About the Organization
International Clinical Laboratories (ICL) is one of the largest independent clinical diagnostic centers on the African continent. ICL opened its doors for service in 2004 with the aim of “contributing to the maintenance and enhancement of the quality of life throughout Ethiopia” by encompassing a system of human and physical resources designed to meet the changing healthcare needs of the population it serves. It is the only laboratory accredited by the USA based Joint Commission International (JCI) five times in a row. The laboratory provides more than 3000 tests in collaboration with its referral laboratories.
Job Summary
ICL would like to fill the following vacant position under the Client Relations Department by inviting all qualified and competent applicants. The position reports to the Client Relations Manager and is located at AA1 (Addis Ababa).
Key Responsibilities
Assist account clients with:
Follow up on incoming samples and timely outgoing of results
Proper sample collection technique according to ICL SOP
Pricing rates and panel grouping
Settlement of invoices
Use of web order for placing test orders as well as retrieving results
Serve as a representative of ICL to respective clients with the utmost respect and capacity
Register and monitor daily sales volume from clients
Register daily incoming scheduled tests, follow result turnaround time and check clients for timely result delivery
Refill supplies and monitor usage compared to incoming tests and samples
Troubleshoot problems on invoices and encourage customers to pay the amount in due date
Collect service payments from clients and transfer to the cashier
Troubleshoot any extended problems that may arise between ICL and account clinics
Visit each client at least once a month and conduct comprehensive client satisfaction survey
Daily check for sample and payment issues from Oracle (BI) for prepayment clients and inform the clients to refill advance payment when balance reached 50% of usage
Generate Client Service work list for CSNOTE twice a day from LIS
Clear all incomplete data (CSNOTE, STAT, Urgent, to be deleted …) on daily basis from Laboratory information System (LIS)
Find and promote ICL laboratory service for new clients in addition to follow up of existing clients’ services to monitor the level of service rendered
Investigate the reason for deleted data in LIS and bring for the Manager
Pass information on discontinued, resumed and new tests for credit clients
Report results with fax, email or telephone when necessary
Follow all SOPs in procedure of duties
Report and give updates to the Client Relations Manager daily, weekly and monthly
Perform additional tasks related to the section as ordered by the Manager and Director
Required Qualifications
BSC in health-related fields preferably in a medical laboratory
2 years of experience in a similar role
Required Skills and Competencies
Basic Microsoft Office skills (Excel, Word, PowerPoint, and Outlook)
The ability to work autonomously and hold themselves accountable
Communication and interpersonal skills
Ability to work under pressure and meet set deadlines
Maintain high level of honesty and integrity
Customer Relationship Management (CRM)
Communication & Negotiation