Technical Service Representative

Tenet • Detroit, MI

2d • Onsite

About The Position

Under limited supervision, acts as liaison with interdepartmental personnel and management to resolve daily problems concerning clients, responds to technical inquiries, resolves client issues and concerns. DMC University Laboratories (DMCUL) is a regional, integrated laboratory system providing services to the eight hospitals of Detroit Medical Center. DMC University Laboratories evolved in 1993 and is comprised of Core Laboratories, Specialty Laboratories, two rapid response hospital laboratories, Centralized Stat Lab, Centralized Blood Bank Lab, and full service outreach infrastructure which includes patient service centers, remote ambulatory laboratories, marketing staff, courier system and billing department. The DMC University Laboratories service area covers the entire Southeast Michigan market, and is growing at a rapid pace with the following outstanding features: Test menu of over 1,000 tests, which includes high end specialty tests. Less than 1% of our tests are sent to outside reference laboratories. Provide reference laboratory services to many of the other healthcare systems in Southeastern Michigan and several out of state facilities.

Requirements

• Associates degree in science or equivalent.
• One to two years of customer service experience or related field.
• Verbal and written communication skills to effectively interact with all levels of lab personnel and external clients.
• Interpersonal skills necessary to interact with all levels of lab personnel and external clientele.
• Analytical ability to problem-solve technical issues and billing.

Nice To Haves

• Bachelor’s degree in Medical Technology or related sciences preferred.
• Medical Technologist (MT) or Medical Laboratory Technician (MLT) registry highly desired.

Responsibilities

• Acts as liaison with inter-departmental personnel and management to resolve daily problems and client concerns.
• Assists sales staff in the set up of new accounts with supplies, requisition forms and client orientation.
• Tracks new and sensitive accounts to make sure the results, turn-around-time and patient data all meet the clients specifications.
• Assists in preparing technical bulletins, charts, manuals and newsletters to keep the clients updated on laboratory procedures.
• Reviews outreach laboratory reports on a daily basis and follows through with the proper department on any discrepancy noted.
• Keeps the sales staff informed of any unusual occurrences within the laboratory that would have an effect on a client/account.
• Serves as a contact person for Outreach clients to answer technical questions and help resolve problems.
• Serves on Ad-HOC committees and work groups on a departmental and system level as needed.
• Assists in developing and implementing policies and procedures related to service improvements.
• Instructs and advises staff on methods and procedures regarding laboratory testing at offsite locations, i.e. physician offices.
• Problem solves technical and billing issues and implements preventative measures.
• Upholds DMC Laboratories image and maintains good public relations between all personnel and accounts.
• Performs duties of professional service representative as necessary to maintain uninterrupted customer service.

Benefits

• Medical, dental, vision, and life insurance
• 401(k) retirement savings plan with employer match
• Generous paid time off (PTO)
• Career development and continuing education opportunities
• Health savings accounts, healthcare C dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder C childcare, auto C home insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree