Job Description
Job Description
Job summary: This position is responsible to act as a liaison between the Consolidated Call Center, Sales Account Executives and Laboratory Operations; both internal and field. The Liaison will be the primary point of contact for Lab QA, Account Executives and CC Management for client escalations and investigations. The Lab Liaison will be responsible for monitoring all worklists to ensure timely reporting, document all non-compliant issues according to protocol and manage all inquiries received via email, messaging, or phone calls. The Lab Liaison will be cross trained in the role of Lab Assistant and when needed, will be asked to perform these functions as well.
Essential Functions:
• Assist with proper prioritization of key customers and assigned priority accounts.
• Interact with key customers when appropriate to provide and process information in response to inquiries, concerns, and requests about our services.
• Communicate, support, and coordinate with Field Area Managers in a timely manner.
• Monitor assigned requests closely at every level of service for optimal turnaround response.
• Constantly follow up with customer interactions and/or pending inquiries as required.
• Communicate and coordinate with internal departments as needed.
• Monitor and maintain various pending lists to ensure lab staff completes timely reporting of patient results.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Complete the documentation portion of the TNP protocol.
• Direct requests and unresolved issues to the designated resource.
• Provide back-up to the critical call team when necessary.
• Assist with processing Add-on orders, and STAT upgrades.
• Maintain client and patient confidentiality as required.
• Prepare and submit an occurrence report for every qualified event as directed by Quality Assurance Department.
• Other duties as assigned
Job Requirements:
• Ability to work independently and as a team
• Computer knowledge and working knowledge of lab LIS systems.
• Strong customer service skills
• Solid communication skills (including verbal, written and listening skills)
• Solid problem solving and decision-making abilities
• Good organizational skills
• Ability to execute and prioritize multiple tasks
• Professional attitude
• Excellent computer keying skills required; Alpha and numeric data entry skills (prefer minimum of 35 wpm and 10-key by touch).
• Flexible and adaptable to change.
Physical Requirements and Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Laboratory staff can be expected to work in areas where hazards associated with, but not limited to blood-borne pathogens. Biological materials, hazardous substances and radioactive material exist and are handled. Appropriate training is provided regarding these hazards and staff is expected to adhere to all health and safety policies, at all times, whether they are in writing or verbalized by either management or the Health and Safety Officer. While performing the duties of this job, the employee is frequently required to stand: to handle or feel: to talk and to hear. The employee occasionally is required to walk, sit: reach with hands and arms and stoop, kneel, crouch or crawl. The employee may lift and or move up to 15 pounds on occasion. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus. No color visual deficiency.
Education and Experience Requirements
o Familiarity with lab process and workflow.
o High school degree or equivalent.
o 1-year prior experience as lab liaison preferred but not required.
o Any certification/licensure needed per state requirements.
o Medical terminology / experience preferred but not required.
The Company is an equal opportunity employer and makes employment decisions based on merit. We want to have the best available people in every job. Therefore, the Company does not discriminate against its associates or applicants because of race, religion, color, sex (including childbirth, breast feeding, and related medical conditions), national origin, citizenship status, uniform service member status, pregnancy, age, genetic information, disability or any other category protected by applicable state, federal law, and local laws. This policy extends to all persons and to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, termination, promotions, transfers, compensation, benefits, training, leaves of absence, and other terms and conditions of employment