Client Service Representative

Medical Pathology Associates is committed to delivering the highest quality sub-specialized pathology diagnoses. MPA's comprehensive diagnostic services address each patient's unique condition and provide vital and conclusive information to ensure appropriate treatment for our clinician's patients.

We process tissue in a state-of-the-art laboratory that is centrally located in Houston, Texas. Through rigorous quality assurance and an expertise in pathology, MPA strives to continually improve diagnostic precision and ensure that patients receive the best possible care.

We deliver not only the broadest range of services but also the highest quality results, including access to advanced testing and molecular diagnostics. Our pathologists regularly collaborate internally and consult with experts at world class institutions to assist with challenging cases.

The Client Service Representative (CSR) serves as the primary point of contact for client inquiries and service needs within the Pathology and Molecular Diagnostics Departments. This role focuses on providing prompt, accurate, and professional support to healthcare providers, medical offices, and internal laboratory teams. The CSR assists with resolving routine service issues, facilitating communication between departments, and ensuring accurate documentation of client interactions. In addition to general administrative duties, this position plays a key role in supporting day-to-day operations that maintain high levels of client satisfaction and laboratory efficiency.

The ideal candidate demonstrates strong communication skills, attention to detail, and the ability to thrive in a fast-paced environment while handling sensitive clinical information appropriately.

Key Responsibilities

Client Service & Communication

• Serve as a frontline contact for client phone calls and emails, addressing routine inquiries regarding specimen status, report availability, and general service questions.
• Provide accurate information on laboratory processes, turnaround times, and reporting procedures.
• Document all client interactions, issues, and resolutions in the appropriate systems to support quality assurance and service monitoring.
• Escalate complex or unresolved client concerns to appropriate internal teams (clinical, molecular, laboratory operations, or client services leadership).
• Assist in communicating report revisions, addendums, or clarifications between pathologists and client practices.
• Support communication of important service announcements, workflow updates, or temporary service changes.

Administrative & Operational Support

• Perform general administrative duties such as answering phones, managing correspondence, and organizing digital and physical documents.
• Assist in preparing, reviewing, and distributing pathology and molecular reports, ensuring accuracy and regulatory compliance.
• Maintain and update electronic medical records (EMRs) and laboratory information systems (LIS).
• Retrieve records, slides, blocks, or other materials for consultations or case reviews as directed.
• Support routine data entry, tracking logs, and report generation related to client services.
• Assist with maintaining supply inventory for the front office and coordinating client supply requests (e.g., requisitions, shipping materials, specimen containers).
• Provide administrative support during regulatory audits, inspections, and quality assurance activities.

Internal Coordination

• Collaborate with pathology, molecular, accessioning, courier, and laboratory operations teams to investigate and resolve client service issues.
• Communicate specimen discrepancies, missing information, or order clarification needs to client offices, internal teams and the Sales team.
• Track and follow up on pending information required for case completion (e.g., clinical notes, insurance details, requisition corrections).
• Support internal initiatives to improve service workflows, client communication, and operational efficiency.

Client Onboarding Support

• Assist with basic components of new client setup, such as gathering documentation or providing introductory information, while full onboarding is completed by the Client Liaison or Client Services Manager.
• Ensure new clients receive needed supplies and initial communication materials.Describe the specific responsibilities and job functions of the role.

Qualifications

• High school diploma or equivalent required; Associate's degree in healthcare administration or related field preferred.
• 1–2 years of administrative, call center, or client service experience; healthcare or laboratory setting preferred.
• Proficiency in Microsoft Office Suite; familiarity with EMR systems (e.g., ModMed, Nextech) and LIS platforms is a plus.
• Strong verbal and written communication skills with a professional, client-focused approach.
• Excellent organizational skills, attention to detail, and ability to multitask in a fast-paced environment.
• Ability to handle confidential medical information with discretion and comply with HIPAA regulations.