Rep Svc Solutions- Teterboro, NJ req57224
Posted on: 27 Jan 2021
Teterboro, NJ
Job Description
Job Description
Rep Svc Solutions- Teterboro, New Jersey - Monday to Friday, 8:30 am-5:00 pm (Rotational Saturday)
JOB SUMMARY
Troubleshoot complex medical, technical and routine requests. Receives, resolves, and follows-up with the most complex customer issues that cannot be resolved immediately. Acts as liaison between field sales force and laboratory operations using client incident tracking including physician, hospital and managed care incident tracking and reporting. Responsible for managing customer relationships of assigned accounts to ensure they receive high quality service, including prospective monitoring of key and/or at-risk accounts.
JOB REQUIREMENTS:
Monitors and engages with new, key and/or at risk accounts. New accounts are monitored for 45 days; key accounts are monitored for time period set by Service Solutions Manager; at risk accounts are monitored until they are flagged as saved by Sales.
Provides education and guidance to new clients about Quest Diagnostics lab processes.
Aids the Service Solutions Manager in reviewing and maintaining the problem resolution files and ensuring communication to sales representatives and clients.
Ensures internal problem resolution for clients aligned with representatives and maintains documentation in accordance with SOPs.
Partners with Billing and IT to ensure timely and accurate resolution of client issues.
Facilitates trouble-shooting of issues by engaging appropriate Business Unit personnel to resolve service failures. Determine appropriate medium for communicating same.
Works with Service Solutions Manager to develop efficient data collection and analysis systems that support a standard approach to service and improving the image of Quest Diagnostics. Data collection process should include feedback mechanisms that are part of continuous improvement initiatives.
Provides direct support via telephone or client visits as needed.
Partners with business unit leadership on customer outreach activities (vacant territories, strategic and at-risk clients, etc).
Prepares communication materials such as Dear Client Letters, new materials, etc. for account representatives to use with clients.
Educates clients on new products and services offered by Quest Diagnostics.
Works in concert with field representatives to develop and implement client-based strategies.
Contacts clients who submitted a client satisfaction survey that expressed dissatisfaction with the business units problem resolution process or as requested by business units SLT.
Provides feedback to Client Services Leadership.
JOB REQUIREMENTS:
Education and experience required.
2-5 years technical or customer service experience
BA preferred
Broad understanding of the laboratory business and its service requirements
Proficient desktop skills, including Excel, Word, internet etc.
Demonstrated strong customer service and interpersonal communication skills.
Demonstrated strong writing and composition skills.
Ability to work in a team environment
Strong organizational skills
Problem Solving
Action Oriented
Composure
Knowledge of billing system a plus.
Principal Decisions:
Accurate analysis of service failures and recommendation of corrective action.
Determination of appropriate response to sales representative or client complaints.
Maintenance of complete and accurate records of all communications.
Suggestions for development of client education materials.
Quest Diagnostics
Secaucus, NJ
Company Overview
Quest Diagnostics empowers people to take action to improve health outcomes. Derived from the world's largest database of clinical lab results, our diagnostic insights reveal new avenues to identify and treat disease, inspire healthy behaviors and improve health care management. Quest annually serves one in three adult Americans and half the physicians and hospitals in the United States, and our 46,000 employees understand that, in the right hands and with the right context, our diagnostic insights can inspire actions that transform lives.
At a Glance
Quest Diagnostics is the world’s leading provider of diagnostic information services
Generated 2018 revenues of approximately $7.53 billion
Publicly trades common stock on the New York Stock Exchange (NYSE: DGX). More in Investor Relations
Ranks as a component of the S&P 500
Touches the lives of 30 percent of American adults each year
Serves about half of the physicians and hospitals in the U.S
Access to approximately 90% of U.S. insured lives
Engages workforce of about 46,000 employees dedicated to putting patients first every day
More than 6,600 patient access points, the most extensive network in the U.S.,
including phlebotomists in physician offices and more than 2,250 of our own
patient service centers
A medical and scientific staff of more than 600 M.D.s and Ph.D.s
Logistics capabilities, that include approximately 3,750 courier vehicles and 25 aircraft that collectively make tens of thousands of stops daily
Offers physicians a test menu that is industry leading in breadth and innovation. Our test menu ranges from routine biological tests to complex and specialized molecular and gene-based testing as well as anatomic pathology
Provides a broad range of solutions for employers, including workplace drug testing for employers and government agencies; the Blueprint for Wellness employee wellness service; and risk assessment services for the life insurance industry
Publishes original research in peer reviewed publications, at medical and scientific conferences, and as a public service. Quest Diagnostics Health Trends reports examine trends in diseases based on the company’s United States database. Quest Diagnostics Drug Testing Index (DTI) reports examine trends in workplace drug testing, and have been considered a benchmark for U.S. workforce drug positivity trends since 1988
Recognition
Named to Fortune Magazine's 2019 World's Most Admired Companies list in the Health Care industry category of "Pharmacy and Other Services" for the third consecutive year
Among FORTUNE® Magazine's 2018 Fortune 500® companies
Ranked on the Forbes® 2018 Global 2000
Ranked on the “Barron’s 500” list of top-performing large companies for 2017
Named a member of the Dow Jones® Sustainability World and North America indexes since 2004 (DJSI World) and 2005 (DJSI North America). The Dow Jones Sustainability World Index represents the top 10% of the leading sustainability companies out of the biggest 2,500 companies in the Dow Jones Global Total Stock Market Index
Earned a place on the annual Newsweek Green Rankings, for the fourth consecutive year on the 2017 U.S. list
Consistently named one of the best places to work in U.S. business journal rankings, including Forbes® 2018 America's Best Large Employers
Achieved Cancer Gold Standard™ accreditation from the CEO Roundtable on Cancer, recognizing our important actions to reduce the cancer risk of employees and their families
Received a rating of 100 from the Human Rights Campaign on the 2018 Corporate Equality Index, earning the distinction of being a "Best Place to Work for LGBT Equality"
Named a DiversityInc Noteworthy Company for the second consecutive year in 2018
Read more about awards and honors.
Read more about our Reputation Honors and Corporate Social Responsibility programs.
Products and Services
Diagnostics information services
Clinical trials
Healthcare IT
Wellness & risk management
Drug Screening
Read more about products and services.
Operations
Headquarters in the U.S.: 500 Plaza Drive, Secaucus, New Jersey 07094
Approximately 2,200 patient locations and dozens of clinical laboratories throughout the U.S.
In addition to the U.S., Quest Diagnostics operates clinical laboratories in laboratory facilities in Gurgaon, India; Heston, England; Mexico City, Mexico; and San Juan, Puerto Rico
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IndustryHealthcare
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No. of EmployeesApproximately 45,000
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Website
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Jobs Posted8045
