Laboratory Client Support Technician

ARUP Laboratories•Salt Lake City, UT

About The Position

The Laboratory Client Support Technician provides technical and preanalytic support services for a designated division of technical operations and 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 technician must complete and demonstrate department-specific training and competency 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 patients and emphasizes accountability, integrity, service, excellence, diversity, professional growth, and continuous development. The regular schedule is Friday through Sunday, 6:00 PM to 6:30 AM, for 36 hours per week. Training lasts four weeks and runs Monday through Friday, 9:00 AM to 5:30 PM. The stated hourly rate is an estimate that includes shift differentials; actual rates vary by schedule.

Requirements

Complete and demonstrate department-specific training and competency within six months.
Comply with ARUP policies and procedures.
Use personal protective equipment in the biohazard laboratory environment in accordance with CDC and OSHA regulations and company and departmental policies.

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 departmental procedures, including triaging, routing, and storing specimens as applicable.
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 telephone calls with customers and laboratories in a timely and courteous manner.
Provide verified test results available in the LIS to authenticated individuals when requested.
Educate and guide customers and troubleshoot questions regarding available resources, testing, and application utility.
Maintain competency with pre-analytic equipment, including maintenance and operation as needed for departmental 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.