Laboratory Client Support Technician

Laboratory Client Support Technician

The Lab Client Support Technician provides technical and preanalytic support services for a designated division of technical operations and clients. Contact clients with specimen information such as specimen integrity, volume, test clarification, and missing specimens. Provides a supportive link between customers and all other areas of the company.

Essential Functions:

• Understands appropriate collection, handling, and transportation of specimens.
• Accurately processes specimens according to established departmental procedures. May include specimen triaging, routing, and storing.
• Evaluates specimens for acceptability and follows the appropriate procedures for specimens that do not meet acceptance criteria. Initiates problem resolution.
• Processes requests for add on testing.
• Develops proficiency with laboratory information systems including ANSR, ESP, IMS, Millennium, MasterControl, LMS, CRM, and eExcept.
• Receives and initiates telephone calls to/from customers and laboratories in a timely and courteous manner. May provide verified test results available in the LIS, as requested, to authenticated individuals.
• Provides education, guidance, and troubleshooting to customers regarding available resources, testing and application utility.
• Maintains competency on pre-analytic equipment, maintenance and operation as needed for department support.
• Maintains work area. Cleans bench tops and equipment as needed and daily at the end of the work shift. Documents cleaning and maintenance as required.
• Serves as a liaison between technical sections and customers.
• Builds and maintains customer relationships throughout all communications while providing a positive, professional and empathetic understanding.
• Documents customer communications, resolutions, issues, and appropriate follow-up.
• Other duties as defined.

Physical and Other Requirements: Stooping: Bending body downward and forward by bending spine at the waist. Reaching: Extending hand(s) and arm(s) in any direction. Mobility: The person in this position needs to occasionally move between work sites and inside the office to access file cabinets, office machinery, etc. Communicate: Frequently communicate with others. PPE: Biohazard laboratory environment that requires use of personal protective equipment in accordance with CDC and OSHA regulations and company/departmental policies. ARUP Policies and Procedures: To conduct self in compliance with all ARUP Policies and Procedures. Sedentary Work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Fine Motor Control: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling. Absolute integrity in the accurate identification of samples, test performance, and reporting of results Vision: Having close, far, and peripheral visual acuity to perform a variety of tasks such as make general observations of depth and distance.

Qualifications

Education

Required

High School Diploma or Equivalent or better.

Preferred

Associates Degree or better in Biology or related field.

Experience

Required

Must complete and demonstrate department-specific training and competency within 6 months.

Preferred

• General medical laboratory experience
• College level courses in medical terminology, biology, communications or related life sciences
• Customer service work experience
• Call center work experience
• Ability to type 35 WPM and 10-key skills
• Familiarity with Laboratory Information System (LIS)
• HIPAA training and/or knowledge