Millennium Health

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Field Service Liaison-Olympia

at Millennium Health

Posted: 11/18/2019
Job Reference #: 2505
Categories: Customer Service

Job Description

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Job Description

WHO WE ARE - Millennium Health is a leading health solutions company that delivers accurate, timely, clinically actionable information to inform the right treatment decisions for each patient. Millennium Health offers a comprehensive suite of services including Millennium PGT and Millennium UDT, which can be used to better tailor patient care. More information can be found at

We are looking to hire a Field Services Liaison to support specific territories within an assigned region. Your primary responsibility will be to educate, service, and train new and existing Laboratory Service Assistants (LSA) and Laboratory Collection Service Assistants (LCSA) that are assigned to various practices. This position will also be utilized to provide coverage in the event LSA coverage is needed at an account. The expectation of the Field Services Liaison is to provide support to the LSA and Sales department by consistently developing LSA competencies and assure LSA’s remain competent and compliant while performing duties related to Millennium Health. This position requires the Field Services Liaison to be available for travel up to 100% of the time at the discretion of the Sr. Manger of Lab Services. This position is 100% remote.

LSA Support at practice (40%)

  • Provide LSA/LCSA coverage and collect urine specimens in a client office in an ad hoc basis until permanent coverage is found
  • Assist LSA Field Supervisors with various tasks related to the LSA department
  • Perform quarterly compliance audits for various LSA accounts within the territory
  • Respond to requests for collection of missing patient demographic information
  • Help resolve Specimen Resolution issues
  • Resolve missing billing information
  • Help create and administer recognition processes to ensure reinforcement of positive LSA behavior (low section A, missing info, being on time, etc.)
  • Assist LSA Supervisor with timely and appropriate employee relations actions, i.e., coaching, written warnings, performance plans or termination to address LSA compliance violations, inappropriate
  • behavior or failure to meet performance expectations; close partnership with Compliance, HR Business Partner and Sales Leadership.

Training, onboarding and auditing LSA’s (40%)

  • Support and train new LSA’s
  • Train and onboard newly hired Laboratory Service Assistants
  • Adhere to all confidentiality (HIPAA) requirements
  • Schedule and/or arrange UPS/FedEx pick-ups from offices
  • Maintain and manage equipment agreement forms
  • Provide regular follow up and refresher training to LSA’s as required
  • Ensure all LSA’s are adequately stocked with appropriate supplies at all times
  • Provide Management with weekly progress reports
  • Work with Human Resources on LSA resignations and separations
  • Plan and execute visits to all existing accounts in the territory on a regular basis

Provide Sales Support (20%)

  • Identify, communicate and help resolve any service issues, billing issues or customer complaints
  • Obtain signatures on any required documents related to the LSA program
  • Work closely with the LSA Supervisor, the LSA and the sales team to ensure excellent on-going customer service and satisfaction with company’s products and services
  • As required, assist company in obtaining information missing from requisitions in order to facilitate timely specimen processing
  • Develop close working relationship and collaborate with sales team, lab staff, billing & data entry
  • As required, assist Marketing team with customer surveys and feedback to identify areas for service improvements and enhancement
  • Other duties as assigned
  • Communicate via email and other mediums all reminders to their employees i.e., missing information reminders, new company product launches, etc.
  • Ensure effective tracking and maintenance of LSA supplies and equipment
Required Skills
  • Excellent interpersonal communication skills
  • Polished presentation skills
  • Proficient in Microsoft Office applications including Word, Excel, PowerPoint and Outlook
  • Excellent written and oral communication skills
  • Ability to work both independently and as part of a team
  • Willingness to travel extensively
  • Ability to perform overnights during the week
  • Ability to work in evenings, late evenings, and weekends on an occasional basis
  • Ability to understand the clinical practice environment and work effectively with clinic staff members
  • Proven organizational and time / territory management skills
  • Ability to multi-task
  • Attention to detail and commitment to persistent follow-up
  • Clean driving record
Required Experience
  • High School diploma required
  • Associates degree in Business Administration or related field preferred
  • Planning and time management experience
  • Experience in a customer service function
  • Prior field-based position which included a significant travel requirement is desirable
  • Prior experience working in a clinic or hospital environment is desirable

Millennium Health offers a competitive, comprehensive benefits package.

Millennium Health is an Equal Opportunity/Affirmative Action employer and E-Verify participant. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation or protected veteran status

Job Location
Olympia, Washington, United States
Position Type