identify and secure new business opportunities
• Build and maintain strong client relationships
• Oversee and manage account teams to ensure high-quality and timely deliverables
• Lead strategic publication and medical communication planning initiatives
• Develop, present, and sell deliverables
• Ensure timely delivery of products and services to clients
• Develop project proposals and budgets with internal teams
• Review major deliverables for quality and client alignment
• Keep leadership informed of critical client and project updates and concerns
• Manage financial aspects of client relationships, including contracts, statements of work, purchase orders, invoices, forecasting, and reporting
• Prepare strategic, tactical, and project plans
• Lead client status meetings, project kick-offs, and debrief meetings
• Review project reports and communicate scope and cost changes
• Travel for client meetings and other events as needed
• Lead, mentor, train, and coach account team members
• Manage 1–2 direct reports, including feedback, goal setting, and performance reviews
• Participate in client presentations, selling, and communicating Citrus’s point of view and expertise
• Update stakeholders on project status and identify and nurture new business opportunities

Client Services Representative jobs in Pennsylvania

Senior Client Services Specialist – Key Accounts

Vice President, Client Service Management

Client Service Director