Process Specialist II, Customer Operations

Qualtex Laboratories - San Antonio, TX

Full-time - Entry Level

San Antonio, TX

Ambulatory Health Care Services

About the position

The Process Specialist II in Customer Operations at QualTex Laboratories is responsible for resolving business-to-business customer inquiries related to specimen submissions, collection data, and testing service requests. This role requires effective communication, critical thinking, and problem-solving skills to provide excellent customer service in a high-pressure environment. The specialist will work closely with various departments to support customer onboarding, manage accounts, and ensure compliance with regulatory and quality standards.

Responsibilities

• Communicate test results to internal/external clients within the contractual turn-around time.
• Answer incoming telephone calls in a timely manner.
• Obtain donor identifiers prior to the release of laboratory results in accordance with SOPs.
• Communicate timely results accurately via email, electronic delivery, mail, and fax.
• Demonstrate excellent customer service skills.
• Evaluate results/reports in an accurate and timely manner; recognize and resolve unusual/discrepant results.
• Resolve customer inquiries by performing research using various software systems and tools.
• Perform manual billing functions and administer customer accounts.
• Assess processes and make internal recommendations to improve operational efficiencies.
• Serve as an informational resource to clients regarding test requirements and laboratory policies.
• Document information related to problems and their resolution in accordance with policies/procedures.
• Assist with training and/or mentoring of new employees and/or volunteers.

Requirements

• Requires an Associate Degree from an accredited college or university in a specialized area, preferably in Medical or Laboratory education.
• Requires one or more years of proven customer support experience, preferably two or more years of medical/laboratory experience.
• Must obtain a working knowledge of regulatory/quality requirements and perform within all Standard Operating Procedures (SOPs) and policies.
• Must have strong computer skills and excellent written and oral communication skills.

Nice-to-haves

• Specialty Certification preferred.
• Basic knowledge of medical terminology, laboratory procedures/workflows, and test results.
• Basic knowledge of handling and shipping biohazardous materials.
• Basic knowledge of the LEAN Six Sigma Concepts.

Benefits

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Paid Time Off (PTO)
• 100% Employer Paid Life Insurance
• 100% Employer Paid Long-term Disability Plan
• Paid Holidays
• Educational Assistance Program