Job Description

Job Title: Medical Laboratory Assistant (MLA) - Office-Based Customer Service & Operations

Location:

London, UK

Employment Type:

Full-time, Office-based

Reports To:

Operations Manager

Company Overview

Diagnostics 360 (D360) is a leading healthcare diagnostics company dedicated to providing comprehensive and accessible diagnostic services across the UK. We work with clinics, hospitals, and healthcare providers to ensure high-quality lab results and customer satisfaction. This role focuses on combining technical knowledge of lab tests with exceptional customer service skills.

Role Overview

We are seeking an experienced Medical Laboratory Assistant (MLA) to join our team and play a vital role in supporting both our customer service and operational functions. The ideal candidate will bring a strong understanding of laboratory procedures, medical terminology, and lab testing standards, combined with a dedication to excellent customer service. This is an office-based position that requires direct interaction with clients, managing logistics, and coordinating with laboratory and healthcare professionals.

Key Responsibilities

Customer Support & Query Resolution

Respond to client inquiries about available tests, sample requirements, turn-around times and general lab procedures via phone and email. Provide information and guidance on test results, in coordination with the laboratory and medical team where necessary. Assist clients with understanding pre-test preparations, post-test care, and sample collection requirements.

Operations & Administration

Schedule and coordinate test appointments, maintaining accurate records and ensuring adherence to timelines. Process orders for lab tests, manage sample tracking, and liaise with logistics for sample collection and delivery. Monitor and manage the inventory of consumables, ensuring timely stock replenishment.

Data Entry & Documentation

Accurately record patient information, test requests, and results in the Laboratory Information Management System (LIMS). Ensure compliance with data protection standards and maintain confidentiality of patient records and lab results. Compile reports and summaries as needed for operational reviews or regulatory requirements.

Quality Assurance & Compliance

Uphold quality control standards by verifying accuracy in sample handling, patient identification, and documentation. Stay informed of health and safety regulations, maintaining a safe and compliant work environment. Work closely with the Quality Assurance team to ensure all procedures are consistent with industry standards and Diagnostics 360 protocols.

Qualifications & Experience

Essential

: Previous experience as an MLA, lab technician, or similar role within a healthcare or diagnostics environment. Knowledge of lab test protocols, sample handling, and medical terminology. Strong communication skills, both verbal and written, with an ability to explain complex procedures to clients clearly. Proficiency in Microsoft Office and experience with Laboratory Information Management Systems (LIMS) or similar software.

Desirable

: Understanding of UK-specific diagnostic standards and compliance requirements (ISO 15189). Experience in a customer service or administrative role within healthcare or a lab environment. Relevant certifications in laboratory procedures or customer service are an advantage.

Key Competencies

Attention to Detail

: Ensures precision in handling data, samples, and information.

Customer Focused

: Demonstrates empathy, patience, and understanding when dealing with clients and complex situations.

Organized & Proactive

: Manages multiple tasks efficiently and adapts to changing priorities.

Team-Oriented

: Works collaboratively across departments, including logistics, lab personnel, and customer service teams.

Problem-Solver

: Applies logical thinking to resolve issues, escalating when necessary to maintain high service standards.

Benefits

Competitive salary based on experience 24 days annual leave, plus bank holidays Pension scheme Professional development opportunities Inclusive and dynamic office environment with opportunities for growth in a forward-thinking healthcare company
Job Type: Full-time

Pay: 26,000.00 per year

Benefits:

Cycle to work scheme Employee discount Gym membership Health & wellbeing programme Paid volunteer time Sick pay
Schedule:

Monday to Friday Weekend availability
Work authorisation:

United Kingdom (required)
Work Location: In person