Laboratory Client Support Technician - Client Services

ARUP Laboratories

14h•Onsite

About The Position

The Lab Client Support Technician provides technical and preanalytic support services for a designated division of technical operations and clients. This role involves contacting clients with specimen information such as specimen integrity, volume, test clarification, and missing specimens, thereby providing a supportive link between customers and all other areas of the company. 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 is committed to fostering a work environment of diversity, professional growth, and continuous development, with a workforce dedicated to providing important services to over one million patients monthly. The company strives for excellence, aiming for involvement with advances in medicine and recognizing the crucial role laboratory services play in each patient’s life, always remembering the patient behind every specimen. ARUP seeks individuals who embody its culture of accountability, integrity, service, and excellence.

Requirements

Must complete and demonstrate department-specific training and competency within 6 months.
Absolute integrity in the accurate identification of samples, test performance, and reporting of results.

Nice To Haves

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

Responsibilities

Understands appropriate collection, handling, and transportation of specimens.
Accurately processes specimens according to established departmental procedures. May include specimen triaging, routing, and storing.
Evaluates specimens for acceptability and follows the appropriate procedures for specimens that do not meet acceptance criteria. Initiates problem resolution.
Processes requests for add on testing.
Develops proficiency with laboratory information systems including ANSR, ESP, IMS, Millennium, MasterControl, LMS, CRM, and eExcept.
Receives and initiates telephone calls to/from customers and laboratories in a timely and courteous manner. May provide verified test results available in the LIS, as requested, to authenticated individuals.
Provides education, guidance, and troubleshooting to customers regarding available resources, testing and application utility.
Maintains competency on pre-analytic equipment, maintenance and operation as needed for department support.
Maintains work area. Cleans bench tops and equipment as needed and daily at the end of the work shift. Documents cleaning and maintenance as required.
Serves as a liaison between technical sections and customers.
Builds and maintains customer relationships throughout all communications while providing a positive, professional and empathetic understanding.
Documents customer communications, resolutions, issues, and appropriate follow-up.
Other duties as defined.