Ellie Diagnostics is a rapidly expanding veterinary diagnostics company at the forefront of transforming the landscape of veterinary medicine across the United States. With our roots in Texas and Kentucky, our strategic vision is to disrupt the industry by modernizing veterinary diagnostics. Since our inception in 2019, Ellie has emerged as one of the fastest-growing veterinary laboratories nationwide. We offer comprehensive reference laboratory solutions and are actively pioneering innovative products to enhance the delivery of diagnostics. Clients entrust Ellie for our modern technological approach and unwavering commitment to exceptional customer service.
Position Overview: Must be willing to RELOCATE!
We are actively seeking a dedicated and innovative Diagnostic Specialist to join our team. This role is based on-site at one of Ellie's key customer locations and serves as Ellie's representative and concierge for the local customer.
The Diagnostic Specialist plays a crucial role in nurturing and strengthening the relationship between the customer and Ellie. Additionally, this role provides vital support to Ellie's national customers, particularly within our growing specialty division, which collaborates with university laboratories nationwide and throughout Ellie's organization.
We are looking for an individual with exceptional organizational skills, meticulous attention to detail, and a strong commitment to delivering outstanding customer experience. You will be a true ambassador of Ellie Diagnostics representing company values, culture and building critical relationships.
Relocation reimbursement available (if needed)
Initial travel maybe required for training
Key Responsibilities:
Concierge Services: Serve as Ellie's dedicated concierge for the local customer, offering in-depth knowledge of Ellie's services and promptly addressing customer questions and concerns.
Onsite Duties: Carry out daily on-site responsibilities at the customer location, including the collection, handling, sorting, and packaging of laboratory samples.
Customer Relationship Building: Act as a positive representative of Ellie, wearing Ellie-branded gear to create a personal connection with the local customer's staff.
Sample Distribution: Ensure the efficient distribution of samples to various laboratories through Ellie's specialty functions. Guarantee timely sample drop-offs to UPS, whether at the UPS facility or during the local pickup time to ensure same-day shipment.
Sample Ownership: Take ownership of samples sent out from the local customer, overseeing the process from collection to results across all laboratories.
Core Specialty Functions: Perform Ellie's core specialty functions, including accessioning, ticket management, and result reporting from various university labs.
Result Reporting: Manage and maintain the laboratory email result inbox to ensure prompt and accurate reporting of results.
Summary Reports: Generate daily summary reports for our specialty customers to keep them informed of the status of pending samples and provide insightful comments regarding progress.
Communication: Regularly update internal teams and clients on the status of pending reports.
Ticket Pipeline: Maintain the ticket pipeline to resolve discrepancies in the sending process and ensure timely dispatch.
Partner Relationships: Build relationships with third-party university lab partners and proactively communicate with them to monitor overdue results or discrepancies.
Quality Control: Implement and manage quality control systems within the laboratory.
SOP Development: Develop and enforce standard operating procedures (SOPs) to uphold consistent quality.
Process Audits: Conduct regular audits of laboratory processes to identify and rectify deviations.
Continuous Improvement: Facilitate continuous improvement initiatives and suggest necessary training programs.
Data Analysis: Analyze quality data to identify trends and areas for improvement and develop action plans to address issues and prevent future errors or discrepancies.
Special Projects: Undertake other related duties as assigned and be ready to assume special projects as required.
Qualifications:
Eagerness to learn.
Excellent team player.
Strong attention to detail.
Proficiency in Excel.
Effective organizational and time management skills.
Exceptional verbal and written communication skills, both internally and with reference laboratories.
Ability to work efficiently with multiple systems concurrently.
Strong multitasking capabilities.
Willingness to work collaboratively within a team environment.
Creative problem-solving abilities.
Ability to work independently and collaboratively.
Familiarity with Laboratory Information Systems (LIS) is a plus.
Ideal Skillset (Preferred):
Experience in a Diagnostic Laboratory
Experience in a Veterinary Specialty Hospital
Understanding of Veterinary medical terminology
Experience handling and packaging lab samples.
Experience accessioning samples for testing
Exceptional organization skills
Detail Oriented
Passion for medical excellence
High emotional intelligence; empathetical
Strong Professional demeanor
Education and Experience:
A bachelor’s degree is strongly preferred, while a High School diploma or equivalent is required.
Previous experience working in a diagnostics environment is highly desirable.