Client Support Representative - EMMC Campus


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Job Number 49689
Posted 9/11/2017
Account Affiliated Healthcare Systems
Department Administration/IS
Location Affiliated Lab - EMMC Campus, ME 04401
Schedule Regular Full-time
Shift Day
Hours 0800-1630
Job Details Job Summary:

The Client Account Representative is responsible for supporting ALI clients through education, training and set up for submission of specimens to ALI. The Client Account Representative will maintain consistent contact with all outreach clients (i.e. hospitals, provider practices, etc.) by phone, email and periodic visits. This employee is expected to work closely with ALI client services staff, couriers, and the laboratory management team to ensure the quality of specimens that are submitted to the laboratory. The Client Account Representative is responsible for following-up on leads for new clients.

Other duties may be assigned.

Job Functions and Duties

Maintains contact with all ALI clients as needed.

• Follows up with clients by telephone.

• Periodic visits to client sites.

• Troubleshoots and solves immediate client needs.

• Responds to and resolves client issues in a timely manner.

• Corresponds with clients as needed.

• Participates in QI activities – collects data, identifies issues, participates in resolutions.

Does all of the new client set ups and does appropriate instructions on proper use of laboratory equipment and supplies.

• Initiates the new client set up form

• Communicates with laboratory staff regarding new client information

• Provides instruction and training on centrifuges, printers and requisitions for clients.

• Provides information on medical necessity, compliance and safety issues.

• Responsible for coordinating printing of all requisitions and coordinating changes with management.

• Has in-depth knowledge of the CareEvolve system and is able to train, educate, and support clients' needs regarding this interface.

• Works with the Operations Support employee to fill client supply orders and monitor client usage.

Attends compliance meetings and participates in marketing opportunities.

• A member of ALI compliance committee

• Must represent our company as an exhibitor at conferences in a professional and positive manner

Participates in competency assessment/continuing educations activities

• Complete mandatory training and read all required policies annually.

• Attains a minimum of 12 CE's annually, in a least 2 of the 4 categories.

Note: the duties listed above reflect the majority of the duties of this job and does not, nor is it intended to, reflect all duties that may be required for an incumbent in this job to perform.

Mission Statement

Affiliated Healthcare Systems mission is to enhance the clinical care delivery systems within EMHS by providing cost-effective, integrated support services for EMHS members; pursuing profitable, sustainable growth opportunities in both healthcare and non-healthcare markets; and creating and delivering new products and services that provide a tangible direct benefit to EMHS.

Education and Experience

• Associates or Bachelor degree from an accredited college/university in MLT/MLS program Required.

• Personnel hired by ALI prior to 6/99, holding both MLT/CLT and HEW/HHS certification.

• Five years of experience in a similar position or medical laboratory science is Required.

• Demonstrated experience in effective and positive customer relations and communication skills

Knowledge, Skills, and Abilities

• Maintains harmonious work relationships

• Complies with policies/procedures

• Completes assigned duties within designated time

• Provides quality customer service and patient care

• Excellent verbal and written communication skills

• Ability to work together with clients to improve the way specimens are collected, labeled, and submitted to ALI

Organizational Impact

All AHS positions require flexibility, regular attendance, the understanding that position responsibilities may vary at times, the need to be receptive to additional responsibilities that may be reasonably assigned by the Supervisor and the knowledge that processes are subject to changer per organizational growth.

To Help AHS achieve its mission of service by carrying out position responsibilities in a most competent, professional and caring manner.

Physical Requirements

• Visual acuity to include color, depth perception and field of vision with or without correction.

• Ability to communicate verbally and in writing with others, to include phone and electronic equipment

• Sufficient auditory function to hear phones, pages, instrument and/or system alarms and verbal communications.

• Moderate lifting (up to 20 pounds of force occasionally, and/or 10 pound frequently).

• Sitting, standing, stooping, reaching, bending, walking, stretching, grasping, repetitive motions.

Work Environment

• A busy, often times dynamic work environment

• Must be able to work under pressure.

• Periodic travel to client sites.

• May be exposed to hazardous and infectious materials and offensive odors.

Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.
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