Client Support Specialist (12pm to 9pm, Monday - Friday)

The Client Support Specialist is responsible for coordinating and dispatching laboratory services while delivering exceptional customer service to internal and external clients. This role requires strong organizational skills, the ability to multitask in a fast-paced environment, and a proactive approach to problem-solving.

Client Services Duties

• Respond promptly to new account inquiries and accurately enter information into designated systems (LIS, LabDaq, LabNexus, Phlebio, Sugar, Freshdesk, Clinic, NPI).
• Take ownership of all inquiries, utilizing available resources to provide timely resolutions.
• Maintain thorough knowledge of internal systems, processes, and workflows related to the collection and processing of patient lab samples.
• Maintain and update the critical call list.
• Handle STAT call intake with urgency and accuracy.
• Assist other departments (Laboratory, Sales, Corporate) with various tasks as needed.
• Perform daily administrative reporting tasks and assist with internal projects as assigned.
• Perform other client services duties as assigned by the manager.

Laboratory Dispatch Duties

• Ensure all orders are properly dispatched, completed, and processed in accordance with policies and procedures.
• Review, organize, and distribute orders based on coverage areas, effectively utilizing on-duty phlebotomists.
• Track and follow up on all assignments dispatched during the shift.
• Collaborate with Phlebotomy Management, Laboratory, and Courier services to ensure order completion.
• Document issues that occur throughout the shift and escalate as necessary.
• Investigate and troubleshoot unexpected problems, providing immediate resolution when possible.
• Communicate customer concerns or potential issues to the sales team and phlebotomy managers with recommendations for resolution.
• Serve as a friendly, helpful, and knowledgeable representative of PHS laboratory services.
• Perform other dispatcher duties as assigned by the manager.

• High School diploma or equivalent required.
• Minimum 1 year of experience as a laboratory dispatcher.
• Minimum 1 year of customer service experience preferred.
• Strong ability to analyze customer and technician locations to optimize routing and meet service-level commitments.
• Excellent organizational skills with the ability to manage multiple tasks in a fast-paced environment.
• Ability to handle high volumes of telephone calls and coordinate with multiple departments.
• Positive attitude, strong work ethic, and ability to independently resolve problems.
• Proven ability to communicate professionally via phone, email, and written documentation.
• Proficiency in Microsoft Office Suite and ability to learn new systems quickly.
• Ability to work independently with minimal supervision.

• Ability to sit for extended periods and work on a computer and phone for most of the shift.
• Maintain focus, accuracy, and attention to detail in a fast-paced environment.
• Effectively manage competing priorities and adapt to changing demands.
• Remain professional and composed when handling high call volumes, time-sensitive requests, or challenging situations.
• Occasionally lift up to 20 pounds (e.g., office supplies or documents).

We are an Equal Opportunity Employer and committed to providing reasonable accommodations to individuals with disabilities. If you require accommodations during the application or interview process, please contact [email protected].