Client Services Lead

In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode Blood Center is a division of New York Blood Center and is among the nation's premium providers of blood products and services and an integral part of the Rhode Island community's health care system. As of December 2018, the Rhode Island Blood Center employs approximately 320 full- and part-time employees. Our employees are committed to the Blood Center's mission of providing a safe and adequate blood for patients within our community. We seek individuals who are caring and compassionate, who take pride in their work, and are looking for a rewarding experience. At the Rhode Island Blood Center, you not only have a job but also the opportunity to make a difference.

For more information about a career with us, please watch the video below:

“Career in Blood” video

Responsibilities

This position is responsible for working with the donor testing laboratory and all testing clients to ensure customer service is of the highest level and that testing requests follow applicable regulations.

Reports to Position:

This position does not supervise staff.

Supervision of Positions:

Under general supervision of assigned managerial staff.

Primary Duties, Responsibilities or Activities Required by Job (Including but not limited to):

Managing, coordinating and delivering all aspects of testing and customer service for laboratory clients

Responsible for meeting the daily needs of testing clients including sample follow-up, supply needs and transportation needs.

Serve as technical point of contact for external laboratory clients.

Generate reports on initial and follow up testing results.

Maintain all information relating to laboratory service clients. Document and notify clients of changes in testing. Generate and review reports on initial and follow up testing results. Track client reactive rates.

Perform administrative client billing.

Coordinate transportation of samples to ensure arrival time is in accordance with SOPs and client expectations.

Assist in writing and revising SOPs based on operational needs and regulatory requirements.

Perform or assist with internal and external audits and self-assessment activities. Convey all pertinent departmental issues with management.

Initiate, investigate, research, and help in the resolution of any non-conformance.

Monitoring turn-around time for client testing results.

Other Secondary Functions:

Prepare various reports.

Makes recommendations to improve business unit practices and processes.

Any related duties as assigned.

Coordinate with other Laboratory Supervisors to review and lot release test results in a timely manner.

Ensure compliance with regulatory agencies regarding sample suitability and transportation.

Serve as department subject matter expert for LIS and transfer methods to ensure proper reporting of client test results. Assist with validation on LIS when related to client test result transfer formats.

Perform back-up testing and review as needed.

Onboarding

Qualifications

Required Minimum Education & Experience:

Education: Associate degree or higher in related science

Related Experience: 3 years related laboratory experience.

Preferred Qualifications:

Experience: Customer Services

Required Knowledge, Skills & Abilities (KSA’s):

Knowledge:

Knowledge of DOT standards and regulations.

Knowledge of AABB, FDA, OSHA, and regulations.

Working knowledge of Microsoft Suites.

Working knowledge of LIS and BECs.

Working Knowledge of Good Manufacturing Practices (cGMP).

Skill

Attention to detail and organizational skills.

Detail oriented.

Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.

Abilities:

Ability to problem solve customer issues.

Maintain composure under pressure.

Ability to review record and executing validation protocols.

Ability to work with a team in a fast paced, ever-changing environment.

Ability to work in a strong team environment.

Hours: 7-3:30 or 8-4:30 with rotating weekends and holidays

The proposed hourly rate for this position is $25.00 to $28.00. Offers made to an individual candidate will depend on a variety of factors, including experience, skills, and job-related education.

Regular Full-Time