Client Service Specialist - job 1 of 2

Eurofins Scientific is an international life sciences company, which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the leading global emerging players in specialty clinical diagnostic testing.

In 2018, Eurofins generated 4.2 billion Euro proforma turnover in 800 laboratories across 47 countries, employing about 45.000 staff.

Eurofins stands for a conception of clinical diagnostics entirely focused on excellence, innovation and technological investment. Eurofins clinical diagnostics offers testing services in all medical specialties. 

As a central element in healthcare, clinical diagnostics contributes to every stage of patient care: predisposition, prevention, diagnostics, treatment monitoring and prognosis. 

With hundreds of thousands of clinical diagnostics tests performed every day, the laboratories of the clinical diagnostics division strive to ensure that every patient, wherever he or she lives, has access to the most specialized and most innovative techniques for diagnosis, monitoring and therapeutic adjustment. Our logistics expertise and our daily sample collection and delivery network, guarantee perfect continuity in the provision of care while ensuring the same standard of quality and access to innovation across all the regions we serve.

Client Service Specialist responsibilities include, but are not limited to, the following:

Client Interaction

• Research problems that may arise and involve others if needed to help with final resolve for client
• Answering 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 needed
• Assist 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 needed
• Follow up with all client related issues in a timely manner and document the progress and notify TM is necessary
• Advise clients to visit our website for additional information
• Assist clients with any need resulting from the web portal (login and password issues)
• Monitor fax press
• Monitor channel verification report
• Monitor CCM (ClientCaseManagement)
• Call clients to obtain information necessary to perform testing when required

Requisition Processing

• Send a new requisition to the clients as needed
• Work closely with clinical lab to ensure all requisitions have been accessioned and there are no issues holding up resulting of patient result

• Complete data entry for specimen orders into LIS
• Resolve mis-sorts and send delay notices
• Follow procedure as it pertains to late arrivals
• Follow 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 resolve
• Sort all requisitions when needed as procedure requires
• Complete data entry for all specimen orders
• Scan documents into record documentation system as needed
• Verify all documents are in View Wise
• Resend reports by verified reporting method
• Check reported basket at the end of each day
• Process all web requisitions as the procedure states
• Process all WIB requisitions as the procedure states
• Process all EMR orders as the procedure states
• Add MDs to needed requisitions as needed
• Recognize and escalate mis-sorts and mis-batches to Representative I or II

Specimen Processing

• Verify all documents are in View Wise

• Be alert to the need of any process changes daily to maintain appropriate turnaround time
• Understand and meet process for turnaround times – involve Representative II/III or manager if needed
• Process all specimen splits as the procedure states (as needed)
• Knowledgeable on specimen requirements and handling procedures. Serve as a resource for Lab Assistants.

Administration/Other

• Contact 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 need
• Understand and meet process for turnaround times and make the appropriate daily changes as needed
• Briefly investigate client courier issue to advise the client and refer client to Logistic department when needed

• Serve as a resource for Representative I’s as well as training.
• Instruct other team members on any ongoing client concerns
• Notify manager of any client concerns that you feel needs immediate attention
• Observe compliance when it comes to PHI information (with information lying around or on your computer)
• Use PPE per policy when in the laboratory
• Keep Client Service department and your personal area neat and clean
• A 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 required
• Send 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 tables
• Make 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 daily
• Check email daily when at work, maintain all mandatory education, and adhere to attendance policy.
• Other duties as needed

Minimum Educational Qualifications:

• Minimum Bachelor of Science in Medical Technology, Clinical Laboratory Sciences, or a Life Science such as Biology or Chemistry
• Minimum 1-2 years’ experience in a laboratory and or/ customer service setting preferred and is comfortable dealing with clients in a business setting.

Minimum Qualifications:

• Must possess proficiency with basic computer programs
• Be a strong team player
• Excellent communication skills
• Must be able to multitask and keep up in a fast-paced environment
• Must work well on your own with minimal supervision
• Must not be in disciplinary action cycle.
• Must be comfortable handling patient samples using proper PPE procedures

Position is full-time, working 3rd shift Tuesday - Saturday 2:30am - 11:30am, with overtime as needed.  Candidates currently living within a commutable distance of Louisville, KY are encouraged to apply.

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

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Eurofins USA Clinical Diagnostics is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.