Job Description

CLIENT SERVICE SUPERVISOR

THIS POSITION IS WITH DIATHERIX EUROFINS CLINICAL DIAGNOSTICS WHICH IS LOCATED IN THE HUDSON ALPHA INSTITUTE, HUNTSVILLE, ALABAMA. DIATHERIX EUROFINS CLINICAL DIAGNOSTICS IS A HIGHLY-SPECIALIZED LABORATORY PROVIDING CUTTING-EDGE MOLECULAR DIAGNOSTIC TESTING SERVICES TO HOSPITALS AND PHYSICIANS USING PROPRIETARY TEM-PCR (TARGET ENRICHED MULTIPLEX POLYMERASE CHAIN REACTION) TECHNOLOGY FOR PRECISE DETECTION OF INFECTIOUS DISEASES AT HIGH LEVELS OF SENSITIVITY AND SPECIFICITY, AND AT VERY SHORT TURNAROUND TIMES.

GENERAL DESCRIPTION:

The Client Service Supervisor is responsible for overseeing accessioning process, specimen labeling with client, data entry performance, storage of documents, equipment monitoring, process monitoring, and following standard Client Service procedures, safety guidelines, ergonomics, and HIPAA policies. The position is also responsible for daily activity as it pertains to clients, patient results and problem resolve of testing issues and communication of testing concerns to clinical, clients, sales and Client Service team. Responsible for training and assessment as pertains to processes of Client Service team. Responsible for management and supervision of all areas of the Client Service department.

ESSENTIAL JOB FUNCTIONS:

• Knowledge, oversight, and performance of all Client Service Specialists I and II teams, Client Service Operation Support I, II and III teams.
• Must be accessible to personnel to provide telephone or electronic consultation to resolve problems in accordance with policies and procedures established.
• Maintain the delivery of specimens is on time and in accordance to our specifications.
• Manage calls to logistics, courier service and/or FedEx if there is a concern.
• Work side by side with the clinical staff to maintain an adequate TAT
• Work with client to resolve all issues with testing and advise client as needed.
• Work with clinical in the testing of specimens in a timely manner after resolving errors.
• Maintain a compliant area involving PHI.
• Manage the use of PPE when it involves client service specimen sorting staff
• Manage the maintenance of equipment for scanning process
• Manage the maintenance of equipment for manually faxing results
• Manage reports processor within CLIA for reporting issues
• Manage fax press for resending failed faxes
• Manage State Pathogen Reporting Process
• Manage client errors and the resolve process
• Document sorting errors for training

OTHER DUTIES REQUIRED:

• Verification of reports successfully transmitted to clients according to applications.
• Resolving problems and ensuring that remedial actions are taken whenever systems deviate from the departments established performance specifications.
• Ensuring that patient test results are not reported until all check systems have been completed.
• Provide clients with a better understanding of testing and act as a liaison between the client and the territory manager.
• Responsible for collaborating with different work groups and departments to improve client satisfaction.
• Coordinate internal projects and determine the best utilization of resources.
• Be a reliable point of contact for clients to provide strong business relationship.
• Take ownership of client issues and follow problems through to resolution.
• Develop procedures to better serve clients and department.
• Maintain an orderly workflow according to priorities.
• Mentor and develop Client Service employees and nurture an environment where they can excel through encouragement and empowerment.
• Identifying training needs and assuring that each individual performing duties receives regular training and education appropriate for the type of service performed.
• Direct observation of equipment performance and functionality.
• Assessment of problem solving skills.
• Oversight of State Pathogen Reporting, EMR clients, internal and external documentation and client related communications.
• LIS management as is related to Client Services department.
• Manage metrics as defined by protocols
• Manage scheduling of Client Services department and ensure appropriate coverage of weekend shifts or the ability to work weekend if needed
• Observe compliance when it comes to PHI information (with information lying around or on computer)
• Observant of technical issues that may require the need of IT or the Laboratory Director
• Must comply with CLIA or any other medical requirements to work in the laboratory
• Perform other duties and functions as directed

QUALIFICATIONS:

EDUCATION/EXPERIENCE

• Associate's Degree required in General Studies, Business, or a related field. Bachelor's preferred.
• 3+ years' experience in customer service role
• 3 or more years' experience in a management position
• Proven work experience in the medical and/or client service field
• Experience in providing customer service support
• Awareness of industry's latest technology trends and applications

ABILITY AND/OR SKILLS

• Proficient typing skills
• Proficient with using Microsoft Office Suite
• Working knowledge of customer service software, databases and tools
• Awareness of industry's latest technology trends and applications
• Ability to think strategically and to lead
• Strong client and communication skills
• Advanced troubleshooting and multi-tasking skills
• Be a strong team player

Diatherix is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

JOB POSTED BY APPLICANTPRO