Client Service Spec- Warde

Trinity Health•Ann Arbor, MI

About The Position

Client Service Specialists provide detailed technical support to current and potential Warde Medical Laboratory clients and serve as a resource for laboratory staff. They resolve problems, provide information, respond to inquiries, and monitor client satisfaction and needs to maintain service excellence. They also liaise between referral laboratories and Warde Medical Laboratory, inform management about unusual client issues, and recommend service improvements. The role requires responding to technical inquiries and maintaining technical information about assays performed at Warde and referral laboratories. Specialists facilitate special testing requests, follow up on information and pricing requests, assist with establishing new client accounts, and help with test resulting when needed. They collaborate with laboratory departments, maintain proficiency with relevant computer systems, protect confidential information, and perform their duties safely and in accordance with Trinity Health’s Mission, Vision, and Values.

Requirements

Associate's degree from an accredited college or university.
Two years of clinical laboratory experience or two years of Client Services experience in a laboratory environment.
Strong oral and written communication skills.
Strong analytical and problem-solving skills.
Ability to work as a member of a team.
Understanding of laboratory procedures and methods, operations, terminology, and logistics.
Excellent customer service skills.

Nice To Haves

Bachelor's degree.

Responsibilities

Respond to technical inquiries from clients and maintain technical information on assays performed at Warde Medical Laboratory and referral laboratories.
Resolve problems, obtain and relay information, facilitate special testing requests, and respond to inquiries and complaints using knowledge of laboratory policies, procedures, and operations.
Follow up promptly on client requests for information and pricing; gather requested information, statistics, and data, and consult the manager about unusual requests when necessary.
Maintain rapport with technical, specimen processing, sendouts, IT, and laboratory services departments to provide excellent client service.
Assist in establishing new client accounts by contacting new client sendout staff and familiarizing clients with Warde Medical Laboratory policies and procedures.
Assist in test resulting when needed.
Alert laboratory management to potential client issues and propose new services or policy changes that would benefit clients.
Maintain proficiency in the computer systems needed to perform Client Services duties.
Maintain cooperative relationships, approach conflict constructively, help identify problems and solutions, and participate in resolution.
Maintain confidentiality of information concerning patients, physicians, associates, and clients; discuss patient information only with appropriate personnel in private settings.
Behave in accordance with the Mission, Vision, and Values of Trinity Health.
Perform job duties safely, protect personal and coworker safety, and promptly report preventable hazards and unsafe practices to management.