Client Service Representative

International Clinical Laboratories (ICL) is one of the largest of independent clinical diagnostic centers on the African continent. ICL has opened its door for service in 2004 with the aim of “contributing to the maintenance and enhancement of the quality of life throughout Ethiopia” by encompassing a system of human and physical resources designed to meet the changing healthcare needs of the population it serves.

It is the only laboratory accredited by the USA based Joint Commission International (JCI) five times in a row. The laboratory provides more than 3000 tests in collaboration with its referral laboratories.

ICL would like to fill the following vacant positions under the Client Relations Department by inviting all qualified and competent applicants:

• Job Title: Client Service Representative
• Required No: – 2 (Two)
• Employment Status: 6-month contract with possibility of Extension
• Report to : Client Relations Manager
• Location : AA1 (Addis Ababa)
• Department: Client Relations Department
• Salary : As per the company scale

RESPONSIBILITIES

• Assist account clients with:
• Follow up on incoming samples and timely outgoing of results
• proper sample collection technique according to ICL SOP
• Pricing rates and panel grouping,
• Settlement of invoices
• use of web order for placing test orders as well as retrieving results
• Serve as a representative of ICL to respective clients with the utmost respect and capacity
• Registering and monitoring of daily sales volume from clients
• Register daily incoming scheduled tests, follow result turnaround time and check clients for timely result delivery
• Refilling supplies and monitoring of usage compared to incoming tests and samples
• troubleshoot problems on invoices and encourage customers to pay the amount in due date
• Collecting service payments from clients and transferring to the cashier
• Troubleshoot any extended problems that may arise between ICL and account clinics
• Visiting each client at least once a month and conduct comprehensive client satisfaction survey
• Daily check for sample and payment issues from Oracle (BI) for prepayment clients and inform the clients to refill advance payment when balance reached 50% of usage
• Generating Client Service work list for CSNOTE twice a day from LIS
• Clear all incomplete data (CSNOTE, STAT, Urgent, to be deleted …) on daily basis from Laboratory information System (LIS)
• Find and promote ICL laboratory service for new clients in addition to follow up of existing clients’ services to monitor the level of service rendered
• Investigate the reason for deleted data in LIS and bring for the Manager
• Passing information on discontinued, resumed and new tests for credit clients
• Reporting results with fax, email or telephone when is necessary
• Following all SOPs in procedure of duties
• Reporting and giving updates to the Client Relations Manager daily, weekly and Monthly
• Performing additional tasks related to the section as ordered by the Manager and Director.

Salary: – As per the company scale

Qualification and Experience:

• Diploma and degree in health-related fields, Health Officers, Nurses, and Medical Laboratory professionals.
• 2 and above years of experience in a similar role.

Required Skills:

• Basic Microsoft Office skills (Excel, Word, PowerPoint, and Outlook) skills
• The ability to work autonomously and hold themselves accountable.
• Communication and interpersonal skills.
• Ability to work under pressure and meet set deadlines.
• Maintain high a level of honesty stand integrity