SJSEMI_Client Service Spec - Warde_R01687

Trinity Health•Ann Arbor, MI

6d•Onsite

About The Position

Client Service Specialists provide detailed technical support for current and potential Warde Medical Laboratory clients, and act as a resource for laboratory staff. Customer support includes problem resolution, providing information and responding to inquiries. Responsible for maintaining service excellence by monitoring client level of satisfaction and needs. Also act as liaisons between referral laboratories and Warde Medical Laboratory. Informs management of unusual client issues and make recommendations for service improvements.

Requirements

Detailed technical support for current and potential Warde Medical Laboratory clients.
Act as a resource for laboratory staff.
Problem resolution, providing information and responding to inquiries.
Maintaining service excellence by monitoring client level of satisfaction and needs.
Act as liaisons between referral laboratories and Warde Medical Laboratory.
Informing management of unusual client issues and making recommendations for service improvements.
Maintaining technical information on assays performed at Warde Medical laboratory and referral laboratories.
Facilitating special testing requests.
Responding to inquiries and complaints with knowledge of policies, procedures, and operations of the laboratory.
Following up quickly on requests for information and pricing from clients.
Gathering appropriate information, statistics, and data requested by clients.
Consulting with manager when necessary regarding unusual requests.
Maintaining a rapport with other laboratory departments, including technical, specimen processing, sendouts, IT, and lab services.
Assisting in establishing new clients accounts.
Familiarizing new clients with Warde Medical Laboratory policies and procedures.
Assisting in test resulting when needed.
Alerting lab management to potential problem issues with clients.
Proposing new services or changes to current policies that would benefit clients.
Maintaining proficiency in all computer systems necessary for performing job duties in Client Services.
Maintaining good rapport and cooperative relationships.
Approaching conflict in a constructive manner.
Helping to identify problems, offer solutions, and participating in resolution.
Maintaining the confidentiality of information acquired pertaining to patient, physicians, associates and clients.
Discussing patient information only among appropriate personnel in appropriately private places.
Behaving in accordance with the Mission, Vision and Values of Trinity Health.
Assuming responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.

Responsibilities

Responds to technical inquiries from clients.
Maintains technical information on assays performed at Warde Medical laboratory and referral laboratories.
Resolves problems, obtains and relays information, facilitates special testing requests and responds to inquiries and complaints in a manner requiring knowledge of policies, procedures, and operations of the laboratory.
Follows up quickly on requests for information and pricing from clients.
Gathers appropriate information, statistics, and data requested by clients, and consults with manager when necessary regarding unusual requests.
Maintains a rapport with other laboratory departments, including technical, specimen processing, sendouts, IT, and lab services to provide service excellence to clients.
Assists in establishing new clients accounts by making contact with the new client sendout staff and familiarizing the client with Warde Medical Laboratory policies and procedures.
Assists in test resulting when needed.
Alerts lab management to potential problem issues with clients.
Proposes new services or changes to current policies that would benefit clients.
Maintains proficiency in all computer systems necessary for performing job duties in Client Services.
Maintains good rapport and cooperative relationships.
Approaches conflict in a constructive manner.
Helps to identify problems, offer solutions, and participates in resolution.
Maintains the confidentiality of information acquired pertaining to patient, physicians, associates and clients.
Discusses patient information only among appropriate personnel in appropriately private places.
Behaves in accordance with the Mission, Vision and Values of Trinity Health.
Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.