What are the responsibilities and job description for the Client Service Specialist position at Eurofins Humangenetik & Pränatal-Medizin?
Job Description
Client Service Specialist responsibilities include, but are not limited to, the following:
Client Interaction
Minimum Educational Qualifications:
Position is full-time, working 3rd shift Tuesday - Saturday 2:30am - 11:30am, with overtime as needed. Candidates currently living within a commutable distance of Louisville, KY are encouraged to apply.
Client Service Specialist responsibilities include, but are not limited to, the following:
Client Interaction
- Research problems that may arise and involve others if needed to help with final resolve for client
- Answering calls with clients to better serve their needs and to transfer any calls to the appropriate department as needed.
- Set up/verifying new clients according to protocol and follow through with any issues that are involved with the client set up process as needed.
- Send a new requisition to the clients as needed
- Assist clients if they are having difficulty reaching other departments (send email if necessary)
- Set clients up on the Diatherix-Eurofins web portal and follow through with any issues that are involved with the web client set up process as needed
- Follow up with all client related issues in a timely manner and document the progress and notify TM is necessary
- Advise clients to visit our website for additional information
- Assist clients with any need resulting from the web portal (login and password issues)
- Monitor fax press
- Monitor channel verification report
- Monitor CCM (ClientCaseManagement)
- Call clients to obtain information necessary to perform testing when required
- Send a new requisition to the clients as needed
- Work closely with clinical lab to ensure all requisitions have been accessioned and there are no issues holding up resulting of patient result
- Complete data entry for specimen orders into LIS
- Resolve mis-sorts and send delay notices
- Follow procedure as it pertains to late arrivals
- Follow through with client requests for additional testing- following protocol to notify clinical (additional tests that were not originally requested on the requisition)
- Complete verbal order forms and patient/sample authentication forms for problem resolve
- Sort all requisitions when needed as procedure requires
- Complete data entry for all specimen orders
- Scan documents into record documentation system as needed
- Verify all documents are in View Wise
- Resend reports by verified reporting method
- Check reported basket at the end of each day
- Process all web requisitions as the procedure states
- Process all WIB requisitions as the procedure states
- Process all EMR orders as the procedure states
- Add MDs to needed requisitions as needed
- Recognize and escalate mis-sorts and mis-batches to Representative I or II
- Verify all documents are in View Wise
- Be alert to the need of any process changes daily to maintain appropriate turnaround time
- Understand and meet process for turnaround times – involve Representative II/III or manager if needed
- Process all specimen splits as the procedure states (as needed)
- Knowledgeable on specimen requirements and handling procedures. Serve as a resource for Lab Assistants.
- Contact IT if needed to resolve issues, this can involve program issues to equipment issues. (Establish a helpdesk ticket for all issues)
- Know the appropriate individual to contact when there is an urgent need
- Understand and meet process for turnaround times and make the appropriate daily changes as needed
- Briefly investigate client courier issue to advise the client and refer client to Logistic department when needed
- Serve as a resource for Representative I’s as well as training.
- Instruct other team members on any ongoing client concerns
- Notify manager of any client concerns that you feel needs immediate attention
- Observe compliance when it comes to PHI information (with information lying around or on your computer)
- Use PPE per policy when in the laboratory
- Keep Client Service department and your personal area neat and clean
- A day’s schedule can be affected by specimen delivery delays, possibly resulting in later arrival times or later finish times. Flexibility with scheduling, within reason, is required.
- Weekend and holiday work is required.
- Work during adverse weather conditions, as much as safety will allow, is required
- Send email to Supply department for document storage pick-up (schedule a day and time)
- Maintain the scanning room is clean and picked up. All requisition folders are in their place and not left out on the tables
- Make sure all requisitions are in ViewWise before sending documents to storage (Normally hold a month behind so billing can complete their end of month)
- Make sure we have enough boxes ordered for document storage and keep up with other vital inventory that we use daily
- Check email daily when at work, maintain all mandatory education, and adhere to attendance policy.
- Other duties as needed
Minimum Educational Qualifications:
- Associate degree in Business preferred, minimum requirement to Qualify as Testing Personnel as defined by High School Diploma or its equivalent.
- Minimum 1-2 years’ experience in a laboratory and or/ customer service setting preferred and is comfortable dealing with clients in a business setting.
- Must possess proficiency with basic computer programs
- Be a strong team player
- Excellent communication skills
- Must be able to multitask and keep up in a fast-paced environment
- Must work well on your own with minimal supervision
- Must not be in disciplinary action cycle.
- Must be comfortable handling patient samples using proper PPE procedures
Position is full-time, working 3rd shift Tuesday - Saturday 2:30am - 11:30am, with overtime as needed. Candidates currently living within a commutable distance of Louisville, KY are encouraged to apply.
- Excellent full time benefits including comprehensive medical coverage, dental, and vision options
- Life and disability insurance
- 401(k) with company match
- Paid vacation and holidays
