Laboratory Client Support Specialist

1 week ago


Salt Lake, Utah, United States ARUP Laboratories Full time
About the Role:

The Laboratory Client Support Technician provides technical and preanalytic support services for a designated division of technical operations and clients. This role involves providing a supportive link between customers and all other areas of the company, ensuring that clients receive accurate and timely information about their specimens.

Key Responsibilities:

• Understands appropriate collection, handling, and transportation of specimens.
• Accurately processes specimens according to established departmental procedures, including specimen triaging, routing, and storing.
• Evaluates specimens for acceptability and follows the appropriate procedures for specimens that do not meet acceptance criteria, initiating problem resolution as needed.
• Processes requests for add-on testing and develops proficiency with laboratory information systems, including ANSR, ESP, IMS, Millennium, MasterControl, LMS, CRM, and eExcept.
• Receives and initiates telephone calls to/from customers and laboratories in a timely and courteous manner, providing verified test results available in the LIS, as requested, to authenticated individuals.
• Provides education, guidance, and troubleshooting to customers regarding available resources, testing, and application utility, maintaining competency on pre-analytic equipment, maintenance, and operation as needed for department support.
• Maintains work area, cleaning bench tops and equipment as needed and daily at the end of the work shift, documenting cleaning and maintenance as required.
• Serves as a liaison between technical sections and customers, building and maintaining customer relationships throughout all communications while providing a positive, professional, and empathetic understanding.
• Documents customer communications, resolutions, issues, and appropriate follow-up, adhering to ARUP Policies and Procedures.

Requirements:

• High School Diploma or Equivalent or better
• Must complete and demonstrate department-specific training and competency within 6 months
• Preferred: Associates Degree or better in Biology, customer service work experience, call center work experience, ability to type 35 WPM and 10-key skills, general medical laboratory experience, familiarity with Laboratory Information System (LIS), HIPAA training and/or knowledge

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