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Laboratory Coordinator

Science / Laboratory / Research & Development • Full Time • Pak Shek Kok, Hong Kong, HK • 2w ago

Key Roles and Responsibilities

1. Client Inquiry Management:

Serve as the first point of contact for client inquiries via phone and email.
Handle requests related to test ordering, pricing information, and report status updates professionally and efficiently.
Troubleshoot and address basic report issues or discrepancies, escalating complex cases to the appropriate team.

2. Sample Logistics & Liaison:

Act as the key liaison between external clients (hospitals/clinics) and internal laboratory teams (e.g., accessioning, technical staff).
Coordinate the arrangement of sample collection, transportation, and receipt to ensure proper handling and chain of custody.
Provide clear instructions to clients on sample requirements and submission protocols.

3. Sample & Report Lifecycle Monitoring:

Proactively monitor the status of samples from receipt through testing to report generation.
Track sample "in & out" flow using the Laboratory Information Management System (LIMS).
Ensure all test reports are processed and released to clients within the agreed-upon Service Level Agreement (SLA) timelines, following up internally on any delays.

4. Result Reporting & Client Communication:

Report laboratory results to clients (and in some cases, directly to patients) using established, secure protocols and in compliance with confidentiality guidelines.
Ensure all communication is clear, accurate, and professional.

5. Record Keeping & Documentation:

Meticulously document all client interactions, including reporting history, phone calls, and email correspondence, in the required format (e.g., CRM, LIMS, or designated logs).
Maintain complete, accurate, and up-to-date client and patient records.

6. Proactive Issue Resolution:

Contact clients proactively to resolve routine matters related to patient testing, such as clarifying test orders, requesting additional information, or providing pre-analytical updates.

7. General Support:

Perform other ad-hoc administrative, coordination, or customer service assignments as required by the team or management.

Requirements

Education & Experience:

A recognized Degree or Higher Diploma in Biomedical Sciences, Medical Laboratory Science, Biotechnology, Life Sciences, Healthcare Administration, or a related field.
Previous experience in a customer service role, laboratory setting, healthcare administration, or a clinical environment is a strong advantage .

Skills & Competencies:

Language: Excellent command of both written and spoken English and Chinese (Cantonese and/or Mandarin, as required by location).
Team Player: Collaborative spirit with a positive attitude and willingness to support colleagues.
Self-Motivated & Willing to Learn: Initiative-driven with a strong desire to acquire new knowledge about laboratory tests and procedures.
Time Management: Ability to prioritize tasks effectively, manage multiple responsibilities, and work efficiently in a fast-paced environment.
Interpersonal & Communication Skills: Exceptional customer service skills with the ability to communicate clearly, patiently, and empathetically with clients and internal teams.
Computer Proficiency: Strong skills in MS Office (Word, Excel, Outlook). Experience with a Laboratory Information Management System (LIMS), Customer Relationship Management (CRM) software, or similar databases is highly preferred.

Additional Preference:

Immediate availability is highly preferred.

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