Antech Diagnostics

Client Service - Knowledge Management Analyst

ID 2021-5052

Overview

Antech Diagnostics, the largest exclusively commercial veterinary diagnostic laboratory in the nation, is in search of a Client Service - Knowledge Management Analyst working out of our Lake Success, New York and reporting directly to the VP, Client Service. Provided a job offer is made and accepted, we are offering a one-time Signing Bonus of $1,000.00 [minus all applicable taxes]. 

 

As part of the VCA Family, which operates the largest network of freestanding, full-service animal hospitals in the nation, Antech Diagnostics delivers state of the art testing and consulting services to practicing veterinarians.  Our diagnostic spectrum of tests in the areas of chemistry, pathology, endocrinology, serology, hematology, and microbiology enhance veterinarians’ ability to detect, diagnose, evaluate and prevent disease and other conditions affecting animals.

Responsibilities

The Client Service - Knowledge Management Analyst is a critical role within the Client Service Department that will build and maintain the knowledge management tool for the department.  The knowledge management tool will help ensure all staff have a single source for all information to provide timely, consistent and accurate information. The analyst needs to become familiar with all of the Administrative, Client Service agents, Team Leads and Lab Coordinator roles and SOPs.  This position will require extensive knowledge of the workflow of the department and interactions with laboratory operations. Excellent writing and communication skills and the ability to foster a team like environment are crucial for this role. The ideal candidate must have the ability to adjust materials so that people with varying levels of knowledge can comprehend the content of what is being presented.  Additionally, this person must be highly organized and multi-task well

  • Responsible for the Client Service knowledge management tool (KMT) for the Client Service department
  • Define the company's Knowledge Management strategy inclusive of high quality, up-to-date & searchable content
  • Work closely with the KMT vendor during the initial rollout and then future support of the KMT
  • Develop techniques and procedures for identifying, capturing, organizing, locating, and empowering access to knowledge resources and expertise in support of business objectives and priorities. This includes utilizing all existing documentation and identifying additional documentation needs, translating and surfacing insights into recommendations for process improvements
  • Create governance structures and standards for documentation and department workflow.
  • Collaborate with internal subject matter experts and other departments including sales, marketing, internal medicine and operations to create and maintain content to enable Client Service to provide consistent support all the time and define hand offs with the appropriate turnaround times being defined
  • Organize and update materials so as to always have current information available for new hires
  • Work with the internal medicine director to assist in the build out of content for their department and identify a process to allow Client Service staff to answer medical related questions with documented content
  • Responsible for publishing all client service communications and updates to procedures
  • Work closely with the Client Service management team on providing updated and feedback on the KMT
  • Work directly with the Client Service Quality Analyst to review needs for improving the content of the KMT based on agent call evaluations.
  • Utilize stakeholder and end-user feedback, usage tracking, data and analytics to evaluate performance against KPIs to improve both client and employee satisfaction
  • Produce reporting out the KMT to show staff usage and the most commonly used content
  • Drives knowledge management efforts and strategy to educate and inform cross-functional partners to identify, gather and prioritizing documentation and knowledge management tool requirements
  • Review, improve and publish knowledge articles as needed according to an audit plan that will be defined as part of the publishing workflow, ensuring accuracy and adherence to the quality defined by the Client Services leadership team
  • Ensure all content is reviewing every 12 months or earlier as needed
  • Performs other duties as assigned.

Qualifications

  • Minimum of 3 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer managing content is required
  • Experience in the medical field as a veterinary technician, laboratory technician or medical assistant is preferred
  • Bachelor’s Degree preferred
  • Strong knowledge of SharePoint sites or existing knowledge management systems
  • A self-starter mentality
  • Passion for collaborating with a customer-centric team
  • Outstanding written and verbal communication skills, particularly in explaining and describing concepts, and in providing feedback in procedures and process updates
  • Ability to create targeted knowledge base articles that spans multiple audiences with ability to consider employee experience as the framework for article creation
  • Need to understand the impact of accurately structured, searchable content on an employee’s ability to self-serve
  • Organized with the ability to multi-task in a fast paced environment
  • Strong interpersonal, organizational, negotiation and problem solving skills
  • Needs to understand the impact of accurately structured, searchable content on an employee’s ability to self-serve
  • Ability to work with vendors and technology staff
  • Proficiency with Microsoft Office Products including Word, Excel, and PowerPoint

We are a rapidly growing, stable company with excellent advancement opportunity. Medical, dental and vision benefits, plus 401(k) plan and employee pet health benefits available, too!

 

If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.