Client Service Representative Medical Technologist

Aurora Health Care; West Allis (WI); On-site; USD 60,000 - 75,000; Full time

Job summary

Aurora Health Care is seeking a Medical Laboratory Technologist/MLS-certified professional to support laboratory client services. You will handle inbound and outbound calls, report results, and ensure prompt issue resolution while maintaining knowledge of ACL systems.

The role requires a Bachelor's in Clinical Laboratory Sciences and ASCP certification. Experience is not required, but strong interpersonal and communication skills are essential as you assist with policy development and staff

Qualifications

• Bachelor's degree in Clinical Laboratory Sciences required.
• ASCP MT or MLS certification required.
• No prior experience required.

Responsibilities

• Coordinate inbound calls for the laboratory per client service procedures.
• Perform outbound calls to clients following client service procedures.
• Report results to appropriate individuals and notify medical staff of critical patient results.
• Ensure rapid complaint resolution and documentation.
• Maintain advanced knowledge of all laboratory operations and ACL databases, including reporting data.
• Utilize training to respond to inquiries for technical or division information.
• Coordinate blood draw requests and specimen pickups with phlebotomy and courier departments.
• Assist Business Development and Client Service teams with maintenance of existing accounts.
• Assist with development and maintenance of Client Service policies and procedures.
• Act as a resource for providing general direction and technical assistance to staff; train students and new caregivers as assigned.

Skills

Interpersonal skills

Decision-making

Computer literacy

Telephone etiquette

Education

Bachelor's Degree in Clinical Laboratory Sciences

Job description

Major Responsibilities:

• Coordinates and follows through on inbound telephone calls for the laboratory, following client services procedures.
• Performs outbound telephone calls to clients following client service procedures.
• Reports results to appropriate individuals and notifies appropriate medical staff of critical patient results.
• Ensures rapid and appropriate complaint resolution and documentation.
• Maintains an advanced working knowledge of all laboratory operations and databases of ACL, including telecommunications and all methods of reporting data.
• Utilizes advanced knowledge obtained from technical training when responding to inquiries for technical or department/division information.
• Coordinates blood draw requests and specimen pickups with the phlebotomy and courier departments.
• Assists Business Development and Client Service teams with maintenance of existing accounts.
• Assists with the development and maintenance of Client Service policies and procedures.
• Acts as a resource for providing general direction and technical assistance to other laboratory and clerical staff. Instructs students and new caregivers as assigned.

Licensure, Registration, and/or Certification Required:

• Medical Technologist (MT) certification issued by the American Society for Clinical Pathology (ASCP), or
• Medical Laboratory Scientist (MLS) certification issued by the American Society for Clinical Pathology Board of Certification (ASCP BOC).

Education Required:

• Bachelor's Degree in Clinical Laboratory Sciences.

Experience Required:

• No experience required.

Knowledge, Skills & Abilities Required:

• Intermediate understanding of computers and desktop software packages.
• Interpersonal skills necessary to deal effectively with client service staff, all levels of management and all external contacts including clients, physicians, patients and the community.
• Demonstrates good decision-making skills.

Physical Requirements and Working Conditions:

• Ability to use the telephone effectively with a clear speaking voice and a courteous manner.
• Operates all equipment necessary to perform the job.
• Exposed to normal office environment.
• Ability to deal with high levels of job-related stress.
• Must be willing to handle potentially hazardous and/or infectious materials.
• Must possess good command of the English language with the ability to analyze written, spoken, and visual material.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.