Job description
Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position,
some of the benefits offered may include:
- Medical/Prescription Drugs
- Dental
- Vision
- Flexible Spending Accounts (FSAs)
- Supplemental Health Plans
- 401(k) Plan – Company match dollar-for-dollar up to 5%
- Employee Stock Purchase Plan (ESPP)
- Supplemental Life Insurance
- Dependent Life Insurance
- Short- and Long-Term Disability buy-up
- Blueprint for Wellness
- Emotional Well-Being Resources
- Educational Assistance
- Paid time off / Health Time
- Variable Compensation Plans
- Sales Incentive Plans
Responsibilities:
- Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
- Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
- Research and resolve more complex customer issues, including those referred by CSR I and Assistants.
- Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
- Report priority and critical results to clients following established procedures for reporting and documentation. Follow all policies with regard to follow-up and shift change hand-off of information.
- Report TNPs to clients by phone and process when contact is complete.
- Report laboratory results to clients and patients using established protocols.
- Follow through in a timely manner to resolve all issues and concerns.
- Provide education and guidance to clients about lab processes.
- Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures.
- May provide coaching and/or training to less experienced staff.
- Provide suggestions for process improvements to maximize quality and efficiencies in the department
- Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.
QUALIFICATIONS
Required Work Experience:
- Two (2) to three (3) years customer service and/or related health care experience required.
Preferred Work Experience:
- Previous clinical laboratory and/or customer service in a call center environment preferred.
Physical and Mental Requirements:
- Sitting for long periods of time.
- Repeating motions that may include the wrists, hands and/or fingers. (Typing)
Knowledge:
- Proper telephone etiquette to handle customer inquiries
- Basic knowledge of operating office equipment
- Basic understanding of fundamental medical and laboratory terminology
- Understand the importance of Quality Service and how it is measured
Skills:
- Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
- Proficiency in basic computer skills (Word, Excel, Outlook)
- Ability to multi-task and work in a fast-paced environment
- Strong organizational skills
- Ability to analyze and solve problems.
- Good listening skills
- Ability to maintain professional and tactful manner in stressful situations
- Ability to deal with client information in a confidential manner
EDUCATION
- High School Diploma or Equivalent(Required)
For a full list of Quest Diagnostics careers, please visit:
Quest Diagnostics Careers
All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity / Citizenship.
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