Jobs at Pathologists Lancet Laboratories

Challenging Demands of the Job

The typical demands of this job, that are outside of the direct control of the post holder, are the following:

• Ability to deal with angry or dissatisfied clients
• Ability to work under pressure-Serving multiple clients / and remain focused on the task at hand
• Ability to maintain confidentiality and behave in an ethical manner
• Ability to handle cases where solutions might not be immediate

Decisions and Judgments

The post holder works within a highly regulated environment which is characterised by clear work instructions and standard operating procedures.

Qualifications

• Bachelor of Science Degree
• Experience working in a healthcare industry
• Has at least 2-3 years Customer Experience
• Minimum 1-2 years supervisory experience or demonstrated leadership abilities
• Deep knowledge about relevant Sales and Customer Relation processes, tools and working methods
• Preferably skilled in communication, problem solving, organizational and team dynamics
• A master’s degree in business administration would be a plus

Summary of Key Responsibilities

• Supervise day-to-day operation of team according to policy/procedure, ensure high quality customer service and compliance obligations
• Uses call center software to monitor function of phone, email, text, and chat capability
• Empower and coach His/Her team through knowledge, confidence, trust, and motivation so they are always ready to support customers in the best way possible
• Build a committed team with a strong culture based on customer focus, high performance, and pride in their work
• Be active in the recruitment process of new co-workers
• Liaise with staff to respond to client queries.
• Foster healthy relationships with key clients.
• Compiling internal and external customers’ complaints and compliments/ doctors’ and customers survey reports for the organizations’ corrective action and for audit purposes.
• May be required to supervise and train admin interns, new employees/students and provide them with guidance and administrative support.
• Gather and proactively share Best Practices to help improve performance of each of their team members and overall call center call quality
• Identify and escalate priority issues to the relevant cross-departments

Ability and/or Skills

• Excellent written and verbal communication skills
• Active listening
• Client-focus
• Added advantage if experienced with CRM software and KPI’s
• Prioritization and on-time execution of tasks
• Troubleshooting and Keyboarding skills
• Problem-solving and solution orientation
• Strong interpersonal skills (people, social, emotional intelligence)
• Proactivity-thinking outside the box
• Team player who can self-motivate
• Performs well under pressure; thrives in fast-paced environment
• Growth mindset

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Qualifications

For appointment to this post, a candidate must have;

• Bachelor’s Degree / Diploma in Medical Laboratory Sciences or any other equivalent qualification from an institution recognized by the Kenya Medical Laboratory Technicians and Technologists Board;
• Registration Certificate issued by the Kenya Medical Laboratory Technicians and Technologists Board (KMLTTB)
• Certificate in computer application skills from a recognized institution
• 1-2 Years of Experience.

Key Responsibilities

• Performs diagnostic testing procedures on instrumentation, analyses result in one or more sections of the laboratory and interacts with Pathologists on technical matters to provide all relevant data that may pertain to the prevention, diagnosis, or treatment of diseases.
• Records verifies and amend (when required) test results to ensure the integrity of the test results database on the laboratory information system.
• Reports test results via phone or computer entry to ensure timeous dissemination of data required by health and medical professionals.
• Ensures that maintenance and calibration of the equipment used in the laboratory is well conducted efficient and accurate results. This includes ensuring that instrument maintenance and Quality control results are recorded as well as troubleshooting.
• Ensures a safe working environment in accordance with relevant legislation and all safety protocols. This includes the ongoing maintenance of Quality control standards, adherence to infection control measures, correct disposal of bio-hazardous waste, and project management of the preparation process for internal and external quality control audits
• Ensure that incidents and instrument failures are properly reported to the laboratory Manager thereby ensuring compliance with relevant organizational policy and Laboratory standard operating procedures.
• Attends in-service training and seminars and participates in continuing professional development (CPD) activities to continuously update knowledge and skills as well as comply with professional registration requirements. This includes ensuring the availability of up-to-date records that can be presented immediately on request thereof.
• Adheres to professional conduct requirements in line with organizational policy and relevant professional body ethical standards. e.g. ensuring that QA standard requirements are met.
• Preparing and ensuring that the laboratory meets SANAS Accreditation Standards.