What are the responsibilities and job description for the Client Service Specialist position at Eurofins USA Clinical Diagnostics?
Job Description
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
Requisition Processing
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
Specimen Processing
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.
Administration / Other
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
Qualifications
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.
Minimum Qualifications :
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
Additional Information
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
Eurofins is a M / F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
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