Quality Assurance Coordinator (Days)

Marsveterinary; Fountain Valley, Northern (CA, KY); Hybrid; USD 30,000 - 42,000; Full time

Benefits offered by this job

Paid Time Off

Medical, Dental, Vision

Life Insurance

Disability Insurance

FSA/HSA

Parental Leave

401(k) with company match

Tuition Reimbursement

Life Assistance Program

Pet Care Discounts

Job summary

Antech Diagnostics is seeking a QA Coordinator to provide superior customer support to our clientele. You will handle calls and emails, investigate issues, and generate weekly reports while navigating Antrim and Atlas software.

A background in veterinary or medical/lab settings is preferred, with strong communication and multitasking abilities. The role emphasizes empathy, problem solving, and ensuring high-quality service experiences for clients in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• Possess either customer service, veterinary, medical and/or laboratory experience.
• Minimum of 1 year experience as a veterinary technician, laboratory technician or medical assistant is preferred.
• Related experience such as veterinary or biology credits, call center or other intensive service background is optimal.

Responsibilities

• Proactively handle problem cases, including but not limited to, missing samples, delays, and incorrect reporting.
• Answer calls and emails from Client Services, Sales Representatives, and Antech pathologists regarding issues, then investigate and respond to clients
• Manage Manifest accounts
• Monitor and proactively resolve issues on Add Log and department pending list
• Create weekly management reports for Supervisor’s meeting
• Fax reports via automated and/or manual methods
• Process requests to add, cancel and/or recheck tests
• Verbally communicate test results over the phone when requested
• Locate and pull test request forms to verify information as requested by the client
• Effectively navigate through both Antrim and Atlas software systems
• Provide detailed INQ notes within accessions
• Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory
• Possess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolution
• Performs other duties as assigned.

Skills

Customer service

Phone etiquette

Multitasking

Problem solving

Written & verbal communication

Education

High school diploma

Vet/med/lab experience preferred

Tools

Antrim

Atlas

Microsoft Office

Job description

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Pay rate: $26 per hour

Schedule: 9:30am-6:00pm Monday-Friday, alternating Saturday

Purpose of job

The primary responsibility of the QA Coordinator is to provide superior customer support to our clientele. This person must possess excellent phone skills, project a pleasant tone regardless of the nature of the call, as well as exhibit empathy towards our consumer base. This agent must be able to effectively multi-task while showing superior follow through on any problem cases they might face throughout the day. The ideal candidate is someone always looking to go above and beyond general job expectations in an attempt to provide our customers with the best possible service experience.

Essential duties and responsibilities

To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Proactively handle problem cases, including but not limited to, missing samples, delays, and incorrect reporting.

Answer calls and emails from Client Services, Sales Representatives, and Antech pathologists regarding issues, then investigate and respond to clients

Manage Manifest accounts

Monitor and proactively resolve issues on Add Log and department pending list

Create weekly management reports for Supervisor’s meeting

Fax reports via automated and/or manual methods

Process requests to add, cancel and/or recheck tests

Verbally communicate test results over the phone when requested

Locate and pull test request forms to verify information as requested by the client

Effectively navigate through both Antrim and Atlas software systems

Provide detailed INQ notes within accessions

Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory

Possess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolution

Performs other duties as assigned.

We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every employee has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards. Antech Diagnostics has several processes in place to communicate with leadership and expects that employees will have a commitment to integrity and uncompromising values.

Education/Experience

High school diploma or equivalent

Possess either customer service, veterinary, medical and/or laboratory experience

Minimum of 1 year experience as a veterinary technician, laboratory technician or medical assistant is preferred

Related experience such as veterinary or biology credits, call center or other intensive service background is optimal

Required skills and abilities

Organized, with the ability to multi-task in a fast paced environment

Strong interpersonal, organizational, negotiation and problem solving skills

Excellent verbal and written communication skills

Proficiency with Microsoft Office Products including Word, Excel, and PowerPoint

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Benefits

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

Benefits eligiblity is based on employment status.

• Paid Time Off & Holidays

• Medical, Dental, Vision (Multiple Plans Available)

• Basic Life (Company Paid) & Supplemental Life

• Short and Long Term Disability (Company Paid)

• Flexible Spending Accounts/Health Savings Accounts

• Paid Parental Leave

• 401(k) with company match

• Tuition/Continuing Education Reimbursement

• Life Assistance Program

• Pet Care Discounts

Commitment to Equal Employer Opportunities

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers (http://careers.antechdiagnostics.com/us/en/affirmative-action).

Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.