Rep Client Service - Tech II- Lewisville, TX req59770

Quest Diagnostics
1 reviews

Posted on: 1 Feb 2021

Lewisville, TX

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Job Description

Job Description

Rep Client Service - Tech II- Lewisville, Texas - Sat-Wed noon-8:30pm

Questions and Answers. In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. Youll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and thats why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Basic Purpose:
Handles all inbound customer contact received by telephone, electronically, in writing and in person. Troubleshoots both complex medical/technical and routine requests. Handles the most complex customer issues that cannot be resolved immediately. May provide coaching, training and support to CSR I, II and Assistants. Acts as a liaison between Client Services and the laboratories.

Principal Duties:
Handle all customer inquiries received by telephone, fax or email regarding reporting of results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service
Report laboratory results to clients and patients using established protocols
Document reporting or call history in required format and maintain complete and accurate records
Contact the client to resolve routine or medical/technical matters related to patient testing and result reporting
Report client concerns using established protocols
Provides education and guidance to clients about Quest Diagnostics lab processes
Understands the importance of Quality Service and how it is measured
Escalates issues as appropriate using established protocols
Provide research and resolution on complex medical/technical issues, including those that have been referred by Tech Rep I, CSR I, II and Assistants
May provide technical training to new hires
Educate clients on new products and services
Coach or mentor less experienced staff
May accept leadership responsibilities and delegate work in the absence of the supervisor or manager
Responsible for maximizing quality and efficiencies to meet department goals
Leads by example in demonstrating gold standards behaviors
Perform other duties as required to meet the customers requirements
May provide in-service education for department

THE ABOVE STATEMENTS DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THIS IS NOT AN EXHAUSTIVE LIST OF ALL THE DUTIES AND RESPONSIBILITIES THAT AN INCUMBENT MAY BE EXPECTED TO PERFORM.

Qualifications:
Education Preferred: BS in a Life Science required and 5+ years technical or customer service experience
Work Experience: Previous medical / technical or clinical laboratory background required
Other:
Demonstrated strong customer service and interpersonal communication skills. Ability to speak the English language clearly and effectively communicate with caller and peer group.
Demonstrated strong writing and composition skills
Ability to work in a team environment
Demonstrated ability to operate basic office equipment and utilize proficient computer skills
Demonstrated ability to handle multiple tasks and work in a fast paced environment
Demonstrated composure in stressful situations
Demonstrated ability in handling of the most complex issues and strong problem solving skills and judgment
Demonstrated ability to follow company and department policies and procedures
Demonstrates strong organizational skills
Demonstrates a commitment to values and Integrity
Exhibits comfortable interaction with technical staff and other departments
Demonstrated ability to coach or mentor other reps
Excellent knowledge of Medical Terminology required
Principal Decisions: Describe the most important decisions that are made in the course of doing the job.
Accurate identification and clarification of client or patient requests
Appropriate escalation of issues that are beyond skills or scope of CSR.
Determination of appropriate response to client inquiries and complaints
Creation of complete and accurate documentation of all interactions
Suggestions for process improvements related to department operations or client concerns
Accept additional responsibilities with a positive attitude and foster teamwork
Exhibits collaborative interactions with technical staff and other departments
May handle specimens to resolve some complex, technical issues
Advise clients and staff with highly complex, procedural questions
Utilize strong technical expertise of laboratory procedures
Utilize varied resources to obtain medical / technical information necessary to provide advice to clients and staff

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