Client Services Representative (12pm to 9pm, Monday - Friday)

Client Services Dispatcher

The Client Services Dispatcher is responsible for coordinating and dispatching laboratory services while delivering exceptional customer service to internal and external clients. This role requires strong organizational skills, the ability to multitask in a fast-paced environment, and a proactive approach to problem-solving.

Client Services Duties

• Respond promptly to new account inquiries and accurately enter information into designated systems.
• Take ownership of all inquiries, utilizing available resources to provide timely resolutions.
• Maintain thorough knowledge of internal systems, processes, and workflows related to the collection and processing of patient lab samples.
• Maintain and update the critical call list.
• Handle STAT call intake with urgency and accuracy.
• Assist other departments with various tasks as needed.
• Perform daily administrative reporting tasks and assist with internal projects as assigned.
• Perform other client services duties as assigned by the manager.

Laboratory Dispatch Duties

• Ensure all orders are properly dispatched, completed, and processed in accordance with policies and procedures.
• Review, organize, and distribute orders based on coverage areas, effectively utilizing on-duty phlebotomists.
• Track and follow up on all assignments dispatched during the shift.
• Collaborate with Phlebotomy Management, Laboratory, and Courier services to ensure order completion.
• Document issues that occur throughout the shift and escalate as necessary.
• Investigate and troubleshoot unexpected problems, providing immediate resolution when possible.
• Communicate customer concerns or potential issues to the sales team and phlebotomy managers with recommendations for resolution.
• Serve as a friendly, helpful, and knowledgeable representative of PHS laboratory services.
• Perform other dispatcher duties as assigned by the manager.

We are an Equal Opportunity Employer and committed to providing reasonable accommodations to individuals with disabilities. If you require accommodations during the application or interview process, please contact View email address on click.appcast.io.