Spec, Technical - Medical Advisor Team- Chantilly, VA req62353
Posted on: 14 Apr 2021
Chantilly, VA
Job Description
Job Description
Spec, Technical - Medical Advisor Team- Chantilly, Virginia - Monday to Friday
JOB SUMMARY:
Medical Advisor Technical Specialists (MATS) triage all medical and technical inquiries received from Client Services and at times, from clients themselves. These inquiries are received electronically (via Agent Desktop; ADT or email), by telephone, in writing or in person. The MATs must leverage technical, scientific, regulatory and laboratory experience and knowledge, apply critical thinking skills, and execute case-by-case decision making in order to effectively triage inquiries. Many of these inquiries can be handled directly and resolved immediately by MATS. Others require input from or escalation to laboratory personnel, esoteric customer solutions specialists, technical directors, and/or medical subject matter experts. MATS interact directly with clients to characterize the nature of the inquiry and appropriately resolve the issue at hand, or alternatively, assess when a request requires a medical or specific technical subject matter expert. Each inquiry is unique and requires execution of independent problem solving and decision-making skills to effectively identify, investigate, and resolve issues at hand. In addition to triaging informational, technical, and medical inquiries, MATs must also often utilize basic customer service skills to address customer issues such as TNPs, discordant results, specimen routing, refunds, credits, and other laboratory issues, as well as diffuse client concerns and provide reassurance. They act as direct liaisons between the Esoteric Medical Advisor team and laboratory colleagues.
JOB RESPONSIBILITIES:
* Independently triages all medical and technical inquiries received from Client Services, with minimal to no supervision.
* Directly interfaces with Esoteric Medical Advisors to provide strategic direction to technical specialist roles and processes.
* Independently evaluates client inquiries to ensure appropriate handling via direct closure, laboratory personnel involvement, and/or escalation to the Esoteric Medical Advisor team or other appropriate subject matter expert.
* Directly handles technical and laboratory inquiries by telephone regarding verbal reporting of results, concerns of service failures and other duties as needed to provide exceptional customer satisfaction.
* Reports laboratory results requested by clients using established protocols.
* Collaborates with laboratory colleagues for inquiries requiring laboratory investigation, response, or repeat testing.
* Documents all adjudication of inquiries received and maintains appropriate records.
* Contacts clients to resolve routine or technical matters related to patient testing and result reporting.
* Uses established protocols for reporting client concerns.
* Independently initiates research and/or resolution of complex questions, as necessary, during the handling of medical inquiries.
* Possesses a thorough knowledge of the laboratory's operation processes and appropriate contacts thus enabling him/her to assist Client Services with unusual or complex problems as necessary.
* Collaborates with training specialists to provide pertinent training to new hires.
* Expediently resolves discrepancies that occur in test orders, as a result of a client inquiries.
* Provides complete and direct client follow-up, as required, following client interaction with laboratory, technical, and/or medical personnel.
* Actively identifies and reports quality service issues and provides appropriate feedback to the management and training teams.
* Recognizes and reports any perceived or identified potential issues with tests or results obtained either by direct client interaction or identified over time by metric monitoring software or other sources.
JOB REQUIREMENTS:
Education:
Associate or BS in Life Sciences or equivalent combination of education and extensive relevant experience
Experience:
2 3 years of laboratory experience; previous client service experience preferred.
* Broad technical/laboratory knowledge base.
* Knowledge of Quest tests and offerings.
* Broad knowledge of specimen requirements for medical laboratory tests.
* Demonstrated problem solving ability and leadership skills.
* Excellent interpersonal and communication skills necessary to effectively interact with all Quest Diagnostics personnel and customers.
* Ability to work independently and with minimal to no direct supervision under stressful situations.
* Ability to handle confidential information in a discreet manner.
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
