Client Services Representative I

Eurofins Scientific is an international life sciences company, which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment, 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 for supporting clinical studies. In addition, Eurofins is one of the leading global emerging players in specialty clinical diagnostic testing.

In 2018, Eurofins generated 4.2 billion Euro proforma turnover in 800 laboratories across 47 countries, employing about 45.000 staff.

Eurofins stands for a conception of clinical diagnostics entirely focused on excellence, innovation and technological investment. Eurofins clinical diagnostics offers testing services in all medical specialties. 

As a central element in healthcare, clinical diagnostics contributes to every stage of patient care: predisposition, prevention, diagnostics, treatment monitoring and prognosis. 

With hundreds of thousands of clinical diagnostics tests performed every day, the laboratories of the clinical diagnostics division strive to ensure that every patient, wherever he or she lives, has access to the most specialized and most innovative techniques for diagnosis, monitoring and therapeutic adjustment. Our logistics expertise and our daily sample collection and delivery network, guarantee perfect continuity in the provision of care while ensuring the same standard of quality and access to innovation across all the regions we serve.

The Client Service Representative I primary function is to establish and maintain the highest level of service available to our clients and providing a timely, reliable, and accurate response and reports. The representative will maintain proper phone etiquette when establishing communication with the client. They are responsible for specimen retrieval, specimen sorting, specimen scanning and data entry of specimen orders. They will need to have exceptional documentation skills and able to prioritize work by its importance. They will be responsible in following the standard procedures of the client service department, safety guidelines, ergonomics and HIPAA policies.The Client Service Representative I primary function is to establish and maintain the highest level of service available to our clients and providing a timely, reliable, and accurate response and reports. The representative will maintain proper phone etiquette when establishing communication with the client. They are responsible for specimen retrieval, specimen sorting, specimen scanning and data entry of specimen orders. They will need to have exceptional documentation skills and able to prioritize work by its importance. They will be responsible in following the standard procedures of the client service department, safety guidelines, ergonomics and HIPAA policies.

Client Services Representative IClient Services Representative Iinclude, but are not limited to, the following:

Client Interaction

• 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 as needed according to protocol and follow through with any issues that are involved with the client set up process
• Send a new requisition to the clients as needed

Requisition Processing

• Work closely with clinical lab to ensure all requisitions have been accessioned and there are no issues holding up resulting of patient result
• Complete data entry for specimen orders into LIS
• Follow procedure as it pertains to late arrivals
• Sort all requisitions when needed as procedure requires
• Complete data entry for all specimen orders
• Scan documents into record documentation system as needed
• Process all web requisitions as the procedure states
• Process all EMR orders as the procedure states
• Add MDs to needed requisitions as needed
• Check reported basket at the end of each day
• Recognize and escalate mis-sorts and mis-batches to Representative I or II

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 II 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

• 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
• Contact IT if needed to resolve issues, this can involve program issues to equipment issues. (establish a helpdesk ticket for all issues)
• 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
• Maintain the scanning room is clean and picked up. All requisition folders are in their place and not left out on the tables.
• Check email daily when at work, maintain all mandatory education, and adhere to attendance policy.
• Other duties as needed

Client Interaction

• 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 as needed according to protocol and follow through with any issues that are involved with the client set up process
• Send a new requisition to the clients as needed

Requisition Processing

• Work closely with clinical lab to ensure all requisitions have been accessioned and there are no issues holding up resulting of patient result
• Complete data entry for specimen orders into LIS
• Follow procedure as it pertains to late arrivals
• Sort all requisitions when needed as procedure requires
• Complete data entry for all specimen orders
• Scan documents into record documentation system as needed
• Process all web requisitions as the procedure states
• Process all EMR orders as the procedure states
• Add MDs to needed requisitions as needed
• Check reported basket at the end of each day
• Recognize and escalate mis-sorts and mis-batches to Representative I or II

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 II 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

• 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
• Contact IT if needed to resolve issues, this can involve program issues to equipment issues. (establish a helpdesk ticket for all issues)
• 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
• Maintain the scanning room is clean and picked up. All requisition folders are in their place and not left out on the tables.
• Check email daily when at work, maintain all mandatory education, and adhere to attendance policy.
• Other duties as needed

Minimum Educational Qualifications:

• Associate’s degree in Business preferred, minimum requirement to Qualify as Testing Personnel as defined by High School Diploma or its equivalent.
• Prefer 1 year experience in a laboratory and or/ customer service setting and is comfortable dealing with clients in a business setting;

Minimum Qualifications:

• Must possess proficiency with basic computer programs
• Be a strong team player
• Excellent communication skills
• Must work well on your own with minimal supervision
• Must be able to multitask and keep up in a fast-paced environment
• Must be comfortable handling patient samples using proper PPE procedures Must work well on your own with minimal supervision
• Authorization to work in the United States indefinitely without restriction or sponsorship

Position is full-time 3rd shift working between Monday - Saturday 5:00am - 2:00pm with overtime as needed.  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.