Job Description

Role

Frontline support for veterinary clients via phone and email; manage case queries, test menus, pricing, additional tests, and billing questions; ensure accurate order entry in LIS/CRM/ERP; liaise with Lab Operations, Pathology, and Logistics.

Site-specific note: Site-specific responsibilities may apply.

Key responsibilities

• Deliver first-line support with easy, efficient, and enthusiastic interactions; document all contacts in HubSpot/LIMS as appropriate and meet call/email SLAs.

• Process orders and updates accurately in LIMS; field billing inquiries; initiate credits/debits per policy.

• Create and maintain client accounts and contacts in HubSpot/LIMS; validate addresses and contacts to enable Pathport/MediLIMS access.

• Perform pre-invoice billing code QA; support end-of-month account checks and exception resolution.

• Triage and resolve data issues (patient merges, naming corrections, referral result intake) while maintaining GDPR/data protection compliance.

• Coordinate courier pickups and missed collections with Logistics; track send-away shipments and results to closure.

• Proactively notify clients of report delays or additional fixation/decals; ensure follow-through to resolution.

• Maintain knowledge of test menus and policies; participate in training, huddles, and continuous improvement activities.

• Serve as customer service and lab-liaison to work closely with site leaders, as needed.

Qualifications

• GCSEs or equivalent;

• 1+ year customer service; veterinary diagnostics experience preferred.

• Proficiency with Microsoft 365 and CRM/LIMS

• Excellent verbal/written communication, time management, and problem-solving.

Physical requirements

• Flexible scheduling to support service hours; ability to remain seated for extended periods.

Additional site-common responsibilities

• Client account setup and data hygiene (HubSpot to Pathport/MediLIMS), including address/contact validation and GDPR-compliant corrections.

• Billing code QA prior to invoicing and end-of-month account checks; escalate anomalies for correction.

• Courier booking and missed-collection liaison with Logistics; track send-away shipments and results to closure.

• Support digital slide scanning when required and basic scanner troubleshooting where applicable; coordinate with Lab Accessioners..

• KPI reporting cadence for service quality and operational exceptions; early escalation of at-risk turnaround cases.

• Manage client consumable orders and shipping.

• Support laboratory with submission form scanning, GDPR complaint paperwork disposal,

• Support laboratory with sample receipt/labelling.

Role boundaries

Role boundaries: sample preparation and handling;

Full timeRegularColleague

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