Customer Care Operator - Specimen Reception

• Be part of the team behind life-changing genetic testing
• Play a vital role in keeping critical diagnostic services moving
• Join a collaborative team making a difference for patients and families

Make a difference behind the scenes by helping deliver accurate, timely genetic testing for patients and families.

The opportunity

As a Customer Care Operator (Specimen Reception) with Victorian Clinical Genetics Services (VCGS), you will play an important role in the early stages of the diagnostic process, helping ensure specimens are received, processed and distributed accurately and efficiently.

You will join our Customer Care Group within VCGS Laboratory Services, providing essential pre-analytical support to our diagnostic laboratories and, where required, MCRI research laboratories. You'll work with a wide range of specimens, manage incoming requests and liaise with laboratories, medical practitioners, clinics and internal teams to resolve issues and keep things moving.

What you’ll do

• Receive, triage, register, label, and distribute a wide range of pathology specimens
• Check specimen labelling and request details against VCGS procedures, acceptance criteria and NATA requirements
• Enter and verify patient and test information in LabWare LIMS, including processing electronic orders
• Respond to telephone and email enquiries and troubleshoot specimen and testing issues, working with stakeholders to resolve them
• Support sample preparation, second checking, consumable management and other Customer Care workflows, including providing relief cover when required

The Customer Care Group operates Monday to Friday between 7:00am and 7:00pm, and you will be required to work rostered shifts across these hours.

What you’ll bring

• Certificate or Diploma in Medical Laboratory Technology or equivalent is desirable
• Experience in a NATA-accredited, high-throughput pathology specimen reception environment, ideally with a minimum of two years' experience
• A conscientious and responsible approach, with a strong commitment to accuracy and quality
• Strong time management and problem-solving skills, with the ability to prioritise competing workloads
• Effective written and verbal communication skills, with the ability to work confidently with different stakeholders
• Demonstrated troubleshooting skills, a strong work ethic and the ability to work both independently and as part of a team

Please view the position description here.

Any questions? Reach out to Trilby Ford on trilby.ford@vcgs.org.au using the subject line: Customer Care Operator - Specimen Reception enquiry via EthicalJobs.

What you’ll enjoy

• Play an important role in supporting genetic testing and diagnostic services for patients and families.
• Work across specimen reception, customer enquiries, LIMS, sample preparation and other Customer Care workflows
• Be part of a collaborative group where you'll support colleagues and contribute across the team
• Build your experience within a leading genetic testing and diagnostic service
• Know that the accuracy and care you bring to your work helps support health professionals, patients and their families across Australia and New Zealand
• Access a range of salary packaging options—covering entertainment, novated leases, and more!
• Perk up with discounted coffee from Synapse, our vibrant onsite café
• Enjoy discounted staff parking, public transport right at your doorstep, and great facilities for cyclists 

Who we are

The Victorian Clinical Genetics Service (VCGS), a not-for-profit subsidiary of the Murdoch Children's Research Institute (MCRI), offers integrated genetic testing, diagnostics, and counselling globally. Our experts collaborate closely to ensure accurate interpretation of complex genetic tests. VCGS is actively involved in driving translational research, policy development, and fostering an inclusive and positive working environment that values diversity and prioritises equal opportunities for all. We are dedicated to developing our staff and creating a culture centred on respect and continuous learning.

Apply now!

If you believe this role is a good fit for you, please apply by clicking 'Apply Now' and submitting:

• Your resume
• A cover letter addressing the selection criteria

Ensure these documents are combined into a single PDF file.

We welcome individuals of diverse genders, ages, ethnicities, cultural backgrounds, abilities, religions, and sexual orientations in our workplace. We actively encourage talented individuals from all walks of life to apply for our job openings. Our commitment lies in fostering a workplace that is barrier-free and inclusive, aiming to attract the most skilled candidates.

For any questions related to the recruitment process, feel free to reach out to our Recruitment Team at recruitment@mcri.edu.au. Ensure that you include the position number and job title in the subject line. Please refrain from sharing your application to this email address.

Please note, we reserve the right to close the vacancy prior to the closing date once a sufficient number of applications have been received.

No recruitment agencies please.

A position description is attached.