The Journey Begins with you. There's quite a distance between wondering and knowing. And for patients waiting for answers to important health questions, it's a road they want to travel as quickly as possible.
At Quest Diagnostics Incorporated, we understand urgency. But more than speed, we focus our energies on accuracy. Currently, we seek a Responsibilities Currently, we seek a Service Solutions Representative s As a Service Solutions Representative, you will perform the daily activities as described below: Basic Purpose: Service Solutions Representatives troubleshoots both 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 fields sales force and laboratory operations and client incident tracking including physician, hospital and managed care incident tracking and reporting. Responsible for managing customer relationships of assigned accounts to ensure that they receive high quality service, including prospective monitoring of key and/or at-risk accounts. Duties and Responsibilities: 1. Ensures internal problem resolution for clients aligned with representatives and maintains documentation in accordance with standard operating procedures (SOP's). 2. Aids the Client Solutions Manager in reviewing and maintaining the problem resolution files and ensuring communication to sales representatives and clients. 3. Engages appropriate Business Unit managers to assist in trouble-shooting complaints of service failures. Determine appropriate medium for communicating same. 4. With Client Solutions Manager, develops 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. 5. Develops and maintains knowledge of test offerings and services provided by competitors and utilize this information to solidify or enhance Quest Diagnostics' market position. 6. Provides direct customer support via telephone or client visits as needed. 7. Prepares communication materials such as Dear Client Letters, new materials, etc. for account representatives to use with clients. 8. Monitors and engages with key and/or at risk accounts. 9. Educates clients on new products and services offered by Quest Diagnostics. 10. Works in concert with field representatives to develop and implement client-based strategies. 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. Education: High school diploma or equivalent required. BA/BS degree preferred. Work Experience: 2-5 years technical or customer service experience. Proficient desktop skills, including Excel, Word, Internet etc. Demonstrated strong customer service and interpersonal communication skills. Demonstrated strong writing and composition skills. Special Requirements: 1. 2-5 years technical or customer service experience. 2. Broad understanding of the laboratory business and its service requirements. 3. Ability to work in a team environment. 4. Strong organizational skills. 5. Knowledge of billing system a plus. 6. Must be flexible and available based on staffing requirements; weekends, holidays and overtime. 7. Demonstrates good organization, communication, and interpersonal skills; is able to manage concerns of patients and employees in a professional manner. 8. Capable of handling multiple priorities in a high volume setting. Key Word Search: call center client account service medical laboratory technician technologist bachelor degree Realistic Job Preview Before applying for this job opportunity, please click upon the link at the bottom right to return to the Careers log in page and view a Realistic Job Preview (RJP) to witness a Day in the Life of a Quest Diagnostics professional in this role. Closing Statement Quest Diagnostics has many career opportunities for individuals whose talent, initiative and dedication will complement our belief that the patient comes first and that values do matter. We work to earn our customers' trust every day by providing the highest quality products and services in a professional, accessible and informative way. Our workforce is diverse and talented and believes in our vision: "Dedicated people improving the health of patients through unsurpassed diagnostic insights."
[All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities.]
Quest Diagnostics is an Equal Opportunity Employer (EEO).
