Laboratory Client Support Technician

The Laboratory 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.

Requirements

• Understands appropriate collection, handling, and transportation of specimens.
• Accurately processes specimens according to established departmental procedures.
• Evaluates specimens for acceptability and follows the appropriate procedures for specimens that do not meet acceptance criteria.
• 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.
• 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.
• 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.