International Clinical Laboratories (ICL) is one of the largest independent diagnostic centers on the African continent. ICL has opened its door for services with the aim of “contributing to the maintenance and enhancement of the quality throughout Ethiopia” by encompassing a system of human and physical resources to meet the changing healthcare needs of the population it serves.

It is the only laboratory accredited by the USA based Joint Commission International for five times in a row. The laboratory provides more than 3000 tests in collaboration with its referral laboratories.

ICL would like to fill the following vacant positions under the Operation-Client department by inviting all qualified and competent applicants:

Position: Client Service Representative
Required Number: 01 (one)
Report to: Client Service Coordinator
Employment Status: Permanent
Location: Head Office (A.A)
Department: Operation - Client Relation

Position Purpose and Summary

Client Service Representatives (CSR) work closely with clients of ICL and ensure service of highest quality is provided. CSR serve as a focal point person of communication to clients and assist with follow up of incoming samples and timely outgoing results of clients, settlement of invoices and all queries.

Duties and Responsibilities

• Provide assistance and support to clients via phone, email, or chat.

• Resolve client complaints and issues efficiently.

• Manage and update client accounts with accurate information.

• Communicate clearly about services, policies, and updates.

• Follow up with clients to ensure satisfaction and retention.

• Maintain detailed records of client interactions and transactions.

• Collaborate with other departments to ensure effective service delivery.

• 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

• Registering and monitoring of daily sales volume from clients

• Register daily incoming scheduled tests, follow result turnaround time and check clients for timely result delivery

• Refilling supplies and monitoring of usage compared to incoming tests and samples

• troubleshoot problems on invoices and encourage customers to pay the amount in due date

• Collecting service payments from clients and transferring to the cashier

• Troubleshoot any extended problems that may arise between ICL and account clinics

• Visiting 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

• Generating Client Service work list for CSONOTE twice a day from LIS

• Clear all incomplete data (CSONOTE, 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

• Passing information on discontinued, resumed and new tests for credit clients

• Reporting results with fax, email or telephone when is necessary

• Following all SOPs in procedure of duties

• Reporting and giving updates to the Client Relations Manager daily, weekly and Monthly

• Performing additional tasks related to the section as ordered by the Manager and Director

Salary: - As per the company scale

Job Requirements

Qualification and Experience:

• Diploma/BSc in health-related fields preferably in a medical laboratory

• 0 – 2 years of experience

• COC Certified

• Basic Microsoft Office skills (Excel, Word, PowerPoint, and Outlook) skills

Competencies/skills:

• Effective communication

• Problem-solving

• Client relationship management

• Attention to detail

• Organizational skills

• Empathy and patience

• Teamwork and collaboration

• Proficiency in Microsoft 365

How To Apply

Qualified applicants who fulfil the above requirements shall submit their updated Cover Letter, CV and copies of supporting documents in person to HR Admin office of ICL at “Bulgaria Mazoria”, or send using mail address hrrecruitment@icladdis.com within 5 working days of this advertisement.

Note: Please put the position title on the subject line of your email.