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Lead Sample Accessioning Technician

Apply Share Job ID 1079 Category Laboratory Operations Job Location Redwood City, California Posted Date 08/18/2018

Overview:

OVERVIEW
The Lead Sample Accessioning Technician provides a vital link between the GHI customers, internal customer service and the commercial operations group. Sample Accessioning Technicians are the first point of contact within GHI for specimen orders and sample accessioning. The Lead Sample Accessioning Technician's role is to ensure that the daily work load is distributed effectively to the team to ensure maximum efficiency and accuracy is achieved based on skill level of the team.

Part of the accessioning process involves contacting physicians and various other medical staff personnel when information provided on the requisition form is incomplete or unacceptable. During the performance of this role, there is likely to be a wide variety of questions and comments that come through these channels from a diverse group that may include health care professionals, insurance company claims managers and many others. The lead is responsible to managing all issues that may be triaged from the rest of the team.
It is imperative that the Lead, Sample Accessioning Technician have a demonstrated ability to work independently, but also function effectively as a member of the GHI team. Attention to detail and ability to focus are imperative qualities.

In addition to the primary role of sample accessioning, there will be a need to provide back-up support to the customer service group, on an as needed basis. In this role, there may be a need to respond to incoming calls to the customer service toll free number during times when the customer service team is participating in training programs or during particularly busy days.
The Lead Sample Accessioning Technician will need to understand not only the technical aspects of the services that GHI offers, but must also possess the ability to communicate professionally and effectively with all members of the accessioning and customer service teams, as well as external customers and other internal GHI personnel. The impressions we create when we interact with those people who seek us out will play a significant role in establishing favorable perceptions of the Company and its products.
RESPONSIBILITIES
Support the Sample Accessioning Supervisor in all aspects of managing the Sample Accessioning department
Create sample accessioning training programs for both new hires as well as in-service training sessions for existing team members.
Participate in both inter-departmental and intra-departmental meetings and share in the mentoring and coaching of all accessioning staff.
Work closely with the Leads of the Pre-Post and Customer Service Teams to provide consistent and on going support to the entire customer service department.
Liaison with Quadax, our reimbursement vendor, on all escalated benefit investigation and reimbursement issues.
Liaison for Histology / Pathology on all sample accessioning processes
Share the role as acting Accessioning Supervisor with the CSSR Lead when the Sample Accessioning Supervisor is out of the office.

Provide support to the operational lab staff with sample intake and accessioning processes as needed. This will entail following all relevant SOPs in logging newly received samples into the SARP and CRM databases;
Assist in the update and development of SOPs pertaining to Sample Accessioning
Evaluate the daily work assignments and distribute orders according to skill level of staff, training level, specimen and account type, international and special handling requisitions.
Contact physicians and various other medical personnel for information required to complete the sample accessioning process
Document all phone calls and follow up activities in CRM and SARP according to Standard Operating Procedures and Customer Service Department Policy.
Provide assistance and information to callers in accordance with official Standard Operating Procedures for Customer Service.
Assist in building on existing customer base by providing the highest level of customer service and support.
QUALIFICATIONS
Strong customer service orientation and willingness to prioritize needs of those seeking information from the Company
Must have strong interpersonal and organizational skills. Excellent listening, oral and written communication skills.
Demonstrated effective Leadership skills at GHI
Professional telephone manner
Ability to multi-task and an attention to detail
Comfortable in working in a laboratory environment and able to handle specimens
Experience following and/or developing SOPs
Flexibility with respect to working hours as some shifts will require early morning arrivals to handle calls from East Coast
Significant PC knowledge & Windows OS experience
Minimum of 2-4 years customer service experience in health care/lab or pharmaceutical, industry preferred.
Must have at least 6 months experience as SAT II at GHI or equivalent experience within other teams within the Customer Service Department
Bachelor's Degree or equivalent experience preferred
Able to legally perform duties within the United States without restrictions
No disqualifications for employment in the US lab industry as determined by the Federal Government

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Apply today to be apart of our exiting team as a Lead Sample Accessioning Technician. In this role, you will have the opportunity to help solve problems and issues pertaining to data entry. You will work directly as the point person for Sample Accessioning Technicians.
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If you want to be part of a team that prides itself in teamwork and developing cutting-edge technology at Genomic Health, apply today!