Client Service Spec- Warde

Trinity Health; Ann Arbor (MI); On-site; USD 42,000 - 66,000; Full time

Job summary

Trinity Health in Livonia, MI, is seeking a Client Service Specialist for Warde Medical Laboratory to provide detailed technical support to clients and serve as a liaison with referral laboratories. The role emphasizes customer service, problem resolution, and collaboration with multiple lab departments.

The candidate should have an Associate's degree (Bachelor's preferred) with 2 years of lab or client services experience and strong communication and analytical skills.

Qualifications

• Excellent communication skills (oral and written).
• Strong analytical and problem-solving abilities.
• Ability to work well in a team environment.
• Understanding of laboratory procedures, terminology, and logistics.
• Excellent customer service skills.

Responsibilities

• Responds to technical inquiries from clients.
• Maintains technical information on assays performed at Warde Medical Laboratory and referral labs.
• Resolves problems, relays information, and facilitates special testing requests.
• Follows up quickly on requests for information and pricing from clients.
• Gathers information and data requested by clients; consults with manager for unusual requests.
• Maintains rapport with other laboratory departments to ensure service excellence.
• Assists in establishing new client accounts and acquainting them with policies.
• Assists in test result adjustments when needed.
• Alerts lab management to potential client issues.
• Proposes new services or policy changes to benefit clients.
• Maintains proficiency in all computer systems used in Client Services.
• Maintains good rapport and cooperative relationships; constructive conflict handling.
• Keeps patient/ client information confidential per policy.

Skills

Communication

Analytical skills

Team player

Laboratory procedures

Customer service

Education

Associate's degree

Bachelor's degree preferred

Job description

Employment Type: Full time Shift: Day Shift Description: Client Service Specialists provide detailed technical support for current and potential Warde Medical Laboratory clients, and act as a resource for laboratory staff. Customer support includes problem resolution, providing information and responding to inquiries. Responsible for maintaining service excellence by monitoring client level of satisfaction and needs. Also act as liaisons between referral laboratories and Warde Medical Laboratory. Informs management of unusual client issues and make recommendations for service improvements.

Job Description and Job Competencies

Warde Medical Laboratory Job Title: Client Service Specialist, Laboratory Department: Laboratory Reports To: Client Service Manager Job Code: R01687 Date: 8/10/26

GENERAL SUMMARY AND PURPOSE

Client Service Specialists provide detailed technical support for current and potential Warde Medical Laboratory clients, and act as a resource for laboratory staff. Customer support includes problem resolution, providing information and responding to inquiries. Responsible for maintaining service excellence by monitoring client level of satisfaction and needs. Also act as liaisons between referral laboratories and Warde Medical Laboratory. Informs management of unusual client issues and make recommendations for service improvements.

SKILLS, KNOWLEDGE, EDUCATION AND EXPERIENCE

• Associate's degree from an accredited college/university required.
• 2 years clinical laboratory experience or 2 years Client Services experience in a laboratory environment required.
• Bachelor's degree preferred.
• Strong oral and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to work as a member of a team.
• Understanding of laboratory procedures and methods, operations, terminology, and logistics.
• Excellent customer service skills.

ESSENTIAL FUNCTIONS

• Responds to technical inquiries from clients.
• Maintains technical information on assays performed at Warde Medical laboratory and referral laboratories.
• Resolves problems, obtains and relays information, facilitates special testing requests and responds to inquiries and complaints in a manner requiring knowledge of policies, procedures, and operations of the laboratory.
• Follows up quickly on requests for information and pricing from clients.
• Gathers appropriate information, statistics, and data requested by clients, and consults with manager when necessary, regarding unusual requests.
• Maintains a rapport with other laboratory departments, including technical, specimen processing, sendouts, IT, and lab services to provide service excellence to clients.
• Assist in establishing new clients’ accounts by making contact with the new client sendout staff and familiarizing the client with Warde Medical Laboratory policies and procedures.
• Assists in test resulting when needed.
• Alerts lab management to potential problem issues with clients.
• Proposes new services or changes to current policies that would benefit clients.
• Maintains proficiency in all computer systems necessary for performing job duties in Client Services.
• Maintains good rapport and cooperative relationships.
• Approaches conflict in a constructive manner.
• Hopes to identify problems, offer solutions, and participates in resolution.
• Maintains the confidentiality of information acquired pertaining to patients, physicians, associates and clients.
• Discusses patient information only among appropriate personnel in appropriately private places.
• Behaves in accordance with the Mission, Vision and Values of Trinity Health.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation. Together, we’re 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states. Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services. Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs. For more information, visit http://www.trinity-health.org. You can also follow Trinity Health on LinkedIn.