Client Operations Coordinator

GENERAL SUMMARY:

Has primary oversight of laboratory operation processes in clinic and other client organizations. Provides a supportive link between customers and all other areas of the company while ensuring regulatory compliance. Demonstrates competence in the policies, procedures and processes associated with delivering excellent customer service. Projects a professional image through phone, email and other communications to internal and external customers.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Facilitates contact with potential outreach clients, identifying scope of need and tracking requests.

3. *Facilitates implementation of laboratory services for new clients and serves as the primary contact during the implementation phase.

4. *Builds and maintains customer relationships throughout all communications while providing a positive, professional and empathetic understanding to all customers.

5. *Receives, documents and resolves incoming calls, letters and in-person inquiries from customers in a timely and professional manner.

6. *Orders and maintains an adequate inventory of commonly used supplies to ensure immediate availability.

7. *Serves as liaison between the laboratory and clients regarding ordering, collection and processing of patient specimens.

8. *Promotes and effectively utilizes multiple systems within Bryan in order to research and resolve customer issues.

9. Assists customers with questions concerning laboratory billing, collection policies, test menu, financial screening and other related issues.

10. *Responsible for ensuring that equipment and instruments are properly maintained and that adequate stock of reagents and supplies are available at all times.

11. Monitors equipment/instrument/reagent performance and reviews maintenance documents for completeness and accuracy. Reviews all repair and service agreements for BMC lab equipment placed in offices.

12. *Supports troubleshooting of Bryan-owned malfunctioning reagents, equipment, instrumentation and other testing processes and determines appropriate backup procedures in collaboration with management.

13. Recognizes and prioritizes issues that need quality review.

14. *Manages and verifies accurate client contact information updates.

15. Regularly evaluates customer expectations and desires compared to current services offered and those provided by any referral laboratories; facilitates updates to contracts as necessary.

16. In conjunction with laboratory administration, pursues, identifies and implements appropriate and acceptable cost saving measures. Anticipates future needs and collaboratively explores alternative processes to adapt to the changing healthcare climate and ensures that test procedures, runs and results meet the needs of the customers.

17. *Assists management and clients in the preparation, planning and participation of inspections conducted by and/or for regulatory agencies.

18. Follows Medical Center protocols in communicating and releasing patient protected health and financial information.

19. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

20. Participates in meetings, committees and department projects as assigned.

21. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*". Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of clinical laboratory regulatory agency compliance standards and protocols.

2. Knowledge of clinical laboratory technical applications and methodologies.

3. Knowledge of quality improvement, budgetary and financial methods and practices.

4. Knowledge of computer hardware equipment and software applications relevant to work functions.

5. Ability to evaluate employee compliance with laboratory policies, competency and safety regulations.

6. Ability to communicate effectively both verbally and in writing.

7. Ability to problem-solve and make decisions in line with the Bryan Mission and Vision, Medical Center protocols and regulatory agency requirements.

8. Ability to assist with development of written policies, procedures, memoranda and training materials, including flow charts and workflow mapping.

9. Ability to lead multi-disciplinary teams and work effectively as a team member.

10. Ability to establish and maintain effective working relationships with all levels of personnel, medical staff, volunteers and ancillary departments.

11. Ability to maintain confidentiality relevant to sensitive information.

12. Ability to prioritize work demands and work with minimal supervision.

13. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

Bachelor's degree in a chemical, physical, or biological science, business or human relations from an accredited institution required. Clinical laboratory training, supervisory, and customer service experience preferred.

OTHER CREDENTIALS / CERTIFICATIONS:

Valid driver's license required. Verification and maintenance of responsible driving record per facility standards required.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.

Must be able to distinguish and discriminate between colors.