Job Summary: The Scheduling & Logistics Specialist serves as a key operational link between Access Medical Laboratories, our clients, patients, internal teams, and third-party logistics partners. This hybrid position combines client and patient scheduling support with logistics coordination to help ensure specimen collection, transportation, and related services are completed efficiently and with a high level of customer service. Approximately 50% of the role is focused on coordinating specimen draw services, responding to client needs, resolving scheduling and service-related issues, and supporting the overall client experience. The remaining 50% is focused on logistics operations, including carrier coordination, shipment management, exception resolution, reporting, and monitoring transportation-related activity. The ideal candidate is highly organized, detail-oriented, service-driven, and comfortable managing multiple time-sensitive priorities in a fast-paced diagnostic laboratory environment. Job Responsibilities: Scheduling & Client Support- 50% - Coordinate specimen draw services and related scheduling needs for clients and patients.
- Respond to client inquiries via phone and email in a timely, professional, and service-oriented manner.
- Provide accurate information regarding Access Medical Laboratories' services, products, pricing, processes, and applicable company policies.
- Serve as a point of support between clients, patients, and internal teams to facilitate scheduling and service needs.
- Address and resolve scheduling concerns, client complaints, service issues, and other inquiries promptly and effectively.
- Maintain clear and accurate documentation of client interactions, service concerns, feedback, and resolutions.
- Identify recurring client concerns or service trends and communicate opportunities for process improvement to leadership.
- Maintain a positive and professional approach when interacting with clients, patients, coworkers, and business partners.
- Follow all applicable company policies, procedures, privacy requirements, and security protocols when handling client and patient information.
Logistics & Shipping Coordination- 50% - Coordinate UPS, FedEx, and other applicable carrier pickups to support the timely transportation and return of specimens to Access Medical Laboratories.
- Prepare and distribute daily inbound and exception reports and applicable weekly reporting.
- Prepare daily shipments by assembling and packaging materials in accordance with established shipping procedures.
- Determine appropriate shipping methods based on established procedures, routes, service requirements, and rates.
- Create client shipping labels and facilitate client placards as needed.
- Monitor shipments and proactively address shipping delays, exceptions, and other transportation-related issues.
- Manage and resolve undeliverable packages in coordination with clients, carriers, and internal teams.
- Review weekly UPS and FedEx invoices for accuracy and identify discrepancies or areas requiring follow-up.
- Analyze on-demand pickup activity and monitor applicable fees, including ZPP fees.
- Maintain effective communication with internal departments, clients, and third-party logistics partners regarding shipping and logistics needs.
- Escalate significant or recurring logistics issues to leadership as appropriate.
- Support process improvements designed to increase efficiency, reduce unnecessary shipping costs, and improve the client experience.
Qualifications & Skills: - High school diploma or equivalent required.
- Minimum of 2 years of experience in customer service, scheduling, logistics, shipping, supply chain, healthcare operations, or a related field.
- Prior experience in a diagnostic laboratory, healthcare, medical scheduling, specimen logistics, or similar environment preferred.
- Experience working with UPS, FedEx, or other shipping/carrier platforms preferred.
- Experience with UPS WorldShip or similar shipping software is a plus.
- Strong computer skills, including data entry and the ability to learn medical, scheduling, shipping, and internal software systems.
- Excellent organizational and time-management skills with the ability to manage multiple priorities simultaneously.
- Strong attention to detail and accuracy.
- Strong problem-solving skills with the ability to identify and resolve scheduling and logistics issues efficiently.
- Excellent verbal and written communication skills.
- Strong customer-service orientation with the ability to communicate professionally with clients, patients, vendors, carriers, and internal teams.
- Ability to quickly learn, retain, and apply new information, processes, and procedures.
- Ability to work effectively both independently and collaboratively in a fast-paced environment.
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