Physicians Group Laboratories, LLC · 4 days ago
Key Account Manager
New Orleans, LA
Full-time
Hybrid
Entry, Mid Level
2+ years expPhysicians Group Laboratories, LLC is a mission-driven diagnostic laboratory committed to quality, service, and innovation. They are seeking a Key Account Manager who will serve as the primary point of contact for key client accounts, managing client relationships and ensuring a seamless customer experience. The role involves collaboration with Sales, Operations, and Billing to provide timely and compliant diagnostic testing services.
Hospital & Health Care
Responsibilities
Act as the primary liaison for assigned client accounts, building trusted, long-term relationships
Conduct periodic client meetings (in-person or virtual) to review service performance, address concerns, and identify improvement opportunities
Proactively manage client expectations and ensure high satisfaction levels across all touchpoints
Serve as an escalation point for client issues and coordinate resolution with internal teams
Partner closely with Sales Representatives to support the three largest territories
Assist sales teams with:
On-hold specimens
Missing or incomplete requisitions
Documentation and client follow-up
Help ensure smooth onboarding of new accounts and ongoing support for existing clients
Support sales initiatives by reinforcing service standards and operational best practices
Monitor specimen flow and troubleshoot issues impacting turnaround time, billing, or reporting
Coordinate with laboratory operations, logistics, and billing teams to resolve issues quickly and efficiently
Ensure accurate requisitions, demographic information, and compliance with laboratory and payer requirements
Identify trends in recurring issues and recommend process improvements
Advocate for the client internally while balancing operational and compliance requirements
Identify opportunities to improve workflows, communication, and overall client experience
Maintain detailed documentation of client interactions, issues, and resolutions
Participate in cross-functional meetings related to territory performance and client satisfaction
Qualification
Required
2–5+ years of experience in account management, customer success, client services, or healthcare/laboratory operations
Strong understanding of specimen workflows, requisitions, and customer support processes
Exceptional communication, relationship-building, and problem-solving skills
Highly organized with the ability to manage multiple priorities across large, fast-paced territories
Comfortable working cross-functionally with Sales, Operations, Billing, and Leadership teams
Proficient in CRM systems, LIS platforms, and Microsoft Office or Google Workspace
Preferred
Prior experience in a diagnostic laboratory, healthcare services, or medical sales environment strongly preferred
Company
Physicians Group Laboratories, LLC
PGL is a laboratory service provider that brings rapid turn around times and cutting edge technology to health care facilities in the Gulf South.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Kelli Riggins
Chief Operations Officer
Rick Pfost
Executive Director of Strategic Partnerships with PGL/PCL Diagnostics
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