Client Service Representative Medical Laboratory Technician
About The Position
The Client Service Representative will coordinate and follow through on inbound telephone calls for the laboratory, adhering to client services procedures. This role also involves performing outbound telephone calls to clients, reporting results to appropriate individuals, and notifying medical staff of critical patient results. The representative will ensure rapid and appropriate complaint resolution and documentation, maintain a working knowledge of all laboratory operations and databases, and utilize technical training to respond to inquiries. Additionally, they will use technical knowledge to evaluate New Test Assay requests, coordinate blood draw requests and specimen pickups, and assist Business Development and Client Service teams with account maintenance and policy/procedure development.
Requirements
- Medical Laboratory Technician (MLT) certification issued by the American Society for Clinical Pathology Board of Certification (ASCP BOC) needs to be obtained within 1 year.
- Associate's Degree in Clinical Laboratory Sciences.
- Basic understanding of computers and desktop software packages.
- Interpersonal skills necessary to deal effectively with client service staff, all levels of management, and all external contacts, including industrial clients, physicians, patients, and the community.
- Demonstrates good decision-making skills.
- Ability to use the telephone effectively with a clear speaking voice and a courteous manner.
- Operates all equipment necessary to perform the job.
- Ability to deal with high levels of job-related stress.
- Must be willing to handle potentially hazardous and/or infectious materials.
- Must possess good command of the English language with the ability to analyze written, spoken, and visual material.
Nice To Haves
- No experience required.
Responsibilities
- Coordinates and follows through on inbound telephone calls for the laboratory, following client services procedures.
- Performs outbound telephone calls to clients following client service procedures.
- Reports results to appropriate individuals and notifies appropriate medical staff of critical patient results.
- Ensures rapid and appropriate complaint resolution and documentation.
- Maintains a working knowledge of all laboratory operations and databases of ACL, including telecommunications and all methods of reporting data.
- Utilizes knowledge obtained from technical training when responding to inquiries for technical or department/division information.
- Uses technical knowledge and experience to evaluate New Test Assay requests for implementation at ACL.
- Coordinates blood draw requests and specimen pickups with the phlebotomy and courier departments.
- Assists Business Development and Client Service teams with maintenance of existing accounts.
- Assists with the development and maintenance of Client Service policies and procedures.
Benefits
- Comprehensive suite of Total Rewards: benefits and well-being programs
- Competitive compensation
- Generous retirement offerings
- Programs that invest in your career development
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
1-10 employees
