Laboratory Client Support Specialist

4 weeks ago

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

The Laboratory Client Support Technician provides technical and pre-analytic 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 seamless communication and resolution of issues.

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, performing other duties as defined.

Requirements:

• High School Diploma or Equivalent or better.
• Preferred: Associates Degree or better in Biology, College level courses in medical terminology, biology, communications, or related life sciences, General medical laboratory experience, Customer service work experience, Call center work experience, Ability to type 35 WPM and 10-key skills, Familiarity with Laboratory Information System (LIS), HIPAA training and/or knowledge.

Work Environment:

This role is based in a biohazard laboratory environment that requires the use of personal protective equipment in accordance with CDC and OSHA regulations and company/departmental policies. The person in this position needs to occasionally move between work sites and inside the office to access file cabinets, office machinery, etc. The role requires frequent communication with others and involves sedentary work, exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. The role also requires fine motor control, picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling. Absolute integrity in the accurate identification of samples, test performance, and reporting of results is essential. The role requires close, far, and peripheral visual acuity to perform a variety of tasks such as making general observations of depth and distance.

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