Problem Resolution Specialist (Mon-Fri) - Irving, TX req55800

Quest Diagnostics
1 reviews

Posted on: 27 Mar 2021

Irving, TX

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Job Description

Job Description

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.

JOB SUMMARY:
Coordinate activities to maximize client satisfaction through a close-loop problem resolution process. Monitors client registered service failures and the timelessness and appropriateness of the functional groups' response. Interacts with functional groups to analyze chronic service failures and implement corrective actions.

JOB RESPONSIBILITIES:
1. Review Quest Lab's Client Problem Tracking module or other client problem reporting mechanism periodically throughout the day.
2. Maintain a database of client registered service failures using an excel or Access spreadsheet. Reconcile the entries received through Quest Lab e-mail, Quest Lab Client Problem Tracking module or any other client problem reporting mechanisms.
3. Review the timelessness of the functional group's response. Notify the functional group immediately if the turn around time goal is exceeded.
4. Review the root cause description and appropriate of the functional group's corrective action. Notify the functional group if resolution is unclear, inadequate, inappropriate or if documentation is required.
5. Contact clients to ensure that resulting resolution and follow-up activity is satisfactory. Solicit and resolve other outstanding issues or concerns. Circumstances may require a visit to the client's office.
6. Analyze chronic service failures and interact with functional group to develop initiatives designed to improve service levels and prevent reoccurring defects.
7. Coordinate the preparation of a daily, weekly or monthly report and/or bulletin board posting that includes the type/frequency of services failures and the implemented corrective actions.
8. Present recent achievements, ongoing activities and business unit's performance to established goal(s) at monthly senior staff meetings and monthly management meetings.
9. Revise the Standard Operation Procedure (SOP) as needed. Communicate changes to business unit personnel.
10. Schedule and conduct initial training sessions for business unit personnel. Conduct follow-up or retraining sessions if necessary.
11. Interact and provide direction to customer service representatives concerning the initiation of client concerns, the utilization of the Quest Lab Client Problem Tracking or other reporting process and appropriate client follow-up.
12. Provide feedback to customer service representative's manager regarding their utilization of Quest Lab Client Problem Tracking module or other client problem reporting mechanisms and the effectiveness of their client communication.
13. Prepare and monitor requests for service (RFS) that improves the functionality and usefulness of the Quest Lab Client Problem Tracking module.
14. Schedule, facilitate and record minutes of the weekly Customer Satisfaction Team meetings.
15. Contact clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit's problem resolution progress or as requested by the business unit's senior staff.
16. Ensure total compliance with all company policies and government regulations. Maintains required documentation.
17. Manage other projects/responsibilities as assigned by director.

JOB REQUIREMENTS:
Education: Bachelor's Degree in a Life Science, Business, Customer Relations or related field, or equivalent combination of education and extensive relevant experience.

Work Experience: Minimum of four years of successful customer service experience including responsibility for investigating, analyzing and resolving customer concerns.

Special Requirements:
1. Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely.
2. Strong organizational and prioritization skills.
3. Proven problem-solving skills with the ability to develop appropriate resolutions.
4. Demonstrated effectiveness in conveying information both orally and in writing.
5. PC and Quest Lab Skills.
6. Experience with word processing, spreadsheet and database applications (MS Word, PowerPoint, Excel, Access).

Key Word Search: customer service, problem resolution, problem solve, troubleshoot, monitor, coordinate, document.

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