Client Service Specialist

Eurofins USA Clinical Diagnostics

Client Service Specialist

Louisville, KY
Full Time
Paid
  • Responsibilities

    Job Description

    ** Client Service Specialist responsibilities include, but are not limited to, the following :**

    Client Interaction

    • Research problems that may arise and involve others if needed to help with final resolve for client
    • Answering calls with clients to better serve their needs and to transfer any calls to the appropriate department as needed.
    • Set up/verifying new clients according to protocol and follow through with any issues that are involved with the client set up process as needed.
    • Send a new requisition to the clients as needed
    • Assist clients if they are having difficulty reaching other departments (send email if necessary)
    • Set clients up on the Diatherix-Eurofins web portal and follow through with any issues that are involved with the web client set up process as needed
    • Follow up with all client related issues in a timely manner and document the progress and notify TM is necessary
    • Advise clients to visit our website for additional information
    • Assist clients with any need resulting from the web portal (login and password issues)
    • Monitor fax press
    • Monitor channel verification report
    • Monitor CCM (ClientCaseManagement)
    • Call clients to obtain information necessary to perform testing when required

    Requisition Processing

    • Send a new requisition to the clients as needed

    • Work closely with clinical lab to ensure all requisitions have been accessioned and there are no issues holding up resulting of patient result

    • Complete data entry for specimen orders into LIS

    • Resolve mis-sorts and send delay notices

    • Follow procedure as it pertains to late arrivals

    • Follow through with client requests for additional testing- following protocol to notify clinical (additional tests that were not originally requested on the requisition)

    • Complete verbal order forms and patient/sample authentication forms for problem resolve

    • Sort all requisitions when needed as procedure requires

    • Complete data entry for all specimen orders

    • Scan documents into record documentation system as needed

    • Verify all documents are in View Wise

    • Resend reports by verified reporting method

    • Check reported basket at the end of each day

    • Process all web requisitions as the procedure states

    • Process all WIB requisitions as the procedure states

    • Process all EMR orders as the procedure states

    • Add MDs to needed requisitions as needed

    • Recognize and escalate mis-sorts and mis-batches to Representative I or II

    Specimen Processing

    • Verify all documents are in View Wise

    • Be alert to the need of any process changes daily to maintain appropriate turnaround time

    • Understand and meet process for turnaround times – involve Representative II/III or manager if needed

    • Process all specimen splits as the procedure states (as needed)

    • Knowledgeable on specimen requirements and handling procedures. Serve as a resource for Lab Assistants.

    Administration/Other

    • Contact IT if needed to resolve issues, this can involve program issues to equipment issues. (Establish a helpdesk ticket for all issues)

    • Know the appropriate individual to contact when there is an urgent need

    • Understand and meet process for turnaround times and make the appropriate daily changes as needed

    • Briefly investigate client courier issue to advise the client and refer client to Logistic department when needed

    • Serve as a resource for Representative I’s as well as training.

    • Instruct other team members on any ongoing client concerns

    • Notify manager of any client concerns that you feel needs immediate attention

    • Observe compliance when it comes to PHI information (with information lying around or on your computer)

    • Use PPE per policy when in the laboratory

    • Keep Client Service department and your personal area neat and clean

    • A day’s schedule can be affected by specimen delivery delays, possibly resulting in later arrival times or later finish times. Flexibility with scheduling, within reason, is required.

    • Weekend and holiday work is required.

    • Work during adverse weather conditions, as much as safety will allow, is required

    • Send email to Supply department for document storage pick-up (schedule a day and time)

    • Maintain the scanning room is clean and picked up. All requisition folders are in their place and not left out on the tables

    • Make sure all requisitions are in ViewWise before sending documents to storage (Normally hold a month behind so billing can complete their end of month)

    • Make sure we have enough boxes ordered for document storage and keep up with other vital inventory that we use daily

    • Check email daily when at work, maintain all mandatory education, and adhere to attendance policy.

    • Other duties as needed

  • Qualifications

    Qualifications

    _ Minimum Educational Qualifications:_

    • Associate degree in Business preferred, minimum requirement to Qualify as Testing Personnel as defined by High School Diploma or its equivalent.
    • Minimum 1-2+ years’ experience in a laboratory and or/ customer service setting preferred and is comfortable dealing with clients in a business setting.

    _ Minimum Qualifications:_

    • Must possess proficiency with basic computer programs
    • Be a strong team player
    • Excellent communication skills
    • Must be able to multitask and keep up in a fast-paced environment
    • Must work well on your own with minimal supervision
    • Must not be in disciplinary action cycle.
    • Must be comfortable handling patient samples using proper PPE procedures

    Additional Information

    Position is full-time, working 3rd shift Tuesday - Saturday 2:30am - 11:30am , with overtime as needed. Candidates currently living within a commutable distance of Louisville, KY are encouraged to apply.

    • Excellent full time benefits including comprehensive medical coverage, dental, and vision options
    • Life and disability insurance
    • 401(k) with company match
    • Paid vacation and holidays

    Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.