Client Solutions Specialist

Sonora Quest Laboratories / Laboratory Sciences of Arizona • Yakima, WA

4d

About The Position

The Client Solutions Specialist facilitates implementation and onboarding for new and complex clients approved for an in-office phlebotomist (IOP). The role provides customer education, client and phlebotomist training, technical problem-solving, and support for adoption of company products and services. It also supports SQL events and delivers on-site laboratory services and health screenings for employer groups, Mobile Patient Service Centers, professional sports teams, and health events throughout Arizona.

The position performs work according to established policies, procedures, regulatory and accreditation requirements, and applicable professional standards. It supports specimen collection, processing, and referral testing; investigates service and quality issues; and coordinates outreach and employer-focused events. The specialist may set up IOP accounts and cover newly opened locations until a permanent IOP is placed, ensuring supplies, connectivity, workstations, and client-specific workflows are ready.

The role works under supervision while using judgment to achieve goals and determine how to accomplish tasks within established procedures. It collaborates with department leadership and cross-functional teams and serves patients, clients, staff, vendors, physicians, and other internal and external customers. Travel to client offices and off-site venues is required, with possible outdoor work and exposure to summer heat or other natural elements.

Requirements

• Minimum age of 18.
• High school diploma or equivalent may be required depending on state regulatory requirements.
• DHS Fingerprinting Certification or ability to obtain fingerprint certification.
• Three years of experience with strong knowledge and understanding in a clinical laboratory area within test management or phlebotomy.
• Where required by department or location, a valid driver's license in the state of employment and eligibility for coverage under the company auto insurance policy.
• Ability to travel and work flexible hours across multiple locations with minimal notice, including overnight travel.
• Flexibility and availability based on staffing needs, potentially including weekends, evenings, early mornings, holidays, overtime, and on-call work.
• Good organizational, communication, and interpersonal skills.
• Ability to manage patient, employee, and client concerns professionally.
• Ability to work independently with minimal on-site supervision.
• Excellent data-entry and computer skills.
• Ability to manage multiple priorities in a high-volume setting.
• Excellent phlebotomy skills, including pediatric and geriatric venipuncture and capillary collections.
• Familiarity and compliance with Patient Services Division protocols, practices, and procedures.
• Ability to work cross-functionally with Sales and other departments.
• Ability to make independent decisions to achieve the best outcomes for the company and its clients and patients.
• Proficiency with multiple client EMR platforms and Physician Owned Labs LIS's, and ability to train phlebotomists in their use.
• Ability to stand, walk, bend, squat, reach, and stretch frequently; respond to unexpected patient-care needs; use fine motor skills and adequate eye-hand coordination; and assist patients with mobility and transfers.
• Ability to lift up to 75 pounds.
• Ability to use standard precautions because of potential exposure to blood and bodily fluids.
• Ability to communicate effectively by reading, writing, and speaking in person or by telephone.
• Ability to use a personal computer, phone, and general office equipment.
• Ability to travel off-site and work outdoors with potential exposure to summer heat or other natural elements.

Nice To Haves

• National Phlebotomy Certification.
• Five years of phlebotomy experience, including pediatric and geriatric venipuncture and capillary collections.
• Three years of exceptional customer service experience.
• Medical assistant or paramedic training.
• Bilingual Spanish/English skills.
• Previous leadership experience or participation in leadership training programs.
• Understanding of general business economics.
• Additional related education and/or experience.

Responsibilities

• Provide onboarding and on-site or virtual training for new and current clients and IOP phlebotomists on protocols, procedures, client policies, test ordering, specimen integrity, handling, and processing.
• Train, coach, mentor, and provide competency feedback to employees, including supporting new employees transitioning into the IOP work environment.
• Clarify handwritten orders with clients; verify tests ordered and billing information; research test and client information using LIS or online directories; and enter data across multiple EMR systems.
• Investigate and document technical or service issues and complaints, communicate root causes, and initiate service recovery as needed.
• Research TIQ and TNP reports, educate clients on resolutions, resolve issues, provide feedback, and maintain communication with appropriate parties.
• Generate and analyze reports to identify quality concerns and training opportunities; identify improvement areas, escalate issues to supervisors, and collaborate with Quality to resolve service issues using Six Sigma and Lean workflow principles.
• Coordinate, lead, and support employer-focused and outreach events from planning through post-event follow-up, including on-site preparation, production, and breakdown.
• Serve as a liaison among event staff, clients, vendors, and others; establish event needs and maintain a professional, clean, safe work area and positive patient experience.
• Collect and process specimens according to established procedures, including specimens for drug screens, biometric screenings, and insurance exams.
• Verify written and electronic orders using laboratory technology systems or directories; accurately complete patient registration and test-order data entry.
• Set up IOP accounts on short notice and provide coverage until a permanent IOP is placed.
• Prepare client setups before go-live, including supplies, connectivity, and workstations; review client-specific processes and workflows and adapt to client needs.
• Maintain a neat and clean laboratory area and equipment in good repair, advise leadership of needed repairs or maintenance, and take initiative to resolve or escalate issues.
• Travel to client offices and multiple locations, including overnight travel, and provide coverage for extended periods with minimal notice.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED