Client Services Coordinator

Job Purpose

Program administrator including client retention within a designated region, by providing proactive and responsive service levels. Ensure the achievement of cost-effective and high-quality service in line with client business needs.

• Role and Responsibilities
• Create a professional, proactive, and responsive service throughout the engagement stages of the Prospect, Customer, and Client experience.
• Maintain Client communication and documentation to record feedback to the department heads including reviews and client feedback.
• Following the process for the Client feedback loop, identifying relevant issues, complaints, comments, improvements, and opportunities.
• Translate Client queries in the companys system, and engage across departments to resolve queries within tight deadlines.
• Distribute regular newsletters and other marketing information through the various channels.
• Build trust with Clients during scheduled interactions whilst responding to Clients needs on a daily basis
• Generates daily, and weekly reports on relevant issues and activities and timeously distributes them to the Management team, including Clients daily sample stats.
• Control, order, and report on inventory levels, cost for office supplies, spend within approved budgeted amounts.
• Application and usage of Lab Information System. Receiving, Logging and preparing of samples. Shipping to designated performance sites, Report printing, distribution and document control.
• Generate duty rosters and make provisions for cover with respect to leave being taken.
• Active participation in departmental meetings.
• Quality control: Checks, reviews, Unknow Drs, generating trends and indicators.
• Office coordination and adherence to Health and Safety procedures as a deputized representative.
• Active monitoring and progressing of turnaround Times within standards.
• Proper housekeeping, environmental logs, and bench decontamination.
• Available and able to undertake unusual working hours as required
• Managing outstandings and ensuring completion of tasks.
• Conduct general administrative duties as required by your manager.
• Handling and banking of cash as per strict working instructions.
• Qualification and Experience
• Matric
• A relevant Diploma will be advantageous
• Previous Lab Experience
• MS Office
• Equipment:
• All relevant office equipment
• Systems:
• Skylims
• Microsoft office,
• Ms Teams
• Decisions and Judgments:

All matters with financial implications must be consulted with the Client Services Manager.

Where applicable, processes outside of the scope of practice are overseen by the Client Services Manager.

• Challenging demands of the Job:

The typical demands of this job are the following:

Consistency in achieving stringent turnaround and performance targets in an environment that is characterised to high volumes and no tolerance for error; Cost effective utilisation of all resources, physically demanding job with long working hours.

• Communication and Relationships:

Any Other Required Internal And External Customers

Charge sisters

Doctors

Hospital and doctors rooms staff

Hospital managers

Hospital PRO's

Line Managers

Own team

Pathologist

Service providers

Support services

• Quality Management:

Manages the correct application of quality assurance and health and safety processes and procedures on-site to ensure corrective actions are taken as required.

Performs assigned tasks in preparation for annual internal and external quality control audits in accordance with agreed plans and timeframes.

Ensure adherence to Company policy and procedures.

Quality Integrity Excellence.