Laboratory Client Services Specialist 2

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE: Laboratory Client Services Specialist II

REPORTS TO POSITION: Laboratory Support Services Supervisor

DEPARTMENT: Laboratory

DATE LAST REVIEWED: August 2026

OUR VISION: Creating America’s healthiest community, together

OUR MISSION: In the spirit of love and compassion, better health, better care, better value

OUR VALUES: Accountability, Caring and Teamwork

DEPARTMENT SUMMARY: The Laboratory Departments provide comprehensive laboratory services to the multi-hospital organization and outreach community, including blood collection, specimen processing, testing, and reporting of results across all disciplines of laboratory medicine. Laboratory services support patients, providers, caregivers, and community partners across the health system by providing accurate, timely, and reliable laboratory testing and results.

POSITION OVERVIEW: The Laboratory Client Services Specialist II demonstrates advanced knowledge of laboratory workflows, customer service processes, and related systems and serves as a resource to team members. This position functions as an escalation resource for complex order, specimen, client service, and workflow issues that cannot be resolved through standard processes. While not directly responsible for supervision, the Specialist II provides onboarding support, workflow coaching, mentoring, and day-to-day guidance to Specialist I staff and promotes consistent application of established workflows and service standards.

ESSENTIAL FUNCTIONS AND DUTIES:

Answers and manages incoming laboratory calls, providing timely, professional, and accurate assistance.

Provides information regarding laboratory testing requirements, specimen collection, handling, processing, and expected turnaround times.

Assists providers and clinical staff with laboratory test selection and order entry.

Independently reviews and resolves routine and complex order discrepancies, pending orders, and ordering issues; escalate as appropriate.

Serves as an escalation resource for complex service, ordering, specimen, and workflow concerns.

Monitors laboratory worklists and work queues and takes appropriate action to ensure timely completion.

Coordinates routine and STAT courier requests according to established workflows and policies.

Communicates or facilitates communication of critical and priority laboratory results in accordance with organizational policy and assigned responsibilities.

Accurately documents customer interactions, follow-up activities, and issue resolution.

Provides onboarding support, workflow coaching, mentoring, and peer guidance to Laboratory Client Services Specialist I staff.

Supports outreach client retention through proactive service, issue follow-up, and coordination with laboratory leadership when service concerns arise.

Identifies recurring customer service, ordering, specimen, and courier-related issues and communicates trends to leadership to support quality improvement efforts.

Supports laboratory service goals through timely call handling, issue resolution, queue management, and documentation accuracy.

Maintains current knowledge of laboratory services, workflows, systems, policies, and procedures.

Supports the vision, mission, and values of the organization in all respects.

Supports the Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients, and guests.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate.

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION:

Required: High school diploma or equivalent.

Preferred: Associate or Bachelor's degree

LICENSURE/CERTIFICATION/REGISTRATION:

Required: N/A

Preferred: N/A

EXPERIENCE:

Required: Minimum three (3) years of healthcare or clinical laboratory experience, including customer service or call center experience.

Preferred: Three (3) or more years of healthcare or laboratory experience, including experience with laboratory workflows, medical terminology, laboratory information systems, patient or provider communication, and customer service.

PERSONAL PROTECTIVE EQUIPMENT:

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION:

Communication/Interpersonal

Must have excellent communication skills and ability to interact with a diverse population and professionally represent St. Charles Health System.

Ability to effectively interact and communicate with all levels within St. Charles Health System and external customers/clients/potential employees.

Strong team working and collaborative skills.

Ability to effectively reach consensus with a diverse population with differing needs.

Ability to manage facilitation and consensus building among health care professionals and agencies and achieve expected results.

Ability to work under pressure in a fast-paced environment.

Organizational

Ability to multi-task and work independently.

Attention to detail.

Excellent organizational skills, written and oral communication, and customer service skills, particularly in dealing with stressful personal interactions.

Strong analytical, problem solving and decision-making skills.

Technical

Experience using multiline telephone systems.

Strong computer skills and ability to effectively use healthcare information systems.

Proficiency navigating electronic worklists and work queues.

Ability to learn and effectively use laboratory information systems and related applications.

Ability to accurately enter, retrieve, and document information in electronic systems.

PHYSICAL REQUIREMENTS:

Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.

Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing, or pulling 1-10 pounds, grasping/squeezing.

Rarely (10%): Stooping/kneeling/crouching, lifting, carrying, pushing, or pulling 11-25 pounds, operation of a motor vehicle.

Never (0%): Climbing ladder/stepstool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors

Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

No Risk for Exposure to BBP

Schedule Weekly Hours:

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