Logistics Coordinator

CooperGenomics is a reference laboratory for a variety of genetic tests. Most of the tests performed at CooperGenomics are sent from referring IVF centers. Logistics Coordinator have a vital role in client service and patient care and serve as the liaison between the IVF center, the CooperGenomics team, and the patient. The Logistics Coordinator are the client advocates ensuring the client's and their respective patient's needs and concerns are addressed on all levels. The Logistics Coordinator provide coordinated care to IVF centers by developing a plan, monitoring progress, and ensuring patients successful journey through CooperGenomics system. The Logistics Coordinator facilitate patient and clinic interaction with the CooperGenomics Genetic Counseling team and the CooperGenomics Billing team. Logistics Coordinator daily focus is to improve the client and patient experience while delivering exceptional customer service.
The Logistics Coordinator (temporary) coordinates and arranges inbound shipments of patient samples from IVF clinic partners from around the world to our various CooperGenomics laboratories. Collaborates with the Client Services and Genetic Counseling departments to ensure proper case acceptance criteria are met, and/or necessary documents are on file for each patient. Weekend and evening on-call rotations are required to satisfy customer demands.
* Communicates via phone and email with our IVF clinic partners regarding courier requests for patient samples, sample kits, and/or shipping supplies.
* Coordinates incoming patient samples shipments in accordance with geographic zones or otherwise predetermined default CooperGenomics laboratory.
* Processes courier transactions within each private and large courier partner's system to generate the required shipping labels and provide these to the customer in a timely manner.
* Compiles the Inbound Shipment List (ISL) of incoming patient activity for interdepartmental communications.
* Collaborates with other service departments to facilitate proper document management of required files for case acceptance and prevent testing delays.
* Accession patients within the Xifin Laboratory Information System (LIS).
* Monitors and track progress of critical shipments to our laboratories.
* Resolves sample barcode labeling errors with customers for the laboratory staff.
* Collaborate with customer service to resolve any open issues for clinics or patients.
* Be able to handle simple customer service-related questions when they are interacting with clinics.
* The ability to provide excellent customer service is paramount.
* This position requires exceptional attention to detail with superior verbal and written communication skills.
* Applicants must be comfortable communicating with clients, doctors, staff members and patients in a compassionate and professional manner.
* The candidates must also be careful listeners, comfortable building relationships, able to resolve conflict, focused on teamwork and HIPPA compliance.
* A High School Diploma is required as a minimum, but a bachelor's degree is highly desired.
* We are willing to consider someone pursuing a degree that can demonstrate the level of customer service required in a fast-paced medical setting.
* Computer proficiency in Word, Excel, Power Point, Go to Meeting, Microsoft Outlook, and Microsoft access also required.

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