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 technician 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 requires completion and demonstration of 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 culture as focused on accountability, integrity, service, excellence, diversity, professional growth, and continuous development.

Requirements

Complete and demonstrate department-specific training and competency within six months.
Comply with ARUP policies and procedures.
Use personal protective equipment 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, which may include triaging, routing, and storing them.
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, 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 at the end of each work 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 communications.
Document customer communications, resolutions, issues, and appropriate follow-up.
Perform other duties as defined.