Speciality Veterinary Laboratory Diagnostic Concierge

Ellie Diagnostics is a rapidly expanding veterinary diagnostics company at the forefront of transforming the landscape of veterinary medicine across the United States. With our roots in Texas and Kentucky, our strategic vision is to disrupt the industry by modernizing veterinary diagnostics. Since our inception in 2019, Ellie has emerged as one of the fastest-growing veterinary laboratories nationwide. We offer comprehensive reference laboratory solutions and are actively pioneering innovative products to enhance the delivery of diagnostics. Clients entrust Ellie for our modern technological approach and unwavering commitment to exceptional customer service. Job Title: Specialty Veterinary Hospital Diagnostic Concierge Position Overview: We're seeking a dedicated Specialty Veterinary Laboratory Diagnostic Concierge. This role requires strong organizational and communication skills, along with previous experience in a laboratory setting. The main duties of the Laboratory Diagnostic Concierge includes preparing samples for universities and responsible for results for all sent-out cases, maintaining daily contact with universities for case updates and account creations, and handling additional projects using our CRM system, HubSpot. Additionally, you'll provide crucial support in maintaining laboratory quality and facilitating seamless communication among Ellie's internal teams, while nurturing important client relationships. This is a full-time position based at our main laboratory in Louisville, KY. Occasional travel may be required, as Laboratory Concierges will serve as backup for onsite concierges stationed at our clients' facilities. Key Responsibilities: Concierge Services: Serve as Ellie's virtual concierge for multiple specialty customers, as well as general practices offering in-depth knowledge of Ellie's services and promptly addressing customer questions and concerns. Onsite Duties: Execute daily tasks encompassing sample accessioning and preparation for dispatch to external laboratories. Maintain regular communication with external laboratories to track cases, establish accounts, comprehend testing or billing procedures, process case results, address any discrepancies, reconcile both in-house and sent-out cases, provide daily reports to clients, and respond to any inquiries they may have. Customer Relationship Building: Serve as a positive ambassador for Ellie, ready to travel and step in for onsite concierges when needed and offer comprehensive client support by possessing extensive knowledge about Ellie's services. Sample Distribution: Ensure the efficient distribution of samples to various laboratories through Ellie's specialty functions. Guarantee timely sample drop-offs to UPS, whether at the UPS facility or during the local pickup time to ensure same-day shipment. Sample Ownership: Take ownership of samples sent out from the local customer, overseeing the process from collection to results across all laboratories. Core Specialty Functions: Perform Ellie's core specialty functions, including accessioning, ticket management, and result reporting from various university labs. Result Reporting: Manage and maintain the laboratory email result inbox to ensure prompt and accurate reporting of results. Summary Reports: Generate daily summary reports for our specialty customers to keep them informed of the status of pending samples and provide insightful comments regarding progress. Communication: Regularly update internal teams and clients on the status of pending reports. Ticket Pipeline: Maintain the ticket pipeline to resolve discrepancies in the sending process, ensure timely dispatch, and answer any questions. Partner Relationships: Build relationships with third-party university lab partners and proactively communicate with them to monitor overdue results, discrepancies, and build accounts. Quality Control: Implement and manage quality control systems within the laboratory. Reconciliation: Perform various reconciliation procedures to guarantee accurate tracking of all cases received by Ellie, both internally and externally. SOP Development: Develop and enforce standard operating procedures (SOPs) to uphold consistent quality. Process Audits: Conduct regular audits of laboratory processes to identify and rectify deviations. Continuous Improvement: Facilitate continuous improvement initiatives and suggest necessary training programs. Data Analysis: Analyze quality data to identify trends and areas for improvement and develop action plans to address issues and prevent future errors or discrepancies. Special Projects: Undertake other related duties as assigned and be ready to assume special projects as required. Prepared for Travel: Travel may be required throughout the US to substitute for any onsite concierges who are absent from the office. Additionally, travel may be necessary to train our clients on Ellie’s Specialty Kiosk and processes. Qualifications: Eagerness to learn. Excellent team player with a strong attention to detail. Proficiency in Excel. Effective organizational and time management skills. Exceptional verbal and written communication skills, both internally and with reference laboratories. Ability to work efficiently with multiple systems concurrently and strong multitasking capabilities. Willingness to work collaboratively within a team environment and independently at times. Creative problem-solving abilities. Familiarity with Laboratory Information Systems (LIS) is a plus. Prepared to travel when required. Ideal Skillset (Preferred): Experience in a Diagnostic Laboratory or Veterinary Specialty Hospital Understanding of Veterinary medical terminology Experience accessioning, handling, and packaging lab samples. Passion for medical excellence High emotional intelligence; empathetical and strong Professional demeanor Education and Experience: A bachelor’s degree is strongly preferred, while a High School diploma or equivalent is required. Previous experience working in a diagnostics environment is highly desirable.