Client Services Dispatcher

CLIENT SERVICES DISPATCHER

We are seeking a detail-oriented and dependable Client Services Dispatcher to join our team. This dual-function role supports both client services and lab dispatch operations to ensure exceptional service delivery and workflow coordination. The ideal candidate will have strong communication and problem-solving skills, along with the ability to manage multiple priorities in a fast-paced environment.

RESPONSIBILITIES

• Client Services Support
  • Respond to all customer inquiries (phone/email) in a timely, courteous, and knowledgeable manner.
  • Take ownership of customer issues and utilize resources to resolve them promptly.
  • Maintain thorough knowledge of internal systems related to lab sample collection and processing.
  • Enter new account inquiries into the LIS platforms (LabDaq, LabNexus, Phlebio, Sugar, Clinic, and NPI).
  • Maintain critical call lists, standing orders, and discharge orders.
  • Assist with monthly facility reports.
  • Intake and process STAT calls.
  • Collaborate with departments such as Laboratory, Imaging, Sales, and Corporate as needed.
  • Support daily administrative tasks and internal reporting projects.
• Laboratory Dispatch Operations
  • Ensure all orders are dispatched, completed, and processed according to policies.
  • Review, organize, and assign orders efficiently based on technician schedules and coverage areas.
  • Track assignments and follow up on all dispatched orders throughout the shift.
  • Prepare daily work assignments for multiple technicians and manage updates as needed.

• Coordinate with Management, Laboratory, and Courier services.
• Document shift-related issues and resolutions thoroughly.
• Troubleshoot and resolve unexpected problems in real-time.
• Escalate unresolved or complex issues to the Manager.
• Communicate potential or current client concerns with the Sales team and Managers, providing suggestions for resolution.
• Represent PHS laboratory services with professionalism, knowledge, and a helpful demeanor.
• Perform other job-related duties as assigned by management.

REQUIREMENTS

• High school diploma required.
• Minimum of 1 year of lab dispatch experience required.
• At least 1 year of customer service experience preferred.
• Ability to analyze technician and client locations to optimize service routes.
• Strong multitasking and organizational skills.
• Capable of managing high call volumes across departments.
• Can-do attitude with independent problem-solving abilities.
• Effective written and verbal communication skills.
• Proficiency in Microsoft Office and ability to learn new systems.
• Comfortable working autonomously.
• Ability to sit for extended periods of time.

PHYSICAL AND MENTAL REQUIREMENTS

• Ability to remain seated and focused during long shifts.
• Strong attention to detail, organization, and multitasking ability.
• Ability to adapt to changing priorities and fast-paced workflows.

We are an Equal Opportunity Employer and committed to providing reasonable accommodations to individuals with disabilities. If you require accommodations during the application or interview process, please contact hradmin@principlehs.com.