Essential Functions:
1. Responsible for strong execution and seamless coordination of activities from patient sample collection, logistics coordination to final report delivery to Clinicians.
2. Assist in providing on-site training to clinic/hospital personnel on logistics and administrative processes in relation to test orders.
3. Act as point of contact for clinicians and clinic/hospital personnel on administrative matters relating to test orders, patient sample collection, report delivery, quotations and invoicing.
4. Develop and maintain updated documents and forms for use in test orders. Execute tasks in compliance to all in-house SOP’s.
5. Communicate with internal and external customers, address issues timely in order to provide prompt, accurate, friendly and quality service.
6. Adopt in-house computer systems to document phone calls, track dispatch couriers, track test orders, facilitate billing, and provide timely information to customers.
7. Manage any customer feedback/ complaints and liaise with backend support to resolve the issues.
Requirements:
· Minimum Degree holders (any discipline)
· Minimum two years of relevant client services experience in either a clinical laboratory or other healthcare service environment required
· Working knowledge of medical and healthcare terminology preferred
· Proficiency in IT data/information systems would be an added advantage
· Excellent customer service and problem solving skills with a sense of urgency
· Strong command of English (spoken and written) is essential, and command of Chinese (to liaise with Mandarin-speaking customers) or other languages eg Malay, is a bonus
