- Location
- Cork, Ireland
- Type
- Full-time
- Closing date
- Today
- Source
- Workday
Description
Role Description
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 time
Regular
Colleague
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