Client Service Specialist - 3rd Shift

Eurofins Clinical Diagnostics; Louisville (KY); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company in clinical diagnostics is seeking a Client Service Specialist to join their Louisville team. This full-time position involves assisting clients, processing requisitions, and ensuring timely communication. Ideal candidates will possess strong communication skills and a Bachelor's degree in a relevant field. Benefits include health insurance and a 401(k) plan.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid vacation

Paid holidays

Qualifications

• 1-2 years’ experience in a laboratory and/or customer service preferred.
• Proficiency with basic computer programs.

Responsibilities

• Research and resolve client issues promptly.
• Process specimen orders and requisitions accurately.
• Maintain cleanliness and organization of work areas.

Skills

Communication

Teamwork

Multitasking

Education

Bachelor of Science in Medical Technology

Bachelor of Science in Clinical Laboratory Sciences

Bachelor of Science in Life Science

Job description

3 days ago Be among the first 25 applicants

Eurofins Scientific is an international life sciences company, which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the leading global emerging players in specialty clinical diagnostic testing.

In 2018, Eurofins generated 4.2 billion Euro proforma turnover in 800 laboratories across 47 countries, employing about 45,000 staff.

Eurofins stands for a conception of clinical diagnostics entirely focused on excellence, innovation and technological investment. Eurofins clinical diagnostics offers testing services in all medical specialties.

As a central element in healthcare, clinical diagnostics contributes to every stage of patient care: predisposition, prevention, diagnostics, treatment monitoring and prognosis.

With hundreds of thousands of clinical diagnostics tests performed every day, the laboratories of the clinical diagnostics division strive to ensure that every patient, wherever he or she lives, has access to the most specialized and most innovative techniques for diagnosis, monitoring and therapeutic adjustment. Our logistics expertise and our daily sample collection and delivery network guarantee perfect continuity in the provision of care while ensuring the same standard of quality and access to innovation across all the regions we serve.

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 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 involved with the web client set up process as needed
• Follow up with all client-related issues in a timely manner, document progress, and notify TM if necessary
• Advise clients to visit our website for additional information
• Assist clients with any needs 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 patient results

• 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 not originally requested on the requisition)
• Complete verbal order forms and patient/sample authentication forms for problem resolution
• Sort all requisitions when needed as per procedure
• 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 per procedure
• Process all WIB requisitions as per procedure
• Process all EMR orders as per procedure
• 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 process changes to maintain appropriate turnaround time
• Understand and meet turnaround time requirements, involving Supervisor if needed
• Process all specimen splits as per procedure
• Be knowledgeable on specimen requirements and handling procedures; serve as a resource for Lab Assistants

Administration/Other

• Contact IT to resolve issues, establishing helpdesk tickets for all issues
• Know who to contact for urgent needs
• Meet process for turnaround times, making daily adjustments as needed
• Investigate client courier issues and refer to Logistics department when needed
• Serve as a resource and trainer for team members
• Notify manager of any urgent client concerns
• Observe PHI confidentiality policies
• Use PPE as per policy in the laboratory
• Maintain cleanliness and organization of work areas
• Flexibility required due to potential delays in specimen delivery and varying schedules
• Weekend and holiday work required
• Work during adverse weather conditions as safety allows
• Coordinate document storage with Supply department
• Ensure requisitions are in ViewWise before storage
• Maintain inventory of boxes and supplies
• Check email daily, complete mandatory education, and adhere to attendance policy
• Perform other duties as needed

Qualifications

Minimum Educational Qualifications:

• Bachelor of Science in Medical Technology, Clinical Laboratory Sciences, or a Life Science (Biology or Chemistry)
• 1-2 years’ experience in a laboratory and/or customer service preferred, with comfort dealing with clients

Minimum Qualifications:

• Proficiency with basic computer programs
• Strong team player
• Excellent communication skills
• Ability to multitask in a fast-paced environment
• Ability to work independently with minimal supervision
• No current disciplinary actions
• Comfort handling patient samples with proper PPE

Additional Information

Full-time position, 3rd shift, Tuesday-Saturday 2:30am - 11:30am, with overtime as needed. Candidates within commuting distance of Louisville, KY encouraged to apply.

• Benefits include medical, dental, vision, life and disability insurance, 401(k) with company match, paid vacation and holidays

Eurofins USA Clinical Diagnostics is an Equal Opportunity Employer, including Disabled and Veterans.