Laboratory Problem Resolution Specialist - Client Services

IU Health • Indianapolis, IN

13h • Onsite

About The Position

The Problem Resolution Specialist will proactively identify problems and facilitate resolutions of customer problems while maintaining positive relationships with DPLM staff and customers. Conducts trend analysis for problems reported by customers. Organizes and prioritizes workloads to ensure problems are resolved in timely manner with customer follow-ups in identified timeline. Consults with internal and external teams to resolve problems and facilitate accommodation requests. Conducts and recommends training, and works to prevent replication of problems across the system. Uses lean tools to ensure problems are diagnosed, resolved and prevented.

Requirements

• High School Diploma/GED required.
• Requires 5 years relevant, clinical laboratory experience.
• Requires working knowledge of internal databases.
• Requires excellent problem solving skills and ability to deal with a variety of variables.
• Requires project and time management skills.
• Requires excellent communication skills.
• Requires ability to work in high-stress/fast pace environment.
• Requires analytical and interpretative skills.
• Requires attention to detail.
• Requires organization skills and ability to handle multiple functions at one time.
• Requires understanding when an issue must be referred to another area to ensure appropriate action.
• Requires ability to work independently.
• Requires working knowledge of medical terminology.

Nice To Haves

• Prefers understanding of Lean concepts and tools.

Responsibilities

• Proactively identify problems and facilitate resolutions of customer problems while maintaining positive relationships with DPLM staff and customers.
• Conduct trend analysis for problems reported by customers.
• Organize and prioritize workloads to ensure problems are resolved in a timely manner with customer follow-ups in an identified timeline.
• Consult with internal and external teams to resolve problems and facilitate accommodation requests.
• Conduct and recommend training, and work to prevent replication of problems across the system.
• Use lean tools to ensure problems are diagnosed, resolved and prevented.

Benefits

• Access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED