Coordinator Technical Services Rep

Trinity Health•Boise, ID

1d•Onsite

About The Position

The Technical Services Representative Coordinator is responsible for providing centralized, advanced technical support and service coordination for Treasure Valley Laboratory’s outpatient and hospital‑based outreach clients. This role addresses complex technical and operational inquiries, provides reference resources for esoteric testing, coordinates courier dispatching and logistics, and ensures accurate service documentation to support consistent, high‑quality laboratory services across all service sites. Serving as a key liaison between the laboratory and its outreach clients, the Coordinator collaborates closely with laboratory leadership and operational teams to resolve service‑related issues, support outreach growth, and maintain strong, long‑term client relationships. The position requires strong analytical and problem‑solving skills, thorough research and follow‑up, and the ability to deliver timely, accurate responses to both internal staff and external clients. This role also supports new and existing outpatient laboratory clients through staff education, guidance on operational standards, and service recovery, and provides feedback and recommendations to leadership to drive continuous improvement. Additionally, the Coordinator is responsible for training, competency assessment, and oversight of Technical Services Representatives, including ensuring proper use of Epic CRM tools to capture and track all incoming calls, contributing to service excellence, operational consistency, and client satisfaction.

Requirements

Associate degree in Medical Laboratory Technology or a related field required.
Current Medical Laboratory Technician (MLT) license/certification required, in accordance with state and organizational requirements.
Minimum of three (3) years of experience working as a Medical Laboratory Technician (MLT) in a clinical laboratory setting required, with demonstrated application of laboratory technical knowledge and regulatory compliance.
Minimum of one (1) year of work leadership experience required, which may include informal lead responsibilities, workflow coordination, staff training, or operational oversight.
Demonstrated understanding of clinical laboratory operations, including pre‑analytical workflows, reference testing coordination, order accuracy, and outreach client support.
Working knowledge of medical insurance billing, patient registration processes, and client account resolution.

Nice To Haves

Prior phlebotomy experience preferred, to support effective issue triage, staff education, and client inquiry resolution.

Responsibilities

Serve as the primary coordinator for outpatient and outreach technical service inquiries; research, document, and resolve questions related to test availability, specimen requirements, send‑out processes, and turnaround times.
Act as a liaison among internal laboratory sections, reference laboratories, and outreach clients to ensure timely, accurate communication and service recovery.
Coordinate daily courier dispatch activities for outreach, including route coverage, STAT pickups, weather contingencies, exception handling, and adherence to chain‑of‑custody and turnaround‑time requirements.
Oversee the use of Epic CRM to ensure all incoming technical service calls are accurately logged, categorized, and tracked; monitor data for trends (e.g., courier delays, send‑out issues) and provide actionable feedback to laboratory leadership.
Lead the training and ongoing competency of Technical Services Representatives (TSRs), including call handling standards, escalation pathways, customer service expectations, and documentation requirements.
Develop, maintain, and deliver educational resources (job aids, training materials, competency assessments) for TSRs and related stakeholders; facilitate in‑service sessions and support system upgrades.
Conduct client follow‑up, site visits, and service reviews to assess satisfaction; resolve complaints, document interactions, and escalate risks to client retention with recommendations for service improvements.
Support the implementation of new outpatient laboratory services by ensuring staff are trained in SAHS/Trinity Health policies, procedures, and performance expectations.
Maintain a working knowledge of insurance plans, patient registration, and billing procedures to support client and operational needs.
Promote a positive, collaborative work environment; address conflicts constructively and lead problem‑solving initiatives across teams.
Maintain strict confidentiality of patient, staff, and organizational information in accordance with HIPAA and institutional policies.
Ensure all duties are performed with a strong commitment to safety; promptly report hazards or unsafe practices to management.
Demonstrate strong verbal and written communication skills to effectively engage internal and external stakeholders.
Apply advanced analytical and problem‑solving skills across multiple systems (EPIC, LIS/EHR, CRM, reference lab portals) to drive continuous improvement in service delivery and operational efficiency.