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 Rep, Client Service II in our Lenexa, KS location.
Schedule: Monday – Friday, 8am – 5pm
Full-time, 40 hours weekly
*Salary dependent upon experience*
REQ # 3779131
Basic Purpose:Handle all inbound, customer contact received by telephone, electronically, in writing and in person. Troubleshoot inquiries. Follow-up with customers on issues that cannot be resolved immediately. Handle more complex customer issues and ensures proper escalation, when appropriate. Place outbound calls to clients in accordance with call log procedures and policies. May provide coaching, training and support to CSR I and CS Assistants._____________________________________________________________________________________________Principal Duties:• Handle all customer inquiries received by telephone, fax or email regarding reporting of patient 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 the required format and maintain complete and accurate records.• Contact the client to resolve routine 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 issues, including those that have been referred by CSR I and Assistants.• May provide training to new hires.• Coach or mentor less experienced staff.• May assist Group Leader in the delegation of work in the absence of the supervisor or manager.• Responsible for maximizing quality and efficiencies to meet department • Leads by example in demonstrating “gold standards” behaviors • Performs other duties as required to meet the customer requirements. 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: Minimum high school diploma or equivalentWork Experience: Previous medical (Minimum 18 mos. in position or Equivalent Experience) or customer service background preferred.Other: • Demonstrated strong customer service and interpersonal communication skills. Able to speak the English language clearly and effectively communicate to caller and peer group• Demonstrated strong writing and composition skills.• Ability to work in a team environment• Strong organizational skills• Demonstrated ability in handling of complex issues and strong Problem Solving skills • Demonstrated composure in stressful situations• Demonstrated ability to follow company and department policies and procedures• 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 Integrity and a commitment to values• Demonstrated ability to coach or mentor other repsPrincipal Decisions: Describe the most important decisions that are made in the course of doing the job.• Accurate identification and clarification of client or patient request.• Appropriate escalation of issues that are beyond skills or scope of CSR.• Determination of appropriate response to client inquiries and concerns• 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• Advise clients and staff with complex, procedural questions
After clicking the button at the top or bottom of the page to Submit, applicants will answer a series of questions and upload or enter resume information. After submitting for this job opening, watch your email inbox (and spam filter). Applicants are sent an email inviting them to complete a required online interactive evaluation, to demonstrate knowledge and abilities, and allow Quest Diagnostics to learn more about them.
If you need assistance with the online application or have questions about the application process, please contact our Talent Acquisition team at 262-439-1939.
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 diagnostic information services in a professional, accessible and informative way. Our workforce is diverse and talented and believes in our vision: 'Empowering Better Health with Diagnostic Insights.'
[All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities.]
Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity. Quest Diagnostics does not discriminate against individuals with disabilities. If you need assistance in completing an employment application please email [Click Here to Email Your Resumé] or call 262-439-1939 for assistance or an accommodation.