Job Description

JOB DESCRIPTION

Position Title: Lab Client Support Specialist

Department: Administration

Reports To: Director of Operations

POSITION SUMMARY

Lab Client Support Specialist creates and maintain excellent relationships with current clients by responding appropriately and effectively to client requests and concerns pertaining to laboratory processing. LCSS also assists with agreement renewals and bid responses by providing information and documents consistent with agreed proposals.

DUTIES & RESPONSIBILITIES

1. Receive and address all incoming phone calls and email pertaining to lab client support, triaging where necessary.

2. Professionally transfer clients to other Client Support groups or escalate to managers, as necessary.

3. Provide appropriate case and order related information on a timely basis, including pricing, cutoff levels, and matrix availability.

4. Prepare and transmit affidavits and follow up in a timely manner to update or cancel testing.

5. Obtain pricing and information about send out testing from approved reference laboratories.

6. Generate reports and documents for contract renewal and bid response as needed.

7. Assist with other account setup and client management processes as needed.

8. Meets documentation requirements that follow our quality system requirement.

9. Other duties or tasks may be assigned periodically by immediate supervisor; however, these duties or tasks will be limited to the competency of the employee and their current documented training. Management will be responsible for documenting these duties or tasks.

SUPERVISORY RESPONSIBILITES

This job has no supervisory responsibilities.

SKILL REQUIREMENTS

1. Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
2. Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
3. Customer Service - Manages difficult or emotional customer situations and responds promptly to customer needs.
4. Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
5. Problem Solving - Identifies and resolves problems in a timely manner and has ability to gather and analyze information skillfully.
6. Service Orientation - Actively looking for ways to help people.
7. Interdepartmental Communication – Communicates well to others outside of immediate department.
8. Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
9. Speaking - Talking to others to convey information effectively.
10. Teamwork - Works well in group solving situations and uses reason when dealing with emotional topics.
11. Time Management - Managing one's own time effectively and communicates delays.
12. Troubleshooting - Determines causes of operating errors and decides what to do about it.
13. Writing - Communicating effectively in writing as appropriate for the needs of the audience.

WORKING CONDITIONS

The normal working conditions under which your work is performed

1. Cubicle or workstation

PHYSICAL EFFORT

The physical demands of the position

1. Typically sitting at a desk

QUALIFICATION REQUIREMENTS

Minimum Requirements

High school diploma or general education degree (GED); or three months to one year related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

None Required