Client Services Associate

Job Description

Job Description

The Client Services Associate (CSA) collaborates with the Client Services team and Precision Diagnostics Specialists (PDS) to manage orders and service accounts in a CLIA/CAP-certified environment. This role is responsible for overseeing the entire order process, supporting account-related needs, and performing additional tasks including accessioning.

Early shirt (5:00am - 1:30pm) Monday to Friday REQUIRED

Duties:

• Accurately enter data and create records of test requisition forms in the database and/or Salesforce.
• Resolve order holds by contacting ordering providers to address missing information, clinical discrepancies, or specimen issues. 
• Follow up regularly to ensure timely resolution and specimen testing.
• Create accounts for new ordering providers in Salesforce and complete sanctions checks.
  1. Maintain updated account details, including names, addresses, contact information, and other client preferences.
  2. Answer incoming calls to Client Services main phone line as well as direct calls as needed.
  3. Triage inquiries to the appropriate person as needed (E.g., Laboratory Director, Scientific team)
  4. Record details of each communication (E.g., inquiries, resolutions, updates) in database and/or Salesforce.
• Collaborate with cross-functional teams to resolve complex client issues.
• Respond to client inquiries via phone and email, providing accurate information on products, services, and company policies in a professional, client-centric manner.
• Investigate and address concerns, provide solutions to issues, and ensure client satisfaction while providing best in class customer service.
• Assist with shipping of educational materials and specimen kits, including creating shipping labels, assembling packages, and tracking shipments.
• Monitor the Client Service e-mail inbox as well as individual e-mail inbox.
• Perform accessioning of incoming specimens, including receiving deliveries, capturing electronic images of specimen packages, and entering information into the database and/or Salesforce.
• Train on all Standard Operating Procedures (SOPs) related to the job function and adhere to company protocols.
• Maintain the privacy and confidentiality of personal information in accordance with Health Insurance Portability and Accountability Act (HIPAA) guidelines.
• Effectively resolve common problems and be able to escalate to group leaders when it is uncertain how to resolve a case.
• Adhere to the company safety policies and supports a safe work environment.
• Perform other duties as assigned by the department lead.

Requirements:

Education/Certification:

• Bachelor’s degree preferred, or relevant years of experience in customer/client service. 
• High school diploma required.

  Experience:

• A minimum of 3 years of professional work experience, preferably in a relevant life science field, such as clinical diagnostics, biotechnology, laboratory operations, or healthcare administration, is desired.
• Excellent written and verbal communication and experience handling business-related calls and e-mails in a professional manner.
• Demonstrate the ability to have clear communication with peers, management, and clients.
• Proficient in the use of Microsoft Office suite (Outlook, Excel, Word). Experience with Salesforce is preferred.
• Strong attention to detail with an ability to multi-task and prioritize workload.
• Self-starter who takes ownership of their workload and thrives in a team environment.

Physical Demands and Working Conditions:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job entails regularly performing tasks while working at a computer, desk, laboratory bench or automated machine. Work may involve occasional climbing or balance. Work entails occasional lifting and/or moving up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Will work at a computer some of the time as well as need to keep specimen processing records requiring the use of copiers and scanners.
• Must possess ability to sit and/or stand for extended periods of time.
• Must be able to perform repetitive motions.
• Ability to lift up to 25 pounds.
• May be required to handle general laboratory reagents.

5:00am - 1:30pm Monday to Friday