Clinical Services Coordinator (CSC)

Position Summary:

The Clinical Services Coordinator (CSC) plays an essential role in supporting the Clinical Services team to ensure all clinician customers are successfully onboarded, supported and engaged with CND’s neurodiagnostic testing services. The CSC works closely with internal teams including Sales, Medical Affairs, Marketing, Logistics, Pathology, and Lab Operations to implement best practices, support departmental processes and deliver an exceptional customer experience. The role combines operational execution with performance monitoring, account analysis, and process improvement to support revenue growth and sustained clinician engagement. Key responsibilities include addressing case discrepancies, working closely with CND’s call center to handle call escalations, delivering patient results, handling daily administrative duties and supporting key initiatives to drive customer utilization and support growth. The CSC also collaborates with Clinical Account Managers (CAMs) to onboard and train clinician users, monitor engagement in Salesforce, and coordinate responses to clinical inquiries in collaboration with Medical Affairs. This role is critical to fostering customer satisfaction, clinician loyalty and consistent test utilization.

What you’ll be doing…

Job Responsibilities

Customer support and onboarding

• Partner with CAMs to onboard new clinician users and provide training on CND’s test services.
• Establish communication lines with clinical and administrative staff to support onboarding goals within the first 90 days.
• Monitor early account activity to identify at-risk or low-engagement accounts and proactively implement intervention strategies.
• Act as an additional point of contact for client practices, while maintaining alignment with Sales on long-term engagement strategies.
• Educate clients on biopsy collection protocols, ensuring quality and consistency; recommend improvements as needed.
• Resolve case discrepancies to ensure timely delivery of patient results.
• Answer and triage incoming calls to CND’s main line, offering direct support or routing to appropriate departments.
• Coordinate with the Pathology team to ensure prompt delivery of patient reports.
• Promote consistent and effective use of Salesforce for managing workflows and customer engagement.
• Ensure CRM data integrity by maintaining accurate account and contact records, activity documentation and onboarding tracking.

Customer management and clinical support

• Maintain regular, proactive communication with clinicians to encourage ongoing use and satisfaction.

· Assist CAMs in tracking account activity in Salesforce, identifying usage trends, and recommending interventions.

· Support with dormancy prevention efforts including outreach campaigns and reactivation strategies.

· Provide continuous clinical support, sharing educational resources, patient-facing materials, and case studies.

· Triage clinical questions and partner with the Medical Affairs team to ensure expert responses.

· Encourage proper and consistent test utilization while working to prevent account dormancy.

• Contribute to regular account review and strategic planning discussions, sharing trends and overall summaries.

What you’ll need…

Skills & Experience:

• 1-2 years of experience supporting clinical practices in a commercial or research setting.
• Experience managing multiple clinical accounts or customer sites.
• Outstanding customer service and professional communication skills.
• Exceptional attention to detail and organizational skills.
• Proactive, self-motivated, and collaborative work ethic.
• Ability to prioritize, multitask and adapt to shifting needs.
• Results-driven with a continuous improvement mindset.
• Experience working in Salesforce or similar CRM platforms, preferred.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and general online tools.

Education, Certifications, and Licensures

• Associate degree required
• Bachelor’s degree preferred