Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Summary: The Laboratory Account Manager serves as the primary liaison between the hospital laboratories that are part of the Beth Israel Lahey Health (BILH) system and the providers who use the BILH hospital labs. The Lab Account Manager is responsible for ensuring that the lab services provided by the BILH labs meet the needs of BILH providers and non-BILH providers in the lab accounts that are assigned to the Lab Account Manager, and is responsible for ensuring the satisfaction of providers and patients with lab services provided by BILH hospital laboratories. The Laboratory Account Manager is responsible for cold calling, prospecting and building relationships that will increase account penetration, revenue growth and customer satisfaction within a specified product line, business segment and/or geography. Focus areas will include driving new business as well as increasing penetration in existing accounts.

Job Description:

Essential Responsibilities:

1. Demonstrates advanced knowledge of Beth Israel Lahey Health and customer industry, including: key competitors, terminology, technology, trends, challenges, reimbursement and government regulation; demonstrates working knowledge of how Beth Israel Lahey Health offerings match with a customers' unique business needs.

2. Initiates and takes ownership of principles of territory management, including: account planning, selling processes, post-sales implementation processes, deal economics What is expected of you and others at this level in Direct Sales for functional success.

3. A major portion of the position is troubleshooting, problem resolution and service recovery activity of current accounts as well as managing process changes in the field.

4. Effectively negotiates and collaborates with the customer and colleagues to influence support for mutually beneficial outcomes and achieve consensus.

5. Builds and sustains relationships founded on trust with internal and external customers and ensures customer satisfaction and loyalty.

6. Builds and sustains relationships founded on trust with internal and external customers and ensures customer satisfaction and loyalty.

7. Work cross functionally with internal colleagues and peers to share information and best practices while remaining actively involved in industry/customer organizations that impact business.

8. Providing 'one face to the customer', quarterback within account. Single point of contact for all customer needs.

9. Assuming product ownership and responsibility of all diagnostic business units with basic understanding of the products and positioning against the competition.

10. Ability to influence without authority and collaborate across all levels of an organization (internal and external). Ability to manage and resolve complex business problems, at times in the absence of existing procedures or practices.

Required Qualifications:

1. Bachelor's degree required.

2. 3-5 years related work experience required in medical device, capital equipment sales.

3. Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.

Competencies:

1. Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.

2. Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.

3. Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.

4. Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.

5. Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.

6. Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

7. Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

8. Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job:

Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled