Customer Experience Specialist

Serves as primary link for customers to laboratory service. Performs patient registration, order entry and order review recommending appropriate process changes. Prints custom requisitions, dispatches couriers, distributes reports, answers client telephone inquiries, and processes requests for client supplies. Processes patient specimens using computerized systems. Collects blood and other specimens from neonates, infants, pediatric, adolescent, adult, and geriatric patients. Successfully performs capillary punctures, using sound judgement to make decisions about acceptability of sample type, volume, and integrity.

Follows written guidelines for identifying patients and labeling specimens.

Certificate - Preferred

Valid driver’s licence and clean driving record - Required

• Organises daily workload to achieve acceptable performance outcomes, recognising weak areas and implementing appropriate resolution. Adapts readily to changes in workload and stressful situations, demonstrates confident and supportive behaviour. Shows initiative to know where the focus is needed.
• People are greeted promptly and courteously, making every effort to always attempt to understand the customer’s needs and respond accordingly. Answers telephone queries courteously and efficiently. Performs patient registration quickly and accurately utilizing Meditech or other applications to ensure proper billing and report routing. Performs general lab duties. Maintains working area in an organised and sanitary condition. Assists in training new co‑workers, documenting training.
  
  Verifies receipt of specimens into the proper areas of testing and placing appropriate samples onto instrumentation for testing. Handles quality control issues with specimen integrity using established guidelines. Assists medical technologist with other specimen duties as assigned.
• Answers client inquiries accurately and professionally. Possesses knowledge of laboratory operations necessary to serve as a primary resource to clients/patients. Provides information regarding departmental policies, operations and procedures as requested, referring only non‑routine requests. Interacts professionally and tactfully with internal and external customers. Recognises client needs and responds effectively. May be expected to perform venepuncture.
• Coordinates and logs the efficient dispatch/routing couriers to ensure prompt pick‑up of laboratory specimens. Performs appropriate quality checks in physician offices and upon receipt in laboratory, adhering to specimen handling procedures so that accurate results are obtained. Properly documents supply requests from clients, coordinates delivery and communicates with client if supplies will be delayed.
• Verifies patient identification prior to specimen collection and properly labels specimen at bedside and chair side using standard method documented in procedure manual(s). Performs venepuncture and capillary collections on adults and children. Specimen collections, with actual collection times verified within designated time frame.

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