Laboratory Assistant Client Resolution

Company Description

With over 30 years of specialized expertise in infectious disease, immunology and allergy testing for immunocompromised and critical patients, Viracor Eurofins is committed to helping medical professionals, transplant teams and reference labs get results faster, when it matters most. Viracor is passionate about delivering value to our clients by providing timely, actionable information — never losing sight of the connection between the testing we perform and the patients you serve. 

Job Description

Basic Function and Scope of Responsibility: 

The Laboratory Client Resolution’s primary function is to resolve specimen and test order problems and discrepancies between the client and our laboratory.  The individual will interact directly with clients to obtain and clarify information needed to order the correct test code and accurately perform specimen processing functions.  

This is a full-time position with the following schedule;

Tuesday-Saturday, 9:00am-5:30pm

 Essential Job Duties:

 Level I – Minimum

• Ensure problem resolution for our clients by requesting information in a timely, professional manner. 
• Contact client to resolve sample and/or testing related issues or discrepancies
• Perform data entry into the Laboratory Information Management System (LIMS) as needed
• Label samples and deliver them to proper area(s)
• Respond to internal and external client inquiries and needs with a sense of urgency and high level of professionalism
• Help our internal teams Add/update client information as needed in LIMs, SalesForce and billing system.
• Facilitate knowledge transfer and training to other Associates and clients as needed
• Apply best practices and implement effective client support processes.
• Maintain an understanding of Lab testing and requirements
• Work effectively with other Associates and teams to provide best customer service possible
• Represent the Lab, department and the organization favorably and in accordance with established Company standards
• Complete administrative tasks as needed to complete objectives, including general filing, copying, document preparation, and records management.
• Maintain quality control and quality assurance records as required
• Adhere to all quality and safety standards, as well as ensuring compliance with all applicable regulatory agencies
• Adhere to policies and protocols in the lab
• Work closely and communicate with other lab associates or departments to complete daily activities efficiently
• Other duties as assigned by management

 Level II – Fully meets the qualifications of Level I plus the following:

• Manage issues and projects; resolve escalated issues as appropriate.
• Demonstrate superior understanding of Laboratory operations

Level III – Fully meets the qualifications of Level I and II plus the following:

• Demonstrate leadership skills through the supervision, coaching and mentoring of others as required
• Ensure department adheres to policies and procedures

Qualifications

Essential Knowledge, Skills and Abilities:

Level I

• High school degree or equivalent experience required.
• 1+ years of professional experience; client service or client-facing lab operations experience preferred
• Ability to effectively use Microsoft Excel and all other Microsoft Office applications
• Healthcare knowledge and laboratory knowledge/experience required
• Ability to problem solve, prioritize and multi-task
• Must be comfortable with raw specimen handling
• Ability to read, interpret, and comply with documents such as internal SOPs, operating and maintenance instructions, and company policies
• Position may require evening and weekend hours
• Intermediate level of proficiency with PC based software programs, with database skills and 1 year lab data entry experience preferred with strong typing skills
• Excellent time management and organizational skills
• Process-oriented with the ability to apply critical thinking and identify potential improvements
• Service driven with a professional attitude
• Excellent interpersonal skills; ability to collaborate and work effectively with internal and external clients at all levels
• Excellent verbal & written communication skills
• Keenly attentive to detail
• Ability to keep sensitive information confidential

Level II – Fully meets the qualifications of Level I plus the following:

• Demonstrated leadership abilities