Laboratory Client Support Specialist - South Dakota - Remote - PRN

Sanford Health•Time, IL

22h•Remote

About The Position

Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience and providing access to world-class health care in America’s heartland. As a Laboratory Client Support Specialist at Sanford Laboratories, this vital role involves supporting clients, providers, and laboratories to benefit patients. The specialist acts as a trusted advisor, providing guidance and solutions to ensure resources for exceptional care. This position is key to supporting local health care delivery through comprehensive laboratory services, support, clinical expertise, and medical consultation. The Client Support Specialist communicates complex and confidential laboratory test information professionally and accurately to various stakeholders, coordinates and investigates service issues for internal and external clients, and manages call volumes and laboratory resource information. This role serves as the primary point of contact for technical laboratory testing inquiries, managing pre-analytical, analytical, and post-analytical phases of testing, including database maintenance, technical information uploads, monitoring referral lab testing, and processing test changes. The specialist also assists other support staff and sales, builds client relationships, ensures client satisfaction, and collaborates across departments as a liaison. Responsibilities include documenting communications in CRM software, troubleshooting inquiries, reviewing reports, handling clinical application inquiries, understanding lab tests and processes, performing order entry and accessioning, and utilizing LIS for results. The role also involves fulfilling supply requests, reviewing policy updates, assisting in training material development, and mentoring team members, while demonstrating critical judgment and problem-solving skills.

Requirements

Associates degree in Laboratory Science.
At least two years of clinical lab experience.
Outstanding communication skills.
Technical laboratory experience.
Professional communication, telephone and problem resolution skills.
Ability to work with growth and development needs of unique client populations for adult & geriatric age groups.
Patience, kindness, and cooperation with clients and co-workers.
Technical knowledge of appropriate course of action upon receipt of information from clients & patients.
Critical and independent judgment in decision-making and problem-solving.

Nice To Haves

American Society of Clinical Pathologists Technician certification including, but not limited to, Medical Laboratory Technician (MLT) preferred.

Responsibilities

Communicate complex and/or often confidential laboratory test information professionally, accurately, and courteously to clients, providers, co-workers and other laboratorians.
Coordinate, investigate, and respond to issues regarding service to Sanford Laboratories clients, both internal and external.
Lead and assist in the management of increasing call volumes.
Maintain laboratory resource information.
Provide front line services for Sanford Laboratories.
Act as the primary point of contact for physicians, clients, laboratorians, and other health care providers with questions and issues pertaining to the technical aspect of laboratory testing services.
Responsible for the communication, coordination, and maintenance of pre-analytical, analytical, and post analytical phases of testing.
Maintain a central reference database.
Upload technical information to reflect current laboratory practices.
Monitor turn around time and result entry of referral lab testing.
Review referral test changes and submit changes to IT services for system updates.
Assist Client Support Reps, Senior Support Reps and sales staff with questions pertaining to technical laboratory issues.
Develop and strengthen current client relationships in order to build and maintain client base.
Convey Sanford Laboratories policy in ensuring client satisfaction.
Communicate confidential information including patient test results professionally, accurately, and courteously to Sanford Laboratories clients, patients, laboratory personnel and providers.
Collaborate with other departments across the enterprise, acting as liaison between internal Sanford Laboratory personnel and providers, nursing, patients and other healthcare professionals.
Document all communication via system Customer Relations Management (CRM) software.
Utilize system functions including test catalog, follow-up worklist, in-basket messaging and phone calls to troubleshoot and resolve inquiries and issues for internal and external providers, clients and other healthcare personnel.
Review and complete system reports to monitor outstanding specimens, ensure successful fax transmission and billing/claim corrections.
Handle inquiries regarding clinical application of tests in conjunction with pathologists.
Understand tests performed at Sanford Laboratories, panel components, add-on process and specimen rejection criteria.
Accurately perform pre-analytical order entry, specimen accessioning, registration & billing workflows.
Troubleshoot issues with samples received & discrepant orders.
Utilize Epic Beaker Laboratory Information System (LIS) to retrieve test results, confirm recent lab completion or outstanding orders upon request.
Utilize system workflows to fulfill client supply requests.
Review policy and quality assurance changes and updates.
Assist in development of training materials.
Provide training & mentorship to team members.
Maintain necessary training and competency to answer most frequently asked questions.
Utilize resources to provide timely & accurate specimen requirements, turn around times & test results.
Demonstrate critical and independent judgment in decision-making and problem-solving.
Perform other duties as assigned by supervisor/manager.