Laboratory Problem Resolution Specialist - Client Services

Indiana University Health is Indiana’s most comprehensive health system, with 16 hospitals and more than 34,000 team members serving Hoosiers across the state. We’re looking for team members who are inspired by challenging and meaningful work for the good of every patient. People who are compassionate and serve with a purpose. People who aspire to excellence every day.

The laboratories of IU Health offer some of the most comprehensive laboratory services in Indiana! Open 24 hours a day, seven days a week, the laboratories perform more than 19 million tests a year. In addition to IU Health, laboratory testing services are provided to hospitals and physicians across the country.

SHIFT: Full-Time, Days

Hours: 8-4:30/or 9-5:30 flexible

Location: Pathology Lab Downtown Indianapolis

The Problem Resolution Specialist will proactively identify problems and facilitate resolutions of customer problems while maintaining positive relationships with DPLM staff and customers. Conducts trend analysis for problems reported by customers. Organizes and prioritizes workloads to ensure problems are resolved in timely manner with customer follow-ups in identified timeline. Consults with internal and external teams to resolve problems and facilitate accommodation requests. Conducts and recommends training, and works to prevent replication of problems across the system. Uses lean tools to ensure problems are diagnosed, resolved and prevented.

• High School Diploma/GED required.
• Requires 5 years relevant, clinical laboratory experience.
• Prefers understanding of Lean concepts and tools.
• Requires working knowledge of internal databases.
• Requires excellent problem solving skills and ability to deal with a variety of variables.
• Requires project and time management skills.
• Requires excellent communication skills.
• Requires ability to work in high-stress/fast pace environment.
• Requires analytical and interpretative skills.
• Requires attention to detail.
• Requires organization skills and ability to handle multiple functions at one time.
• Requires understanding when an issue must be referred to another area to ensure appropriate action.
• Requires ability to work independently.
• Requires working knowledge of medical terminology.