Key Roles and Responsibilities

1. Client Inquiry Management:

• Serve as the first point of contact for client inquiries via phone and email.
• Handle requests related to test ordering, pricing information, and report status updates professionally and efficiently.
• Troubleshoot and address basic report issues or discrepancies, escalating complex cases to the appropriate team.

2. Sample Logistics & Liaison:

• Act as the key liaison between external clients (hospitals/clinics) and internal laboratory teams (e.g., accessioning, technical staff).
• Coordinate the arrangement of sample collection, transportation, and receipt to ensure proper handling and chain of custody.
• Provide clear instructions to clients on sample requirements and submission protocols.

3. Sample & Report Lifecycle Monitoring:

• Proactively monitor the status of samples from receipt through testing to report generation.
• Track sample "in & out" flow using the Laboratory Information Management System (LIMS).
• Ensure all test reports are processed and released to clients within the agreed-upon Service Level Agreement (SLA) timelines, following up internally on any delays.

4. Result Reporting & Client Communication:

• Report laboratory results to clients (and in some cases, directly to patients) using established, secure protocols and in compliance with confidentiality guidelines.
• Ensure all communication is clear, accurate, and professional.

5. Record Keeping & Documentation:

• Meticulously document all client interactions, including reporting history, phone calls, and email correspondence, in the required format (e.g., CRM, LIMS, or designated logs).
• Maintain complete, accurate, and up-to-date client and patient records.

6. Proactive Issue Resolution:

• Contact clients proactively to resolve routine matters related to patient testing, such as clarifying test orders, requesting additional information, or providing pre-analytical updates.

7. General Support:

• Perform other ad-hoc administrative, coordination, or customer service assignments as required by the team or management.

Requirements

Education & Experience:

• A recognized Degree or Higher Diploma in Biomedical Sciences, Medical Laboratory Science, Biotechnology, Life Sciences, Healthcare Administration, or a related field.
• Previous experience in a customer service role, laboratory setting, healthcare administration, or a clinical environment is a strong advantage.

Skills & Competencies:

• Language: Excellent command of both written and spoken English and Chinese (Cantonese and/or Mandarin, as required by location).
• Team Player: Collaborative spirit with a positive attitude and willingness to support colleagues.
• Self-Motivated & Willing to Learn: Initiative-driven with a strong desire to acquire new knowledge about laboratory tests and procedures.
• Time Management: Ability to prioritize tasks effectively, manage multiple responsibilities, and work efficiently in a fast-paced environment.
• Interpersonal & Communication Skills: Exceptional customer service skills with the ability to communicate clearly, patiently, and empathetically with clients and internal teams.
• Computer Proficiency: Strong skills in MS Office (Word, Excel, Outlook). Experience with a Laboratory Information Management System (LIMS), Customer Relationship Management (CRM) software, or similar databases is highly preferred.

Additional Preference:

• Immediate availability is highly preferred.