What are the responsibilities and job description for the Client Services Specialist position at FULGENT THERAPEUTICS LLC?
Job Details
Description
About:
CSI Laboratories is a leading cancer testing and diagnostics laboratory trusted by pathologists, oncologists and community hospitals throughout the U.S. and the Caribbean. For more than 24 years, our laboratories have employed advanced testing methods and a collaborative approach to deliver insightful results and rapid turnaround times.
CSI provides a full complement of cancer testing under one roof, including Flow, Cytogenetics, FISH, IHC, and Molecular services.
Job Summary:
Responsible for specialized customer service duties necessary to maintain an efficient and high-quality lab operation. Serves as initial point of contact with all clients, CSI Account Managers and other callers.
Summary of Essential Job Functions:
- Provide prompt, courteous, and professional customer service to all internal and external clients of CSI Laboratories.
- Triage calls, handle questions and direct callers to appropriate personnel/department.
- Resolve all client and internal case concerns via email and ticket in a timely manner.
- Learn to navigate laboratory information systems to identify cases and distribute final diagnostic reports to appropriate clients.
- Fulfill client requests for specimen kits and materials, RPMI and other needed supplies.
- Schedule specimen pick-ups.
- Maintain accurate and up-to-date logs, worksheets and comments to database to assure immediate access to information.
- Provide support to Company’s Medical Directors in obtaining additional clinical history from clients, tracking cases and final reports.
- Accurately add/cancel tests; provide specimen requirements.
- Process Add-on forms (Blue Sheets) in a timely manner.
- Research test availability.
- Assist with tracking incoming packages on Fed Ex website and open Fed Ex traces when necessary.
- Assist in updating Client information, Client Listing, and/or Client Special Instructions in the Lab Management section of the LIS.
- Assist Sales with resetting eCSI passwords for Clients.
- Operate office equipment including computers, scanners, copiers, etc.
- Be available for on-call duty to handle urgent calls from clients and CSI account managers.
Qualifications
Minimum Requirements:
2 years of proven customer service and/or administrative experience in a fast-paced environment (prefer experience in healthcare/laboratory setting).
Experience handling multiple projects at one time.
Ability to communicate effectively – both written and oral.
Motivated to work independently and within a team environment.
Proficient with Microsoft Office programs.
Ability to handle stressful situations.
High School Diploma. Some college preferred.
Non-technical laboratory personnel must complete at least six hours of continuing education annually.
