Quality Assurance Coordinator

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles:
Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Pay rate: $26 per hour

Schedule: 9:30am-6:00pm Monday-Friday, alternating Saturday

The primary responsibility of the QA Coordinator is to provide superior customer support to our clientele. This person must possess excellent phone skills, project a pleasant tone regardless of the nature of the call, as well as exhibit empathy towards our consumer base. This agent must be able to effectively multi-task while showing superior follow through on any problem cases they might face throughout the day.

The ideal candidate is someone always looking to go above and beyond general job expectations in an attempt to provide our customers with the best possible service experience.

To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Proactively handle problem cases, including but not limited to, missing samples, delays, and incorrect reporting.

Answer calls and emails from Client Services, Sales Representatives, and Antech pathologists regarding issues, then investigate and respond to clients

Manage Manifest accounts

Monitor and proactively resolve issues on Add Log and department pending list

Create weekly management reports for Supervisor’s meeting

Fax reports via automated and/or manual methods

Process requests to add, cancel and/or recheck tests

Verbally communicate test results over the phone when requested

Locate and pull test request forms to verify information as requested by the client

Effectively navigate through both Antrim and Atlas software systems

Provide detailed INQ notes within accessions

Cultivate and maintain a well-rounded knowledge of the daily proceedings of the laboratory

Possess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolution

Performs other duties as assigned.

We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every employee has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards. Antech Diagnostics has several processes in place to communicate with leadership and expects that employees will have a commitment to integrity and uncompromising values.

High school diploma or equivalent

Possess either customer service, veterinary, medical and/or laboratory experience

Minimum of 1 year experience as a veterinary technician, laboratory technician or medical assistant is preferred

Related experience such as veterinary or biology credits, call center or other intensive service background is optimal

Organized, with the ability to multi-task in a fast paced environment

Strong interpersonal, organizational, negotiation and problem solving skills

Excellent verbal and written communication skills

Proficiency with Microsoft Office Products including Word,…