Client Service Specialist responsibilities include, but are not limited to, the following:Client InteractionResearch problems that may arise and involve others if needed to help with final resolve for clientAnswering calls with clients to better serve their needs and to transfer any calls to the appropriate department as needed.Set up/verifying new clients according to protocol and follow through with any issues that are involved with the client set up process as needed.Send a new requisition to the clients as neededAssist clients if they are having difficulty reaching other departments (send email if necessary)Set clients up on the Diatherix-Eurofins web portal and follow through with any issues that are involved with the web client set up process as neededFollow up with all client related issues in a timely manner and document the progress and notify TM is necessaryAdvise clients to visit our website for additional informationAssist clients with any need resulting from the web portal (login and password issues)Monitor fax pressMonitor channel verification reportMonitor CCM (ClientCaseManagement)Call clients to obtain information necessary to perform testing when requiredRequisition ProcessingSend a new requisition to the clients as neededWork closely with clinical lab to ensure all requisitions have been accessioned and there are no issues holding up resulting of patient resultComplete data entry for specimen orders into LISResolve mis-sorts and send delay noticesFollow procedure as it pertains to late arrivalsFollow through with client requests for additional testing- following protocol to notify clinical (additional tests that were not originally requested on the requisition)Complete verbal order forms and patient/sample authentication forms for problem resolveSort all requisitions when needed as procedure requiresComplete data entry for all specimen ordersScan documents into record documentation system as neededVerify all documents are in View WiseResend reports by verified reporting methodCheck reported basket at the end of each dayProcess all web requisitions as the procedure statesProcess all WIB requisitions as the procedure statesProcess all EMR orders as the procedure statesAdd MDs to needed requisitions as neededRecognize and escalate mis-sorts and mis-batches to Representative I or IISpecimen ProcessingVerify all documents are in View WiseBe alert to the need of any process changes daily to maintain appropriate turnaround timeUnderstand and meet process for turnaround times – involve Representative II/III or manager if neededProcess all specimen splits as the procedure states (as needed)Knowledgeable on specimen requirements and handling procedures. Serve as a resource for Lab Assistants.Administration/OtherContact IT if needed to resolve issues, this can involve program issues to equipment issues. (Establish a helpdesk ticket for all issues)Know the appropriate individual to contact when there is an urgent needUnderstand and meet process for turnaround times and make the appropriate daily changes as neededBriefly investigate client courier issue to advise the client and refer client to Logistic department when neededServe as a resource for Representative I’s as well as training.Instruct other team members on any ongoing client concernsNotify manager of any client concerns that you feel needs immediate attentionObserve compliance when it comes to PHI information (with information lying around or on your computer)Use PPE per policy when in the laboratoryKeep Client Service department and your personal area neat and cleanA day’s schedule can be affected by specimen delivery delays, possibly resulting in later arrival times or later finish times. Flexibility with scheduling, within reason, is required.Weekend and holiday work is required.Work during adverse weather conditions, as much as safety will allow, is requiredSend email to Supply department for document storage pick-up (schedule a day and time)Maintain the scanning room is clean and picked up. All requisition folders are in their place and not left out on the tablesMake sure all requisitions are in ViewWise before sending documents to storage (Normally hold a month behind so billing can complete their end of month)Make sure we have enough boxes ordered for document storage and keep up with other vital inventory that we use dailyCheck email daily when at work, maintain all mandatory education, and adhere to attendance policy.Other duties as needed
