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Client Service Representative II

Company: EUROFINS SCIENT.
Location: Huntsville
Posted on: June 12, 2021

Job Description:

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins believes it is a global leader in food, environmental, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 47,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

In 2019, Eurofins generated total revenues of EUR 4.56 billion, and has been among the best performing stocks in Europe over the past 20 years.

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

Education/Experience

  • Associate's degree in Business preferred, minimum requirement to Qualify as Testing Personnel as defined by High School Diploma or its equivalent.
  • 2 years' experience in a laboratory and or/ customer service setting preferred and is comfortable dealing with clients in a business setting.

Ability and/or Skills

  • Must possess proficiency with basic computer programs
  • Be a strong team player
  • Excellent communication skills
  • Must be able to multitask and keep up in a fast-paced environment
  • Must not be in disciplinary action cycle.
  • Must be comfortable handling patient samples using proper PPE procedures

Position is full-time, M-F 8am-5pm. Candidates currently living within a commutable distance of Huntsville, AL are encouraged to apply.

  • Excellent full time benefits including comprehensive medical coverage, dental, and vision options
  • Life and disability insurance
  • 401(k) with company match
  • Paid vacation and holidays

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.

Keywords: EUROFINS SCIENT., Huntsville , Client Service Representative II, Other , Huntsville, Alabama

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