Blood Bank Associate TSS

SOFT COMPUTER CONSULTANTS•Clearwater, FL

About The Position

This is a training position for an ATSS to pass the certification examination and advance to a TSS. Training focuses on basic Blood Bank, Donor, and Laboratory theory and logic, with emphasis on expanding troubleshooting and laboratory information system (LIS) skills. The role provides technical support for Blood Bank or Donor systems, including initial investigation, basic troubleshooting, documentation, escalation, and client follow-up. The employee also supports team development, client service, administrative processes, and compliance for regulated products.

Requirements

At least 2 years of work in a hospital involving specimen processing, phlebotomy, or laboratory assistance in Blood Bank, Donor, Immunohematology, Chemistry, Hematology, Serology, Microbiology, Histology, or Cytology.
Proficiency using a PC.
Proficiency using GUI applications such as Windows and MS Office.
Analytical and problem-solving ability.
Ability to work independently and collaborate with team members.
Excellent oral and written communication skills.
Excellent interpersonal skills.
Ability to work effectively under stress.
Good keyboarding and typing abilities.
Excellent teaching, presentation, and multitasking abilities.
Ability to safely drive an automobile.

Nice To Haves

An associate's or bachelor's degree in healthcare or information technology is highly desirable.
Previous experience in a service-related field, clinical laboratory, or related computer position.
Training in Laboratory Information Systems (LIS) or Computer Science.

Responsibilities

Handle system-critical or non-complex application issues related to Blood Bank or Donor areas.
Document new tasks in the Case Management System (STAR/TMS).
Perform basic troubleshooting of system or non-complex application issues using provided tools.
Immediately alert appropriate SCC staff about client system-critical conditions.
Redirect tasks to other technical departments after completing a preliminary investigation.
Escalate tasks to the appropriate Lead Technical Support Analyst or Technical Support Specialist according to departmental and support guidelines.
Identify recurring system issues and report them to the Team Manager or designee.
Assist with projects and perform other duties as assigned by the Team Manager.
Assign an appropriate criticality level to support calls and tasks.
Troubleshoot reported problems, document resolution actions, and search online manuals and the helpdesk for solutions.
Collaborate with support team members and SCC staff to resolve reported problems in a timely and satisfactory manner.
Provide timely client status updates, escalate unresolved client issues to Tier 3 Support (Senior TSS), and initiate proactive calls to clients.
Attend client conference calls and meetings as needed.
Maintain technical skills as technology changes and share discovered solutions with team members, departmental trainers, and the SCC Knowledgebase Administrator.
Report recurring software and hardware problems to the Support Center Team Manager.
Participate in training new team members as directed and attend assigned corporate client service and technical training programs.
Maintain FDA compliance on regulated products, including Risk To Health processing, complaint handling, and HIPAA policies.
Enter time against appropriate SCC tasks, use the time clock as required, and review assigned workload for potential delays.
Update voice and email messages when absent and respond to voice and email messages in a timely manner.