Client Service Specialist

Client Service Specialist

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, information provision, and responding to inquiries. Responsible for maintaining service excellence by monitoring client satisfaction and needs. Also act as liaisons between referral laboratories and Warde Medical Laboratory. Informs management of unusual client issues and makes recommendations for service improvements.

Skills, Knowledge, Education and Experience:

Education and Experience:

• Associate's degree from an accredited college/university required.
• Two years clinical laboratory experience or two years Client Services experience in a laboratory environment required.
• Bachelor's degree preferred.

Skills/Knowledge:

• 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.
• Assists in establishing new client 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. Helps to identify problems, offer solutions, and participates in resolution.
• Maintains the confidentiality of information acquired pertaining to patient, 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.
• Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.