The primary focus of the Technical Support Specialist is to resolve simple to moderate technical problems or reported incidents (perceived or actual).  This role requires the individuals to be able to establish rapport and trust with customers/patients/clients to understand the issue, define the problem and develop a resolution as quickly as possible.  In situations in which a significant technical issue is identified, this role involves and coordinates resolution with the appropriate technical and medical consultants/experts as needed. The ideal candidate must be able to multi-task, prioritize and manage own time efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following.  Other duties may be assigned.Displays a caring, friendly and supportive personality; possesses a sense of urgency with a commitment to focus on results and customer satisfaction.Provides technical expertise, training and education to colleagues and clients, ensuring that their inquiries are addressed as efficiently as possible.Develops/maintains excellent working knowledge of HNL’s policies, procedures, processes and services.Confirms, verifies and reports test results in collaboration with Referral Testing. Monitors results for accuracy and critical values.Maintains the necessary training and competency to answer the most frequently asked questions from both internal and external customers.Responds efficiently and effectively to customer inquiries regarding specimen requirements, test results, test schedules and esoteric testing.Establishes trust and rapport with callers and focuses on obtaining a one call resolution wherever applicable.Assists health care providers in the interpretation of test results within the scope of the profession.Assists laboratory personnel by answering technical questions upon order entry. Recommends changes to services and products to meet/exceed customer needs. Documents all customer interactions within the Salesforce platform. Provides on-call support based on a rotating schedule (as deemed necessary) relating to current demands and work flow processes

QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below 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.

A.  Education/ExperienceMust meet CLIA 88 personnel requirements for high complexity testing.

B.   Language Ability:Ability to read and interpret both internal and external documents.  Ability to speak effectively before groups of customers or employees of the organization.

C.   Communication Ability:Excellent verbal and non-verbal (including written) communication skills. This individual must be able to convey information effectively and efficiently. The individual must engage in active listening, adapting communication style to the audience, friendliness, confidence, respect, empathy, and responsiveness.

D.   Math Ability:Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

E.   Reasoning Ability: Excellent communication, organization, interpersonal and problem-solving skills. Discretion and confidentiality with patient data. Ability to perform duties with accuracy and attention to detail. Ability to work under stress and in crisis situations.

F.    Computer Skills:To perform this job successfully, an individual must be proficient in using various software products including but not limited to the Laboratory Information System, Salesforce, and Microsoft Office.

G.    Certificates and Licenses:Certification by a recognized certifying agency for clinical laboratory professionals preferred (ASCP, ASMT, NCA, etc.).

HNL Lab Medicine is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

Address:

794 Roble Rd

Primary Location:

HNL- Roble

Position Type:

Onsite

Work Schedule:

Monday-Friday, Variable Hours

Department:

1046-00012 Customer Care