Senior Laboratory Client Support Specialist - Remote, SD/ND - FT

Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We’re proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint. 

Work Shift:

Varies (United States of America)

Scheduled Weekly Hours:

40

Salary Range: $22.50 - $36

Union Position:

No

Department Details

Join a team dedicated to improving lives. As a Senior Laboratory Client Support Specialist at Sanford Laboratories, you'll play a vital role in supporting our clients, laboratories, and ultimately, the patients they serve. You'll be the trusted advisor they rely on for expert guidance and solutions, ensuring they have the resources they need to deliver the best possible care.

Summary

The Senior Client Support Specialist for Sanford Laboratories is expected to communicate complex and/or often confidential laboratory test information professionally, accurately, and courteously to clients, providers, co-workers and other laboratorians. Must demonstrate the ability to coordinate, investigate, and respond to issues regarding service to Sanford Laboratories clients, both internal and external. This position must have outstanding communication skills with technical laboratory experience necessary to lead and assist in the management of increasing call volumes as well as the maintenance of laboratory resource information.

Job Description

The Senior Client Support Specialist will provide front line services for Sanford Laboratories, and act as the primary point of contact for physicians, clients, laboratorians, and other health care providers with questions and issues pertaining to the technical aspect of laboratory testing services.

Responsible for the communication, coordination, and maintenance of pre-analytical, analytical, and post analytical phases of testing. Duties include the maintenance of a central reference database, uploading technical information to reflect current laboratory practices, montoring turn around time and result entry of referral lab testing, review of referral test changes and submission of changes to IT services for system updates.
The Senior Client Support Specialist may also be responsible for test change updates to the Sanford Laboratories on-line and internal test menu catalog.
Assists Client Support Reps, Senior Support Reps and sales staff with questions pertaining to technical laboratory issues and developing and strengthening current client relationships in order to build and maintain client base. Demonstrates general knowledge of all Sanford Laboratories departments in order to convey Sanford Laboratories policy in ensuring client satisfaction. Professional communication, telephone and problem resolution skills are essential. Must be able to work with growth and development needs of unique client populations for the following age groups: adult & geriatric.
Demonstrates patience, kindness, and cooperation with clients and co-workers. May be asked to work at or travel to any Sanford Laboratories site depending on the needs of the facility and at the discretion of the supervisor/manager.

Must communicate confidential information including patient test results professionally, accurately, and courteously to Sanford Laboratories clients, patients, laboratory personnel and providers. They will collaborate with other departments across the enterprise, acting as liaison between internal Sanford Laboratory personnel and providers, nursing, patients and other healthcare professionals. Additionally, the Senior Client Support Specialist will document all communication via system Customer Relations Management (CRM) software; utilize system functions including test catalog, follow-up worklist, in-basket messaging and phone calls to troubleshoot and resolve inquiries and issues for internal and external providers, clients and other healthcare personnel; review and complete system reports to monitor outstanding specimens, ensure successful fax transmission and billing/claim corrections. Demonstrates technical knowledge of appropriate course of action upon receipt of information from clients & patients. Handles inquiries regarding clinical application of tests in conjunction with pathologists. Must understand tests performed at Sanford Laboratories, panel components, add-on process and specimen rejection criteria; accurately perform pre-analytical order entry, specimen accessioning, registration & billing workflows, troubleshoot issues with samples received & discrepant orders; utilize Epic Beaker Laboratory Information System (LIS) to retrieve test results, confirm recent lab completion or outstanding orders upon request. Utilizes system workflows to fulfill client supply requests. Reviews policy and quality assurance changes and updates. Senior Client Support Specialist assists in development of training materials as well as provides training & mentorship to team members. Maintains necessary training and competency to answer most frequently asked questions, utilizes resources to provide timely & accurate specimen requirements, turn around times & test results. Demonstrates critical and independent judgment in decision-making and problem-solving. Performs other duties as assigned by supervisor/manager.

Qualifications

Bachelor’s degree in laboratory or biological/life sciences required.

At least two years of clinical lab experience required.

American Society of Clinical Pathologists Technologist/Scientist certification including, but not limited to, Medical Laboratory Scientist (MLS) preferred.

Sanford is an EEO/AA Employer M/F/Disability/Vet. 

If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to talent@sanfordhealth.org.