Laboratory Client Support Technician

ARUP Laboratories Career•Salt Lake City, UT

About The Position

The Laboratory Client Support Technician provides technical and preanalytic support for a designated division of technical operations and its clients. The role communicates with clients about specimen integrity, volume, test clarification, and missing specimens, and serves as a supportive link between customers and other areas of the company. The technician must complete and demonstrate department-specific training and competency within six months. The position includes specimen processing and evaluation, customer communication and troubleshooting, use of laboratory information systems, and maintenance of pre-analytic equipment and the work area. The technician may provide verified test results available in the LIS to authenticated individuals upon request. Work is performed in a biohazard laboratory environment and requires personal protective equipment in accordance with applicable regulations and company and departmental policies.

Requirements

Complete and demonstrate department-specific training and competency within six months.
Maintain absolute integrity in the accurate identification of samples, test performance, and reporting of results.
Use personal protective equipment in the biohazard laboratory environment in accordance with CDC and OSHA regulations and company and departmental policies.
Meet the position's physical requirements, including occasional stooping, reaching, and movement between work sites and within the office; frequent communication; fine motor tasks; and sedentary work involving up to 10 pounds of force occasionally.

Nice To Haves

College-level coursework in medical terminology, biology, communications, or related life sciences.

Responsibilities

Understand appropriate specimen collection, handling, and transportation.
Accurately process specimens according to established departmental procedures, which may include triaging, routing, and storing specimens.
Evaluate specimens for acceptability and follow procedures for specimens that do not meet acceptance criteria.
Initiate problem resolution and process requests for add-on testing.
Develop proficiency with laboratory information systems, including ANSR, ESP, IMS, Millennium, MasterControl, LMS, CRM, and eExcept.
Receive and initiate telephone calls to and from customers and laboratories in a timely and courteous manner.
Provide verified test results available in the LIS to authenticated individuals when requested.
Provide customers with education, guidance, and troubleshooting regarding available resources, testing, and application utility.
Maintain competency with pre-analytic equipment, including its maintenance and operation, as needed for department support.
Maintain the work area, clean bench tops and equipment as needed and daily at the end of the shift, and document cleaning and maintenance as required.
Serve as a liaison between technical sections and customers.
Build and maintain customer relationships through positive, professional, empathetic communication.
Document customer communications, resolutions, issues, and appropriate follow-up.
Perform other duties as defined.
Conduct work in compliance with ARUP policies and procedures and maintain integrity in sample identification, test performance, and reporting of results.