Job closed
Ref: RP174-67
Job description / Role
Our client is the world’s leading healthcare diagnostics company.
Job Role
• Manage and lead the technical support department
• Monitor and resolves customer concerns
• Provide client education on specimen collection and other technical related processes
• Provide support to the scientific team on projects such as new tests development
• Coordinate with laboratory operations for process flow improvements initiative
• Provide support to Finance for operation related queries on invoices
• Coordinate communications and relationships between the company and affiliated referral laboratories
• Assists BD team on new accounts and maintaining existing accounts
• Prepare the Technical Support Team Roaster
• Develop and manage communication and reporting systems with Lab Corp Hospitals customer services to ensure TAT and service efficiency;
• Assist with correspondence related to customer/clients complaints;
• Liaise with Agility on urgent customer needs, samples and will calls pickups;
• Work laboratory Work In Progress and Audit reports. These reports are reviewed to ensure all results are received and reported to clients. In some cases, a test may be sent to an outside lab (IE; Mayo, ARUP). These reports will identify outstanding results. This is often a SOP requirement for hospitals.
• Act as contact point between client and laboratory. They will bring in additional technical, billing, accounting resources necessary to address the client’s concerns.
• Generate unique reports/data for clients.
• Monitor activity for “special handling” accounts. This involves manual review of TRF to ensure correct information is transcribed from the TRF, monitoring timely result delivery to client, proactive follow up with client, etc.
• Review laboratory problem reports (laboratory staff will enter problem codes for specimens failing certain requirements – insufficient volume, unacceptable specimen [whole blood versus serum], exposed to light, too old, lab accident) for trends. Will notify client if it appears the client is experiencing excessive error rates.
• Technical Support will provide in-service if issues appear to be client education related. They may interact with the Technical Director, Medical Director, QA/QC if it appears to be internal laboratory issue
• Technical Support representatives provide back up to other technical areas within the laboratory
• Requesting advice on what test(s) to order given patient’s initial diagnosis
• Questions concerning competing testing methodologies (IE; RAST versus immunocap allergy testing)
Requirements
• Higher Diploma and or BSc in Medical Laboratory Technology or Medical related field
• Minimum of 8 years in a similar position. Healthcare experience is a must
• Fluency in English, a second language an advantage.
About the Company
Black Pearl is a human resources and recruitment agency that provides a holistic business and talent solution in a progressive, dynamic, and efficient way.
We pride ourselves as a unique black pearl and strive to delight our clients with a personalized partnership that helps them propel towards success.
Whether you need to find top talent, your next great job opportunity, or a consulting solution for managing your business, engaging employees, evolving your work culture, planning your people strategy, or resourcing challenges, we can help.