Laboratory Client Support Technician

ARUP Laboratories•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 contacts 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 position is in the Exception Handling department at ARUP Laboratories, a national clinical and anatomic pathology reference laboratory based in Salt Lake City, Utah, and an enterprise of the University of Utah and its Department of Pathology.

Requirements

Ability to understand appropriate specimen collection, handling, and transportation.
Ability to process specimens accurately according to established procedures.
Ability to evaluate specimen acceptability and follow procedures for specimens that do not meet acceptance criteria.
Ability to communicate with customers and laboratories in a timely, courteous, professional, and empathetic manner.
Ability to document customer communications, resolutions, issues, and follow-up.
Ability to comply with ARUP policies and procedures and maintain absolute integrity in sample identification, test performance, and reporting of results.
Ability to use required personal protective equipment in a biohazard laboratory environment.
Ability to perform sedentary work involving up to 10 pounds of force occasionally and negligible force frequently or constantly.
Ability to stoop, reach, and occasionally move between work sites and within the office.
Frequent communication with others and fine motor activity such as picking, pinching, and typing.
Close, far, and peripheral visual acuity to perform tasks involving general observations of depth and distance.

Responsibilities

Understand appropriate specimen collection, handling, and transportation.
Process specimens accurately according to departmental procedures, including triaging, routing, and storing as needed.
Evaluate specimens for acceptability, follow procedures for specimens that do not meet acceptance criteria, and 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 customer and laboratory telephone calls 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 in 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.
Conduct work in compliance with ARUP policies and procedures and maintain integrity in sample identification, test performance, and reporting of results.
Use personal protective equipment in accordance with CDC and OSHA regulations and company and departmental policies.