Laboratory Client Support Technician

ARUP Laboratories Career•Salt Lake City, UT

About The Position

In Infectious Disease Processing, the Laboratory Client Support Technician provides technical and preanalytic support services for ARUP's clients and the technical sections that perform infectious disease testing. The technician evaluates specimen acceptability in a high-volume laboratory setting and contacts clients about specimen integrity, volume, test clarification, and missing specimens. The role provides a supportive link between customers and other areas of the company. Department-specific training and competency must be completed and demonstrated within six months. ARUP Laboratories is a national clinical and anatomic pathology reference laboratory and an enterprise of the University of Utah and its Department of Pathology, based in Salt Lake City, Utah. ARUP describes its workforce as committed to serving more than one million patients each month and emphasizes accountability, integrity, service, excellence, professional growth, and continuous development.

Requirements

Complete and demonstrate department-specific training and competency within six months.
Comply with ARUP policies and procedures.
Maintain absolute integrity in accurate sample identification, test performance, and reporting of results.
Use personal protective equipment in accordance with CDC and OSHA regulations and company and departmental policies in a biohazard laboratory environment.

Nice To Haves

College-level courses in medical terminology, biology, communications, or related life sciences are preferred.

Responsibilities

Understand appropriate specimen collection, handling, and transportation.
Accurately process specimens according to established departmental procedures, including triaging, routing, and storing as applicable.
Evaluate specimens for acceptability and follow procedures for specimens that do not meet acceptance criteria.
Initiate problem resolution.
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.
Educate, guide, and troubleshoot for customers regarding available resources, testing, and application utility.
Maintain competency with pre-analytic equipment, including 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, and empathetic communication.
Document customer communications, resolutions, issues, and appropriate follow-up.
Perform other duties as defined.