Medical and Lab Liaison

Role Description

The Customer Service Specialist - Medical and Lab Liaison serves as the primary link between Customer Service and Lab Operations, focusing on onsite laboratory support. The Liaison has advanced knowledge of laboratory diagnostics and acts as a key contact for our customers (veterinarians and veterinary staff). The role is responsible for providing comprehensive support for customer inquiries related to lab results, testing process or requirements.

Customer Inquiry Triage & Resolution

• Intake and triage of escalated customer inquiries including understanding the issue and determining the best course of action
• Address and resolve the majority of complex medical customer service inquiries or issues and escalate to the medical team for additional support when appropriate
• Actively work and resolve lab/medical problem samples
• Communicate effectively with customers and colleagues, keeping them informed of the progress and providing updates
• Document all interactions with customers and track the progress of efforts

Medical/Lab Issue Resolution & Expertise

• Understand core lab activities to provide immediate responses to customers and colleagues
• Act as a knowledge resource for Customer Service, directly assisting CSRs with questions about core lab activities
• Offer in-depth knowledge, including medical and technical, on services and products to address complex inquiries from Customer Service

Cross-Department Collaboration & Escalation

• Work with various departments within the organization, such as technical support, Medical, Lab Operations, Customer Master Data, Billing, etc. to resolve customer issues.

Root Cause Analysis & Trend Identification

• Analyze customer issues to identify the underlying causes and prevent them from recurring including client education
• Identify trends and patterns in customer feedback and provide valuable insights for improvement

Process Improvement & Documentation

• Collaborate with Lab, Medical, and Operations teams to provide feedback and suggestions for process improvements via QIT submissions
• Evaluate and improve the interaction between Customer Service and the lab to create a cohesive workflow
• Review MediaLab processes and SOPs from different labs to create Knowledge Articles, enhancing Customer Service's understanding of lab processes
• Complete additional duties as needed

Education and Experience Requirements

• Minimum 3 years experience in veterinary medical setting required (experience in laboratory diagnostics a plus)
• MLT, MT, RVT, LVT, CVT or CLS Preferred
• Broad clinical knowledge and an understanding of medical diagnostic testing experience are required (veterinary diagnostic testing knowledge strongly preferred)

Preferred Qualifications

• Strong understanding of customer service principles and best practices.
• 2+ years' experience in a customer-facing role
• LIS (LabDAQ) experience a plus
• Salesforce experience a plus

Technical Skills Requirements

• Problem Solving: Troubleshooting complex problems and finding solutions
• Stakeholder Collaboration: Ability to work with multiple stakeholders and resources to find the best outcome for the customer
• Excellent written and verbal communication skills. Great on the phone! Clear and concise communicator
• Proficient in computer software, including Microsoft Office Suite, and technology and ability to resolve complex software issues
• Flexible and Adaptable: Comfort with unanticipated changes of direction or approach
• Excellent organizational and time management skills
• Ability to balance multiple priorities
• Organized, timely follow-up on internal and external requests, works well with internal stakeholders to meet commitments
• Acts with a sense of urgency, high energy, and enthusiasm
• Makes thoughtful and timely decisions that keep the organization moving forward

Physical Position Requirements

• Ability to sit or stand for extended periods of time
• Ability to bend, stoop or crouch
• Ability to lift 30lbs
• Ability to talk on the phone for extended periods of time

The following base pay range reflects the anticipated base pay for this position if a selected candidate were to be located in (Colorado). Base pay may vary based on location and other factors.

Base Pay Range: $29.20 -$38.00

The following base pay range reflects the anticipated base pay for this position if a selected candidate were to be located in (California), (NJ Remote), (NY Remote), or (Washington). Base pay may vary based on location and other factors.

Base Pay Range: $33.50 - $40.00

We offer a competitive and comprehensive benefits package, which includes healthcare, dental coverage, and retirement savings benefits along with paid holidays, vacation and disability insurance

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.