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 its clients. The position connects customers with other areas of the company and handles specimen-related inquiries, including specimen integrity, volume, test clarification, and missing specimens. The employee must complete and demonstrate department-specific training and competency within six months. College-level coursework in medical terminology, biology, communications, or related life sciences is preferred. 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. The organization describes its culture as focused on accountability, integrity, service, excellence, diversity, professional growth, and continuous development, and serves more than one million patients each month. The role involves specimen handling and processing, customer and laboratory communications, troubleshooting and education, use of laboratory information systems, and maintenance of pre-analytic equipment and the work area. The position is scheduled Wednesday through Saturday, 8:00 PM to 6:30 AM, for 40 hours per week. Training is scheduled Monday through Friday, 9:00 AM to 5:30 PM, for five weeks. The stated hourly rate is an estimate that includes shift differential for night, evening, or weekend shifts; actual rates vary based on schedule.

Requirements

Complete and demonstrate department-specific training and competency within six months.
Demonstrate the ability to accurately identify samples, perform testing, and report results with absolute integrity.
Meet the role's physical and environmental requirements, including occasional stooping, reaching, and movement between work sites; frequent communication; fine motor control; visual acuity; and sedentary work involving up to 10 pounds of force occasionally.
Use personal protective equipment in the biohazard laboratory environment and comply with ARUP policies and procedures.

Nice To Haves

College-level coursework in medical terminology, biology, communications, or related life sciences.

Responsibilities

Understand appropriate specimen collection, handling, and transportation.
Process specimens accurately according to departmental procedures, including possible triaging, routing, and storage.
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 to and from customers and laboratories in a timely and courteous manner.
Provide verified test results available in the laboratory information system 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 its 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, empathetic communications.
Document customer communications, resolutions, issues, and appropriate follow-up.
Perform other duties as defined.
Conduct oneself in compliance with ARUP policies and procedures.
Maintain absolute integrity in accurate sample identification, test performance, and reporting of results.
Use required personal protective equipment in the biohazard laboratory environment in accordance with applicable regulations and company and departmental policies.