Client Service Specialist II

Client Service Specialist II responsibilities include, but are not limited to, the following:

Client Interaction

• Research problems that may arise and involve others if needed to help with final resolve for client
• Answering calls with clients to better serve their needs and to transfer any calls to the appropriate department as needed.
• Set up/verifying new clients according to protocol and follow through with any issues that are involved with the client set up process as needed.
• Assist clients if they are having difficulty reaching other departments (send email if necessary)
• Set clients up on the Diatherix-Eurofins web portal and follow through with any issues that are involved with the web client set up process as needed
• Follow up with all client related issues in a timely manner and document the progress and notify TM is necessary
• Advise clients to visit our website for additional information
• Assist clients with any need resulting from the web portal (login and password issues)
• Monitor fax press
• Monitor channel verification report
• Monitor CCM (ClientCaseManagement)
• Call clients to obtain information necessary to perform testing when required

Requisition Processing

• Send a new requisition to the clients as needed

• Complete data entry for specimen orders into LIS
• Resolve mis-sorts and send delay notices
• Follow procedure as it pertains to late arrivals
• Follow through with client requests for additional testing- following protocol to notify clinical (additional tests that were not originally requested on the requisition)
• Complete verbal order forms and patient/sample authentication forms for problem resolve
• Sort all requisitions when needed as procedure requires
• Complete data entry for all specimen orders
• Scan documents into record documentation system as needed
• Verify all documents are in View Wise
• Resend reports by verified reporting method
• Check reported basket at the end of each day
• Process all WIB requisitions as the procedure states
• Process all EMR orders as the procedure states

Specimen Processing

• Verify all documents are in View Wise

• Be alert to the need of any process changes daily to maintain appropriate turnaround time
• Understand and meet process for turnaround times – involve Representative III or manager if needed
• Process all specimen splits as the procedure states (as needed)
• Knowledgeable on specimen requirements and handling procedures. Serve as a resource for Lab Assistants.

Administration/Other

• Contact IT if needed to resolve issues, this can involve program issues to equipment issues. (Establish a helpdesk ticket for all issues)
• Know the appropriate individual to contact when there is an urgent need
• Understand and meet process for turnaround times and make the appropriate daily changes as needed
• Briefly investigate client courier issue to advise the client and refer client to Logistic department when needed

• Serve as a resource for Representative I’s as well as training.
• Instruct other team members on any ongoing client concerns
• Notify manager of any client concerns that you feel needs immediate attention
• Observe compliance when it comes to PHI information (with information lying around or on your computer)
• Use PPE per policy when in the laboratory
• Keep Client Service department and your personal area neat and clean
• A day’s schedule can be affected by specimen delivery delays, possibly resulting in later arrival times or later finish times. Flexibility with scheduling, within reason, is required.
• Weekend and holiday work is required.
• Work during adverse weather conditions, as much as safety will allow, is required
• Send email to Supply department for document storage pick-up (schedule a day and time)
• Maintain the scanning room is clean and picked up. All requisition folders are in their place and not left out on the tables
• Make sure all requisitions are in ViewWise before sending documents to storage (Normally hold a month behind so billing can complete their end of month)
• Make sure we have enough boxes ordered for document storage and keep up with other vital inventory that we use daily
• Other duties as needed