Laboratory Client Support Technician- Processing

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 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. College-level courses in medical terminology, biology, communications, or related life sciences are 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 work environment as focused on diversity, professional growth, continuous development, accountability, integrity, service, and excellence, with a commitment to serving patients and advancing medicine. The position is in the Referral Testing department. The regular schedule is Monday through Friday, 10:00 AM to 6:30 PM, for 40 hours per week. Training lasts eight weeks and runs Monday through Friday, 8:00 AM to 4:30 PM, for 40 hours per week.

Requirements

Complete and demonstrate department-specific training and competency within six months.
Understand appropriate specimen collection, handling, and transportation.
Accurately identify samples and support accurate test performance and reporting of results with absolute integrity.
Comply with ARUP policies and procedures.
Use personal protective equipment in accordance with CDC and OSHA regulations and company and departmental policies.
Meet the physical requirements of sedentary work, including occasional exertion of up to 10 pounds of force and frequent or constant negligible force.
Have the fine motor control needed for picking, pinching, typing, or similar finger-based work.
Have close, far, and peripheral visual acuity for tasks involving observations of depth and distance.
Frequently communicate with others.

Nice To Haves

College-level courses 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 specimens.
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 maintenance and operation as needed for department 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.