Client Solutions Tech Coordinator

Mayo Clinic • Rochester, MN

9h

About The Position

The position is part of a team that is a Certified Center of Excellence through
Benchmark Portal. Responsible for providing high quality service to multi-site
enterprise that continues to evolve in complexity. Supports the following
departments: MCHS, DLMP with knowledge of over 3,000 tests and 58 unique labs
requiring individualized processes, MML clients requiring knowledge of state and
country laws and regulations, Patient Release of Information, ability to speak
with patients to deliver their results, Davita Laboratories, Occupational Health
Services - MCR technical support and result notification, Specialty Sales - Direct to Physician Office initiatives, MVSS special studies, Exact Science,
Center for Individualized Medicine Bio Services, HICS, and allied health staff
in a very high stress environment.

Critical thinking and responding to a variety of technical issues from clients,
patients, laboratory staff and physicians via phone, email, web messages, chat,
fax or mail. This includes but is not limited to; making outbound critical test
results, cancellations, revisions and incoming defects to internal and external
clientele. Able to resolve technical problems timely, obtaining additional
information at the request of the laboratory to complete testing and ensure
patient safety, and investigate new or unusual test requests. Assists in
resolving a wide assortment of hardware/software technical problems, is able to
coordinate problem resolutions with various departments and IS groups to include
off hours and weekend on-call services. Manage client complaints and addresses
issues in accordance to laws and regulations of HIPAA, CAP, CLIA, NY State,
JACHO and other regulatory agencies. Responsible for notifying clients of
reagent/assay performance or mechanical/technical issues, facilitating returning
of samples, forwarding testing, writing credits, changing and/or canceling
testing as determined by the client and DLMP. Utilize upwards of 30 applications
in order to make informed decisions. Must be competent in various computer
systems and responsible for system testing and IT support.

Responsibilities

• Provide high quality service to multi-site enterprise
• Support MCHS, DLMP, MML clients, Patient Release of Information, Davita Laboratories, Occupational Health Services, Specialty Sales, MVSS special studies, Exact Science, Center for Individualized Medicine Bio Services, HICS, and allied health staff
• Respond to technical issues from clients, patients, laboratory staff and physicians via phone, email, web messages, chat, fax or mail
• Make outbound critical test results, cancellations, revisions and incoming defects to internal and external clientele
• Resolve technical problems timely, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety, and investigate new or unusual test requests
• Assist in resolving a wide assortment of hardware/software technical problems
• Coordinate problem resolutions with various departments and IS groups to include off hours and weekend on-call services
• Manage client complaints and addresses issues in accordance to laws and regulations of HIPAA, CAP, CLIA, NY State, JACHO and other regulatory agencies
• Notify clients of reagent/assay performance or mechanical/technical issues, facilitating returning of samples, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP
• Utilize upwards of 30 applications in order to make informed decisions
• Competent in various computer systems and responsible for system testing and IT support

Benefits

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed