Account Service Representative

Get to know us: NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVOs wide range of service programs offer a variety of options to provide a seamless single source distribution system. NOVOs regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes.

The Account Service Representative plays a critical role in supporting client satisfaction retention and growth by managing inventory service coordination and day-to-day account activities within an assigned territory. This role serves as the primary liaison between clients and Novo Health Services Operations proactively resolving issues coordinating logistics and ensuring a consistent high-quality customer experienceparticularly within operating room and sterile processing environments.

This position requires strong relationship-building skills independent decision-making and the ability to operate confidently in clinical settings while supporting both client needs and Novos operational objectives.

Key Responsibilities

Client Inventory & Account Management

• Manage customer inventory including product rotation returns standard order setup and special client requests

• Assist with ordering purchase order coordination and resolution of credit-related issues as needed

• Identify coordinate and manage instrument returns while reinforcing program value to clients

• Analyze inventory usage and support cost control initiatives aligned with budgetary requirements

Client Relationship & Service Excellence

• Serve as the primary client liaison for service issues product complaints and service deviations

• Partner with internal account management and operations teams to resolve issues and prevent recurrence

• Conduct regular client visits and calls to build strong relationships at all organizational levels

• Drive client satisfaction and retention through proactive communication and responsive service

Operational & Clinical Support

• Act as the conduit between clients and plant operations to address technical or product-related issues

• Determine when to escalate matters and request additional internal resources to support client needs

• Execute in-services within assigned accounts to reduce product loss and improve utilization

• Assist with new account and product implementations including inventory logistics delivery schedules in-services and service debriefs

Growth & Opportunity Identification

• Identify opportunities to increase product penetration within existing accounts and communicate insights to the Account Manager

• Support RSP pack management including operating room observations and recommendations to improve efficiency and financial outcomes for both the client and Novo

• Assist with logistics coordination improvements between client sites and Novo facilities

Additional Duties

• Perform other duties as assigned in support of client satisfaction and business objectives

Working Conditions

• Work environments include office settings sterile processing departments and operating rooms

• Exposure to blood and bodily fluids may occur; must be able to wear required PPE (e.g. gloves gowns face protection)

• Compliance with client vaccination requirements is mandatory

• Travel required within assigned territory (approximately 80%)

• Requirements may vary by client location

Experience Knowledge & Skills

Required

• Minimum of 4 years of experience with exposure to operating room environments in a clinical or sales capacity

• Proven ability to build and manage customer relationships

• Strong problem-solving communication and time-management skills

• Ability to work independently and make sound decisions with limited standardization

• Strong interpersonal skills with the ability to communicate effectively and persuasively

• Ability to identify customer needs anticipate challenges and propose practical solutions

• Basic proficiency or ability to learn PowerPoint and Excel

• Strong self-management skills including maturity judgment teamwork and accountability

Preferred

• Clinical exposure with emphasis on OR processes products or procedures

• Understanding of healthcare market dynamics and value-based service delivery

• Ability to analyze data budgets and operational metrics to improve outcomes

Education

• High School Diploma or GED required

• Bachelors degree preferred

• Relevant sales marketing or clinical experience may be considered in lieu of formal education

What we can offer you as a full-time associate:
Competitive pay
Paid Holidays
Paid Time Off Program (PTO)
401(k) w/Employer Match
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Medical Dental and Vision Programs
Basic Life/AD&D Insurance
Long-Term Disability (LTD)

Why work for Novo Health Services

NOVO Health Services strives to be the employer of choice in the hospital sterile and hygienically clean linen industry. To do that we provide a safe positive work environment where our associates experience tremendous growth and related opportunities for advancement.
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All applicants will be considered for employment without attention to race color sex sexual orientation gender identity national origin veteran or disability status. We are proud to be an equal opportunity workplace and an affirmative action employer. Drug-Free Workplace.