Laboratory Client Services Specialist (Full-Time, Days)

Location: Hybrid - Remote & at Riedman Campus, 100 Kings Highway S. Rochester, NY 14617

About the role

The Laboratory Client Services Specialist provides support to and assists the client services technologists with the responsibility of receiving client services requests and complaints and then channeling these requests/complaints to the proper area of the Clinical Laboratory. This person will quickly and accurately identify and assess customer issues and resolve issues in real time, such as answering result inquiries and requests for supplies. Independent judgment is necessary.

Responsibilities

• Handles communication with clients and customers, paying special attention to customer service standards by establishing rapport in a polite, positive, and courte manner.
• Responsible for follow-up work needed for resolving and closing issues.
• Answers telephone inquiries for results, accesses LIS, and provides the results in a timely and accurate professional manner.
• Accepts telephone requests for specimen containers, forms, supplies, etc.; routes requests to the proper party for filling.
• Assists in coordinating stat request pickups by stat couriers as needed.
• May assist with problem requisition resolution as directed by the Supervisor.
• Calls offices for clarification of tests or notification of misdraws, recalling the patient when appropriate and assuring the proper paperwork will be awaiting the patient upon their return to the PSCs.
• Initiates “call reports” for the appropriate departments for education and to prevent repeat errors.
• Submits appropriate errors to Dr. Quality program by instigating an event report for further follow-up.
• Assists with filing of requisitions, separating reports, and scanning documents into imaging system.
• Calls or faxes and documents call activities for all protimes, and positive throat, wound, and STD cultures, and other results as requested.
• Maintains proficiency in all technical applications (system knowledge).
• Performs additional duties and responsibilities as requested by Supervisor or Sr. Manager.
• Complies with current department and hospital policies and procedures.

Qualifications

• AAS in a related Science with one-year relevant lab experience preferred OR a HS degree with 4-6 years previous clinical lab experience with increasing relevant customer service experience preferred.
• Excellent data entry and computer skills necessary.
• Knowledge of LIS and equivalent relevant lab experience considered.

Physical Requirements

Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects; requires frequent walking, standing, or squatting.

Pay

Pay Range: $19.00 - $25.50 per hour

Schedule

Monday - Friday, 8-hour shifts (7:00 AM - 3:30 PM), with weekend rotation. 40 hours per week.