Client Service Specialist II

Eurofins • Louisville, KY

404d

About The Position

The Client Service Specialist II at Eurofins Scientific is responsible for providing exceptional client support and ensuring smooth communication between clients and various departments. This role involves handling client inquiries, processing requisitions, and maintaining accurate documentation while adhering to company protocols. The position requires strong multitasking abilities and effective communication skills to address client needs efficiently.

Requirements

• Associate degree in Business preferred, minimum requirement to Qualify as Testing Personnel as defined by High School Diploma or its equivalent
• Minimum 1-2+ years' experience in a laboratory and/or customer service setting preferred
• Must possess proficiency with basic computer programs
• Be a strong team player
• Excellent communication skills
• Must be able to multitask and keep up in a fast-paced environment
• Must work well on your own with minimal supervision
• Must not be in disciplinary action cycle
• Must be comfortable handling patient samples using proper PPE procedures

Responsibilities

• Research problems that may arise and involve others if needed to help with final resolve for client
• Answering calls with clients to better serve their needs and to transfer any calls to the appropriate department as needed
• Set up/verifying new clients according to protocol and follow through with any issues that are involved with the client set up process as needed
• Assist clients if they are having difficulty reaching other departments
• Set clients up on the Diatherix-Eurofins web portal and follow through with any issues that are involved with the web client set up process as needed
• Follow up with all client related issues in a timely manner and document the progress and notify TM if necessary
• Advise clients to visit our website for additional information
• Assist clients with any need resulting from the web portal
• Monitor fax press
• Monitor channel verification report
• Monitor CCM (ClientCaseManagement)
• Call clients to obtain information necessary to perform testing when required
• Send a new requisition to the clients as needed
• Complete data entry for specimen orders into LIS
• Resolve mis-sorts and send delay notices
• Follow procedure as it pertains to late arrivals
• Follow through with client requests for additional testing
• Complete verbal order forms and patient/sample authentication forms for problem resolve
• Sort all requisitions when needed as procedure requires
• Complete data entry for all specimen orders
• Scan documents into record documentation system as needed
• Verify all documents are in View Wise
• Resend reports by verified reporting method
• Check reported basket at the end of each day
• Process all WIB requisitions as the procedure states
• Process all EMR orders as the procedure states
• Verify all documents are in View Wise
• Be alert to the need of any process changes daily to maintain appropriate turnaround time
• Understand and meet process for turnaround times
• Process all specimen splits as the procedure states
• Serve as a resource for Lab Assistants
• Contact IT if needed to resolve issues
• Know the appropriate individual to contact when there is an urgent need
• Briefly investigate client courier issue to advise the client and refer client to Logistic department when needed
• Serve as a resource for Representative I's as well as training
• Instruct other team members on any ongoing client concerns
• Notify manager of any client concerns that you feel needs immediate attention
• Observe compliance when it comes to PHI information
• Use PPE per policy when in the laboratory
• Keep Client Service department and your personal area neat and clean
• Maintain the scanning room is clean and picked up
• Make sure all requisitions are in ViewWise before sending documents to storage
• Make sure we have enough boxes ordered for document storage and keep up with other vital inventory that we use daily
• Other duties as needed

Benefits

• Comprehensive medical coverage
• Dental and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 10,001+ employees