Client Service Representative

Job Summary

The Client Relations Officer is responsible for managing client relationships, ensuring timely laboratory service delivery, supporting account clients, resolving service-related issues, and promoting International Clinical Laboratories (ICL) services. The role coordinates sample follow-up, result delivery, client support, payment collection, customer satisfaction activities, and accurate documentation while maintaining compliance with ICL policies and Standard Operating Procedures (SOPs).

Key Responsibilities

• Serve as the primary contact person for assigned account clients and provide professional customer support.
• Follow up on incoming laboratory samples and ensure timely release and delivery of test results.
• Educate clients on proper sample collection techniques according to ICL Standard Operating Procedures (SOPs).
• Provide information regarding laboratory pricing, test panels, and available diagnostic services.
• Assist clients with invoice settlement and payment-related inquiries.
• Support clients in using the online laboratory ordering system for placing test requests and retrieving results.
• Register and monitor daily client sales activities and scheduled laboratory tests.
• Monitor laboratory turnaround times and ensure prompt delivery of results.
• Monitor laboratory supply usage and coordinate replenishment based on testing volumes.
• Resolve invoice discrepancies and encourage timely payment from clients.
• Collect service payments and submit them to the cashier following company procedures.
• Investigate and resolve service-related issues between ICL and account clients.
• Conduct monthly client visits and customer satisfaction surveys.
• Monitor prepaid client balances using Oracle BI and notify clients when account balances require replenishment.
• Generate Client Service worklists (CSNOTE) from the Laboratory Information System (LIS).
• Maintain accurate laboratory records by clearing incomplete or pending transactions in the Laboratory Information System.
• Promote ICL laboratory services to prospective clients while maintaining relationships with existing clients.
• Investigate deleted or incomplete laboratory records and report findings to management.
• Communicate updates regarding new, resumed, or discontinued laboratory tests to clients.
• Report laboratory results via telephone, email, or fax when required.
• Follow all company policies, laboratory procedures, and Standard Operating Procedures (SOPs).
• Prepare and submit daily, weekly, and monthly activity reports to the Client Relations Manager.
• Perform additional duties assigned by the Client Relations Manager or Department Director.

Educational Qualification

• BSc Degree or Diploma in Medical Laboratory Science or another Health-related field from a recognized institution.

Experience Required

• 0–2 years of relevant experience in client relations, customer service, healthcare, laboratory services, or a similar role.

Required Skills

• Basic proficiency in Microsoft Office applications including Excel, Word, PowerPoint, and Outlook.
• Strong communication and interpersonal skills.
• Excellent customer service and relationship management skills.
• Ability to work independently with minimal supervision.
• Strong organizational and time management skills.
• Ability to work under pressure and meet deadlines.
• Problem-solving and conflict resolution skills.
• High level of honesty, integrity, and professionalism.
• Attention to detail and accuracy in documentation.

Skills Required:

• Health / Medical