Laboratory Client Support Technician- Processing

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 information, including 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. The position is in the Referral Testing department at ARUP Laboratories, a national clinical and anatomic pathology reference laboratory based in Salt Lake City, Utah. The work includes specimen processing and acceptability review, customer and laboratory communications, troubleshooting, documentation, and maintaining competency with relevant systems and preanalytic equipment. The role operates in a biohazard laboratory environment and requires personal protective equipment in accordance with applicable regulations and company and departmental policies. The regular schedule is Sunday through Wednesday, 6:00 AM–4:30 PM, on a 4/10 schedule (40 hours per week). Training lasts eight weeks and follows a Monday–Friday schedule, 8:00 AM–4:30 PM (40 hours per week).

Requirements

Complete and demonstrate department-specific training and competency within six months.
Maintain absolute integrity in accurate identification of samples, test performance, and reporting of results.
Use personal protective equipment in the biohazard laboratory environment in accordance with CDC and OSHA regulations and company and departmental policies.
Meet the physical requirements of the position, including stooping, reaching, occasional mobility between work sites and within the office, frequent communication, fine motor control, vision for close, far, and peripheral acuity, and sedentary work involving up to 10 pounds of force occasionally.

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 to and from 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 preanalytic 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.
Comply with ARUP policies and procedures and maintain integrity in sample identification, test performance, and reporting of results.