Job Description

** Client Service Specialist II 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.
• 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

• 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 WIB requisitions as the procedure states

• Process all EMR orders as the procedure states

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 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

• Other duties as needed

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.