Quest Diagnostics · 22 hours ago
Client Service Representative II
200 Forest St, Marlborough, MA, US
Full-time
Remote
Entry, Mid Level
2+ years exp
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Responsibilities
Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
Research and resolve more complex customer issues, including those referred by CSR I and Assistants.
Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
Report priority and critical results to clients following established procedures for reporting and documentation. Follow all policies with regard to follow-up and shift change hand-off of information.
Report TNPs to clients by phone and process when contact is complete.
Report laboratory results to clients and patients using established protocols.
Follow through in a timely manner to resolve all issues and concerns.
Provide education and guidance to clients about lab processes.
Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures.
May provide coaching and/or training to less experienced staff.
Provide suggestions for process improvements to maximize quality and efficiencies in the department.
Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.
Qualification
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Required
Two (2) to three (3) years customer service and/or related health care experience required.
Proper telephone etiquette to handle customer inquiries
Basic knowledge of operating office equipment
Basic understanding of fundamental medical and laboratory terminology
Understand the importance of Quality Service and how it is measured
Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
Proficiency in basic computer skills (Word, Excel, Outlook)
Ability to multi-task and work in a fast-paced environment
Strong organizational skills
Ability to analyze and solve problems.
Good listening skills
Ability to maintain professional and tactful manner in stressful situations
Ability to deal with client information in a confidential manner
High School Diploma or Equivalent
Preferred
Previous clinical laboratory and/or customer service in a call center environment preferred.
Benefits
Day 1 Medical/Dental/Vision for FT employees who work 30+ hours
15 PTO days first year
Paid Holidays
Annual Bonus Opportunity
401(k) with matching contributions
Variable compensation plan (AIP) bonus
Employee Stock Purchase Plan (ESPP)
Employee Assistance Program (EAP)
Blueprint for Wellness
Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours
Opportunities for career advancement
Training provided!
Company
Quest Diagnostics
Quest Diagnostics is a clinical laboratory that offers diagnostic testing, services, and information.
10,001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2.6B2024-08-15Post Ipo Debt· $1.85B
2023-10-30Post Ipo Debt· $750M
1996-12-17IPO· nyse:DGX
Leadership Team
Stephen Rusckowski
Chairman, President and CEO
Mark J. Guinan
CFO EVP Finance
Recent News
Fierce Healthcare
2024-11-08
2024-11-06
2024-10-24
Company data provided by crunchbase
