Client Service Specialist II

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 II to enhance client interactions and manage requisition processing. The role requires a Bachelor’s degree in a relevant field and offers full-time hours with benefits. Candidates should possess strong communication skills and the ability to multitask in a fast-paced environment.

Benefits

Medical insurance

Dental insurance

Vision insurance

Life and disability insurance

401(k)

Paid vacation

Paid holidays

Qualifications

• 1-2+ years’ laboratory or customer service experience preferred.
• Proficient in basic computer programs.
• Comfortable handling patient samples with proper PPE.

Responsibilities

• Research and resolve client issues promptly.
• Enter data for specimen orders into LIS.
• Verify documents and maintain PHI confidentiality.

Skills

Communication

Multitasking

Teamwork

Education

Bachelor of Science in Medical Technology, Clinical Laboratory Sciences, Biology, Chemistry, or related Life Science

Tools

Basic computer programs

Job description

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Eurofins Scientific is an international life sciences company that 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, as well as in agroscience CRO services. It is also a global independent market leader in testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences, and clinical studies support. Additionally, Eurofins is a leading emerging player in specialty clinical diagnostic testing.

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

Eurofins stands for a conception of clinical diagnostics focused on excellence, innovation, and technological investment. Eurofins clinical diagnostics offers testing services across 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 daily, our laboratories strive to ensure every patient, regardless of location, has access to the most advanced and innovative diagnostic techniques. Our logistics expertise and daily sample collection and delivery network guarantee continuous care and consistent quality and access to innovation across all regions we serve.

Job Description

Client Service Specialist II responsibilities include, but are not limited to:

Client Interaction

• Research problems that may arise and involve others if needed to resolve client issues
• Answer calls from clients to better serve their needs and transfer calls to appropriate departments
• Set up and verify new clients according to protocol and resolve related issues
• Assist clients having difficulty reaching other departments (send emails if necessary)
• Set clients up on the Diatherix-Eurofins web portal and resolve related issues
• Follow up on client issues promptly, document progress, and notify TM if necessary
• Advise clients to visit our website for additional information
• Assist clients with web portal login/password issues
• Monitor fax press, channel verification report, and CCM (Client Case Management)
• Call clients to obtain information needed for testing when required

Requisition Processing

• Send new requisitions to clients as needed
• Enter data for specimen orders into LIS
• Resolve mis-sorts and send delay notices
• Follow procedures for late arrivals
• Handle client requests for additional testing following protocol
• Complete verbal order forms and patient/sample authentication forms
• Sort requisitions as required
• Scan documents into record system
• Verify documents are in View Wise
• Resend reports via verified reporting methods
• Check reported basket daily
• Process WIB and EMR requisitions per procedures

Specimen Processing

• Verify documents in View Wise
• Adjust to process changes to maintain turnaround times
• Process specimen splits as needed
• Understand specimen requirements and handling procedures, serve as resource for Lab Assistants

Administration/Other

• Contact IT for issue resolution, establish helpdesk tickets for all issues
• Know who to contact for urgent needs
• Meet turnaround time expectations and adjust daily as needed
• Investigate courier issues and refer clients to Logistics department
• Support and train team members, notify management of urgent client concerns
• Maintain PHI confidentiality, use PPE in the lab, keep work areas tidy
• Flexibility required due to schedule variability, including weekends and holidays
• Work in adverse weather conditions when safe
• Coordinate document storage pickups, ensure requisitions are in ViewWise, maintain inventory
• Perform other duties as needed

Qualifications

Minimum Educational Qualifications:

• Bachelor of Science in Medical Technology, Clinical Laboratory Sciences, Biology, Chemistry, or related Life Science
• 1-2+ years’ laboratory or customer service experience preferred, comfortable with client interactions

Minimum Qualifications:

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

Additional Information

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

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

Eurofins USA Clinical Diagnostics is an Equal Employment Opportunity employer, including for Disabled and Veterans.