Samantha Aldrich

Mayo Clinic Labs @ Work

Thousands of people in hundreds of different roles work at Mayo Clinic Laboratories. Mayo Clinic Labs @Work offers a glimpse behind the scenes into this busy reference laboratory, featuring staff from throughout the organization talking about what they do and why they do it.


What brought you to Mayo Clinic, and how long have you worked here?

Before joining Mayo Clinic, I worked at a multisite hospital system in Michigan for 10 wonderful years. During that time, I applied for positions with greater responsibility in different areas of the laboratory to expand my knowledge on system functionality. I started as a molecular technologist, and after several years, held many other titles including assistant supervisor of lab customer service, phlebotomy manager, and system manager for send outs.

Samantha Aldrich

I held the latter role during the COVID-19 outbreak, and that’s how I met Mayo Clinic Laboratories’ Michigan regional service representatives team. I came to appreciate the unique and valuable role of the regional service representatives and applied for an open position. Now, I am proud to say I have worked with Mayo Clinic Laboratories for more than two years.


What’s your current role and what does a typical workday look like for you?

As a regional service representative on our awesome field service team, I serve as a client advocate. My focus is to assist sendout laboratories with operations, service, education, and training. There is no typical workday for me and I’m grateful for the variety, flexibility, and opportunities the position affords. I visit with our clients in person because onsite meetings are essential for us to build meaningful relationships, operationalize Mayo Clinic IT solutions at the bench, and make real-time observations for targeted improvement. These tailored visits are an excellent way to show our clients the value of a partnership with Mayo Clinic Laboratories.


How do you think your work benefits providers and patients?

Regional service representatives benefit patients and providers directly and indirectly. Some days, we work directly with a lab to connect their rural patient to another institution we partner with for a blood draw. Then we have specialized testing sent to Mayo Clinic. Other days, we work with an entire institution to set up an electronically tracked self-collection process for pediatric patient test monitoring. It’s a blessing to have a position where our team adds value to the patient care process.


Is there anything about you or your job that others might find surprising?

Folks might find it interesting to know how involved regional service representatives are in the development of new customer-facing technologies for Mayo Clinic Laboratories. Regional services representatives act as business subject matter experts and relay what clients may need in certain platforms accurately. IT solutions like Message Center, Activity Metrics, and Notifications all require passionate regional service representative volunteers to develop, test, and implement successfully. As the only reference laboratory with a dedicated service-based team, we offer unique support that’s more comprehensive, tailored, and devoted to our clients’ operational needs. Also, bringing new solutions to clients is fun!


Which part(s) of your job is the most challenging, and why?

It’s challenging when we can’t offer a preferred solution. The role of a regional service representative is to advocate for our clients and add value to their operations. When we are unable to fully fix an issue or must delay a resolution, it can be frustrating for the client and our team.


What gives you meaning and purpose in your work?

My clients, my colleagues and teammates, Mayo Clinic Laboratories as a whole, and my personal love of laboratory testing motivate me to come to work every day. It’s incredible to have all these qualifiers aligned and a career that’s meaningful and rewarding. I feel very lucky to be a regional service representative with Mayo Clinic Laboratories.

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