Laboratory Client Support Technician

ARUP Laboratories•Salt Lake City, UT

19h•Onsite

About The Position

The Lab Client Support Technician provides technical and preanalytic support services for a designated division of technical operations and clients. This role involves contacting clients with specimen information such as specimen integrity, volume, test clarification, and missing specimens, thereby providing a supportive link between customers and all other areas of the company. 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 is committed to hiring top talent to foster a work environment of diversity, professional growth, and continuous development. The workforce is dedicated to providing important services to over one million patients each month, striving for excellence and involvement with advances in medicine and the role laboratory services play in patient care. The company emphasizes that there is a patient behind every specimen received and seeks individuals who contribute to ARUP's culture of accountability, integrity, service, and excellence.

Requirements

Ability to understand appropriate collection, handling, and transportation of specimens.
Ability to accurately process specimens according to established departmental procedures.
Ability to evaluate specimens for acceptability and follow appropriate procedures for problem resolution.
Ability to process requests for add on testing.
Proficiency with laboratory information systems including ANSR, ESP, IMS, Millennium, MasterControl, LMS, CRM, and eExcept.
Ability to receive and initiate telephone calls to/from customers and laboratories in a timely and courteous manner.
Ability to provide verified test results available in the LIS to authenticated individuals.
Ability to provide education, guidance, and troubleshooting to customers regarding available resources, testing and application utility.
Competency on pre-analytic equipment, maintenance and operation.
Ability to maintain work area, clean bench tops and equipment, and document cleaning and maintenance.
Ability to serve as a liaison between technical sections and customers.
Ability to build and maintain customer relationships with a positive, professional and empathetic understanding.
Ability to document customer communications, resolutions, issues, and appropriate follow-up.
Absolute integrity in the accurate identification of samples, test performance, and reporting of results.

Responsibilities

Understands appropriate collection, handling, and transportation of specimens.
Accurately processes specimens according to established departmental procedures. May include specimen triaging, routing, and storing.
Evaluates specimens for acceptability and follows the appropriate procedures for specimens that do not meet acceptance criteria. Initiates problem resolution.
Processes requests for add on testing.
Develops proficiency with laboratory information systems including ANSR, ESP, IMS, Millennium, MasterControl, LMS, CRM, and eExcept.
Receives and initiates telephone calls to/from customers and laboratories in a timely and courteous manner. May provide verified test results available in the LIS, as requested, to authenticated individuals.
Provides education, guidance, and troubleshooting to customers regarding available resources, testing and application utility.
Maintains competency on pre-analytic equipment, maintenance and operation as needed for department support.
Maintains work area. Cleans bench tops and equipment as needed and daily at the end of the work shift. Documents cleaning and maintenance as required.
Serves as a liaison between technical sections and customers.
Builds and maintains customer relationships throughout all communications while providing a positive, professional and empathetic understanding.
Documents customer communications, resolutions, issues, and appropriate follow-up.
Other duties as defined.