PURPOSE AND SCOPE:
Communicates information and acts as a resource for clients by telephone and fax. Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports).

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Under close supervision, acquires job skills and learns company policies and procedures to complete routine tasks.
• Contacts clients of abnormal test results, problems with specimens and requisitions, verify information.
• Assists clients with questions regarding status of tests, test requirements, specimen handling, etc.
• Assists clients with requests for changes to their requisitions, critical values, and patient information.
• Documents all calls into appropriate systems.
• Instructs (assists) clients with test ordering, specimen preparation, packaging, and shipping specimens.
• Takes supply orders, sets up standing orders and arranges for the appropriate delivery time and any related reports as needed.
• Keeps up to date in all technical information and new policies and procedures.
• Communicates with Sales and Clinical Support Reps about clients.
• Communicates with all departments to resolve client questions and problems in a timely manner.
• May refer to senior staff for assistance with day-to-day problems that may arise.
• Escalates issues to supervisor for resolution, as deemed necessary.
• Assist with various projects as assigned by direct supervisor.
• Other duties as assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.