Laboratory Client Services Specialist (Full-Time, Days)

SUMMARY

The Laboratory Client Services Specialist provides support to and assists the client services technologists with the responsibility of receiving client services requests and complaints and then channeling these requests/complaints to the proper area of the Clinical Laboratory. This person will quickly and accurately identify and assess customer issues and resolve issues in real time, i.e. answer result inquires and requests for supplies. Independent judgment necessary.

RESPONSIBILITIES:

• Handles communication with clients and customers paying special attention to customer service standards taught by establishing rapport relating to the customer in a polite, positive and courteous manner.

• Responsible for follow-up work needed for resolving and closing issues.

• Answers telephone inquiries for results, accesses LIS, and provides the results in a timely and accurate professional manner.

• Accepts telephone requests for specimen containers, forms, supplies, etc.; routes requests to proper party for filling.

• Assists in coordinating stat request pickups by stat couriers as needed.

• May assist with problem requisition resolution as directed by the Supervisor. Calls offices for clarification of tests or notification of misdraws, recalling the patient when appropriate and assuring the proper paperwork will be awaiting the patient upon their return to the PSCs.

• Initiates “call reports” for the appropriate departments for education and to prevent repeat errors. Submits appropriate errors to Dr. Quality program by instigating an event report for further follow up.
  Clerical Duties

• Assists with filing of requisitions, separating reports and scanning documents into imaging system Calling or faxing and documenting call activities for all protimes, and positive throat, wound, and STD cultures and other results as requested.

• Maintains proficiency in all technical applications (system knowledge).

• Additional Duties and Responsibilities as requested by Supervisor or Sr. Manager.     

• Complies with current department and hospital policies and procedures.

PREFERRED QUALIFICATIONS:

• AAS in a related Science with one-year relevant lab experience preferred OR a HS degree with 4-6 years previous clinical lab experience with increasing relevant customer service experience preferred

• Excellent data entry and computer skills necessary

• Knowledge of LIS and equivalent relevant lab experience considered