Mid America Clinical Laboratories MACL - Regional Laboratory Indianapolis Indiana 46219 US
Nov 11, 2018Other
A. TASK STATEMENT: Will fill in as needed on a daily basis for Route Couriers and Dispatchers. As a Route or STAT Courier, will pick up customer specimens and deliver reports and supplies to designated location(s) in a reliable and timely manner, monitoring the integrity of each specimen, while maintaining positive customer relations. As a Dispatcher, will evaluate customer requests for Logistics services and dispatch appropriate person to client to meet their needs and to assume on-call dispatch duties on a regular rotating basis. B. POSITION RESPONSIBILITIES AS IT RELATES TO ROUTE & STAT COURIER: Ability to operate all MACL routes to insure continued and reliable customer service in the event of employee absences. Pick up specimens according to established route/schedule in a timely manner in which the route normally would run. Deliver specimens to designated laboratory/Logistics site using appropriate handling, storage, and transportation methods, including the use of Styrofoam containers, dry ice, cold packets, etc., to maintain specimen integrity. Establish and maintain positive customer relations by being friendly, courteous, helpful, neat and clean while presenting a professional image within MACL clothing and grooming guidelines. Performing such services as (1) delivering confidential test reports and other types of information (e.g., new test information /explanation, instructions regarding procedures, and holiday closures). Apprise Sales and your supervisor of circumstances that might impact future business such as customer complaints, decrease use of lab, and other types of observable competitive activities. Adhere to all safe driving regulations and vehicle maintenance procedures as established by governmental agencies, company Driving Manual and MACL policies and procedures. Complete and submit all administrative forms such as daily route reports, accident reports, and supply requisitions. Must be flexible to schedule changes on a daily basis. Make Route recommendations regarding improvement and changes. C. POSITION RESPONSIBILITIES AS IT RELATES TO DISPATCHING: Handles incoming call for pick-up and notification to Couriers including STAT Calls where applicable. Coordinate special pick-ups with outside contractors. Problem resolution to maximize customer satisfaction while maintaining good MACL expense control, on an ongoing basis. Working closely with Logistics Facilitator regarding customer problems and issues. Record and complete service information on appropriate logs (i.e. STAT log, Logistics Stops Log, etc....) Monitor the status of the routes and notify appropriate departments, and supervisors of delays and problems. Update client information with addresses and phone numbers and notifying the Logistics Facilitator of the change. Other clerical duties as assigned. Work dispatch on-call on a rotating schedule. Must be available when on-call M-F 6-8am & 7pm-midnight, Saturday 6-8am on-call, work at core 8am-4pm, 4pm-midnight, Sunday 6am-midnight. Carry MACL pager, telephone and computer during assigned on-call period. D. SPECIAL KNOWLEDGE: Should be able to perform basic functions of the position within three months, and all functions within a year. With total knowledge of all routes and dispatch procedures, will act as a resource to Logistics personnel and assist Logistics Facilitator with route departmental assignments and tasks. May assist in designing or updating routes, training Logistics associates, driving reviews, new hire policy training and paperwork, monthly statistic reporting, vehicle inspections, and performs other duties and special projects as assigned. NOTE: The previous statements describe the general nature and level of work performed by people assigned to this job. This is not an exhaustive list of all duties and responsibilities that an incumbent may be asked to perform. E. RESPONSIBILITY: Probable effect of improper specimen handling could require redrawing specimen; customer discontent; incomplete or improper diagnosis of patient condition. An extreme error could result in loss of a customer, malpractice and potential litigation. Driving errors could result in damage to specimen/supplies/company equipment and/or bodily injury or death. F. SKILLS REQUIRED: High school diploma or equivalent. Valid state driver's license with an excellent driving record. Superior customer service skills. Previous related work experience as a courier and/or dispatcher. Ability to learn and utilize a PC for dispatch functions and know Microsoft Word, Excel and Powerpoint. Excellent communication and organizational skills. Knowledge of geographic area of current logistics sites (i.e.; most major cities in and all of central Indiana) must be able to work with a team to achieve department goals and objectives.