Total Talent Solution Private Limited Abu Dhabi - United Arab Emirates
Jan 23, 2017Full time
Our client, an international medical laboratory provider, is currenlty looking for a Customer Service / Technical Support Manager to be based in Abu Dhabi. Job Role Manage and lead the technical support department Monitor and resolves customer concerns Provide client education on specimen collection and other technical related processes Provide support to the scientific team on projects such as new tests development Coordinate with laboratory operations for process flow improvements initiative Provide support to Finance for operation related queries on invoices Coordinate communications and relationships between NRL and affiliated referral laboratories Assists BD team on new accounts and maintaining existing accounts Prepare the Technical Support Team Roaster Specific Duties The Technical Support Department is typically the first point of contact for Laboratory’s customers Develop and manage communication and reporting systems with Lab Corp Hospitals customer services to ensure TAT and service efficiency; Assist with correspondence related to customer/clients complaints; Liaise with Agility on urgent customer needs, samples and will calls pickups; Work laboratory Work In Progress and Audit reports. These reports are reviewed to ensure all results are received and reported to clients. In some cases, a test may be sent to an outside lab (IE; Mayo, ARUP). These reports will identify outstanding results. This is often a SOP requirement for hospitals. Act as contact point between client and laboratory. They will bring in additional technical, billing, accounting resources necessary to address the client’s concerns. Generate unique reports/data for clients. Monitor activity for “special handling” accounts. This involves manual review of TRF to ensure correct information is transcribed from the TRF, monitoring timely result delivery to client, proactive follow up with client, etc. Review laboratory problem reports (laboratory staff will enter problem codes for specimens failing certain requirements – insufficient volume, unacceptable specimen [whole blood versus serum], exposed to light, too old, lab accident) for trends. Will notify client if it appears the client is experiencing excessive error rates. Technical Support will provide in-service if issues appear to be client education related. They may interact with the Technical Director, Medical Director, QA/QC if it appears to be internal laboratory issue Technical Support representatives provide back up to other technical areas within the laboratory Requesting advice on what test(s) to order given patient’s initial diagnosis Questions concerning competing testing methodologies (IE; RAST versus immunocap allergy testing) To know more other vacancies we have, please visit our website - www.blackpearlconsult.com Company Description Our client, a world’s leading healthcare diagnostics company and operator of one of the world’s largest and most experienced clinical laboratory networks. About us Our company, Black Pearl is a progressive, dynamic and well structured HR solution provider that offers permanent recruitment services, HR consultancy, psychometric assessments, coaching and also professional training services for clients from different corporate sectors in the Middle East. Like a rare and unique black pearl, we consider our partnership with our clients and job seekers as a fine, precious and valuable encounter that needs to be affirmed, developed and supported with a strong commitment to deliver not only the right services but the best in the industry. Our aim is to meet and exceed the expectations of our clients, strategically offering Black Pearl services that are customized to the unique requirements of our clients and job seekers alike, resulting in effectively achieving goals and all that is required in this ever evolving and competitive market.