Lab Operations Liaison - Silver Cross Hospital : Job Details

Silver Cross Hospital is an extraordinary place to work. We're known for our culture of excellence and delivery of unrivaled experiences for our patients, their families, the communities we serve...and for each other. Come join us! It's the way you want to be treated. Position Summary: The Lab Operations Liaison will utilize effective negotiating skills, excellent customer service skills, presentation skills, effective communication skills, organizational skills and computer skills to:

• Administer and coordinate a client service program for all lab clients, including outreach.
• Function as an outside field representative, instructing, educating, and up selling all assigned and newly generated outreach accounts enabling the Laboratory to maximize and maintain the volume of business produced by these accounts.
• Identify new markets and clients; and work collaboratively with IT to implement the interfaces necessary for clients to utilize SCH Outreach lab services with their office-based EMRs
• Provide ongoing service and effective problem solving to the Laboratory customer base.

Essential Duties and Responsibilities:

• Works with Lab Medical Director, Lab Director and hospital leadership to identify potential new outreach clients.
• Initiate contacts with potential accounts.
• Coordinate new client account development with 3rd party lab interface, client, and IT resources.
• Communicate, implement, and interpret client service policies and procedures with clients, client service personnel, and other departments.
• Maintain contact with established accounts on a regular basis.
• Work with lab customer service rep to interact with lab customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
• Research inquiries and / or products for customers.
• Monitor trends that indicate the need for new products or services.
• Use sales forecasting and organizational planning objectives to ensure the sale and profitability of products, lines, or services, analyzing business developments and monitoring market trends.
• Train client service and patient service center personnel.
• Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Follow up to ensure that appropriate changes were made to resolve customer's problems.
• Investigate prolonged client service dissatisfaction and recommend a course of action.
• Report all unusual and / or non-routine inquires to the Laboratory Director to ensure client satisfaction.
• Coordinate client service functions with Lab Director; including oversight of Lab courier service.
• Ensure that client service and patient service center personnel maintain a positive, client focused attitude.
• Work closely with Lab Director to arrange staffing and coverage for all outreach clients; and resolve all outreach personnel corrective actions and compliance issues.

Required Qualifications: Education and Training:

• Bachelor's degree required.
• MT/MLS (ASCP) or eligible required.
• 3 years of lab experience required.
• Ability to develop and sustain strong customer relationships.
• Knowledge of laboratory industry, healthcare industry and general business practices.
• Excellent oral and written communication and presentation skills.
• Strong planning, organizational and computer skills.
• Ability to build relationships at multiple levels within the account to maximize the efficiency of
• processes.
• Exposure to/familiarity with LIS; understanding of interface workflow.
• Ability to research customer problems and direct resolution/prevention to appropriate department.

Work Shift Details: Days, 8a-4:30p but may vary depending on client needs ***This is an on-site position NOT remote.*** Department: LAB ADMINISTRATION Benefits for You At Silver Cross Hospital, we care about your health and well-being and that is why we work hard to provide quality and affordable benefit options for you and your eligible family members. Silver Cross Hospital and Silver Cross Medical Groups offer a comprehensive benefit package available for Full-time and Part-time employees which includes: • Medical, Dental and Vision plans • Life Insurance • Flexible Spending Account • Other voluntary benefit plans • PTO and Sick time • 401(k) plan with a match • Wellness program • Tuition Reimbursement Silver Cross Management Services Org. - Premier Suburban Medical Group benefits offered to Full-time and Part-time employees include: • Medical, Dental and Vision plans • Life Insurance • Health Savings Account • Flexible Spending Account • Other Voluntary benefit plans • PTO bank • 401(k) plan with a match • Wellness program • Tuition Reimbursement Registry employees who meet eligibility may participate in one of our 401(k) Savings plan with a potential match. However,registry employees are ineligible for Health and Welfare benefits. The final pay rate offered may be more than the posted range based on several factors including but not limited to: licensure, certifications, work experience, education, knowledge, demonstrated abilities, internal equity, market data, and more. The expected pay for this position is listed below: $30.70 - $38.38