Blood Bank Associate TSS

SOFT COMPUTER CONSULTANTS

12d

About The Position

Training position for ATSS to pass the certification examination and advance to a TSS. The focus will include basic Blood Bank, Donor, and Laboratory theory and logic. With emphasis on expanding troubleshooting and LIS skills.

Requirements

An Associate’s or Bachelor’s degree in any healthcare or information technology is highly desirable.
Minimum 2 years working in a hospital involved in specimen processing, phlebotomy, or lab assistant for the areas of Blood Bank, Donor, Immunohematology, Chemistry, Hematology, Serology, Microbiology, Histology, or Cytology.
Proficient in the use of a PC
Proficient in the use GUI applications such as Windows and MS Office
Analytical and problem-solving ability
Ability to work independently
Ability to collaborate with other team members
Excellent communication skills (oral and written)
Excellent interpersonal skills
Ability to work effectively under stress
Good keyboard/typing abilities
Excellent teaching and presentation skills
Excellent multi-tasking abilities

Nice To Haves

Previous experience in a service-related field, clinical laboratory, or related computer position is also desirable.
Training in Laboratory Information Systems (LIS) or Computer Science is desirable

Responsibilities

Primarily responsible for system-critical or non-complex application issues related to areas designated under the Blood Bank or Donor
Properly documents new tasks into the Case Management System (STAR/TMS)
Performs simple troubleshooting of System issues or non-complex application issues using provided tools
Immediately alerts appropriate SCC staff of client system critical conditions
Redirects tasks to other technical departments upon completing preliminary investigation
Escalates tasks to the appropriate Lead Technical Support Analyst or Technical Support Specialist per Departmental and Support guidelines
Identifies commonly reoccurring system issues and reports this to the Team Manager or designee
Assists with projects as assigned by the Team Manager
Performs other duties as assigned
Assigning an appropriate level of criticality to all support calls and tasks received
Performing troubleshooting activities to identify the cause of a reported problem
Documenting all actions taken during the problem resolution process
Developing solutions to reported problems
Searching online manuals and helpdesk for resolution to reported problems
Collaborating with other support team members and SCC staff as directed to deliver timely and satisfactory resolutions to reported problems
Providing timely follow-ups (status updates) to clients during the problem resolution process
Escalating unresolved client issues to Tier 3 Support (Senior TSS)
Initiate proactive calls to clients
Attend client conference calls and meetings as needed
Maintaining technical skills to be current with changes in technology
Actively sharing discovered solutions to reported problems with other team members, departmental trainers, and with SCC Knowledgebase Administrator
Identifying commonly reoccurring problems relating to software and hardware with notification to the Support Center Team Manager
Participating in the training of new team members as directed by Support Center Team Manager
Participates in corporate client service and technical training programs as assigned
Maintains FDA compliance on regulated products with Risk To Health processing, complaint handling, and HIPAA policies
Properly time sheets against the appropriate SCC tasks
Properly uses the time clock as required to track working hours
Reviews assigned workload to assess potential delays in the delivery of solutions
Updates voice and email messages when absent from work
Responds to voice and email messages in a timely manner