Client Operations Manager

Quest Diagnostics • Chantilly, VA

8h • Onsite

About The Position

Manage and direct all aspects of the customer service call center operations for assigned sites.

Requirements

• Minimum of five (5) years of professional experience in a leadership role in a customer service environment
• Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Broad understanding of the laboratory business and its service requirements
• Thorough knowledge of the laboratory’s operations.
• Comprehensive knowledge of medical and laboratory terminology.
• Understand the importance of Quality Service and how it is measured.
• Excellent leadership, interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Ability to foster a positive and productive work environment by building, leading and motivating the team.
• Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
• Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems.
• Strong organizational skills.
• Ability to analyze and solve problems.
• Ability to maintain professional and tactful manner in stressful situations.
• Exhibit comfortable interaction with technical staff and other departments.
• Ability to deal with client information in a confidential manner
• Bachelor’s Degree in a Life Science, Business, Customer Relations or related field.
• In lieu of degree, years of equivalent, relevant experience will be considered.

Nice To Haves

• Minimum of five (5) years previous clinical laboratory experience preferred.
• Six Sigma Certified Green Belt

Responsibilities

• Responsible for the supervision, coaching, monitoring, training and performance management of assigned staff.
• Implement and review relevant processes, policies, and standard operating procedures.
• Responsible for service issue resolution, reduction in service defects, problem tracking/reporting for sales representatives and others.
• Facilitates cross-functional initiatives to reduce defects and improve processes.
• Partners with other internal departments (Sales, Billing, IT and all laboratory operations) to establish relationships and problem-solving processes that are seamless to the external customer.
• Ensure efficient and effective daily client communications of samples being held for TIQs as well as ensuring timely client communication of Priority values, STATs and TNPs per SOP.
• Consolidate reports of daily, weekly and monthly trends.
• Report all relevant statistics to senior management.
• Follow-up with laboratories regarding challenges with test status or results.
• Identify and follow-up on IT related issues and make recommendations for service enhancements by submitting LIS RFS documentation.
• Identify and follow-up with IT regarding telecom problems including service enhancements.
• Oversees on-boarding of new clients to ensure smooth transition and favorable assimilation into Quest.
• Develop strategies for addressing chronic service failures to facilitate permanent resolution.
• Ensures compliance with the established quality standards and actively participates in monitoring corrective action and its effectiveness.
• Oversees analysis of account problems and expedites their resolution; establishes practices to support field representatives with managing their account activity, problem resolution, and monitoring of key accounts.
• Oversee execution of customer satisfaction survey process, client communications, and monitoring of key or “at risk” accounts and management reporting.
• Ensure department compliance with all company policies and government regulations.
• Analyze business needs to forecast budgetary requirements and prepare budget report as required.
• Monitor department expenses and keep spending in line with budget.
• Other duties as assigned.
• This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Benefits

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program
• Blueprint for Wellness® healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level