Client Service Representative - Tech I
Quest Diagnostics•Lewisville, TX
•Onsite
About The Position
Receive, prioritize and resolve problems for customers and technical departments. Handle routine manual and interface problems and concerns. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.
Requirements
- Three (3) to five (5) years clinical laboratory or customer service experience.
- Proper telephone etiquette to handle customer inquiries
- Basic knowledge of operating office equipment
- Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.
- Good 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)
- Ability to multi-task and work in a fast-paced environment
- Ability to work under pressure with a high degree of accuracy
- Strong organizational skills
- Ability to analyze and solve problems.
- Good listening skills
- Ability to maintain professional and tactful manner in stressful situations
- Exhibit comfortable interaction with technical staff and other departments
- Demonstrated ability to coach or train other reps
- Ability to deal with client information in a confidential manner
- High School Diploma or Equivalent (Required)
- English (Required)
Nice To Haves
- Previous clinical laboratory and/or customer service in a call center environment preferred.
- Medical Lab Technician Certification (Preferred)
- Medical Technologist Certification (Preferred)
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.
- Follow through in a timely manner to resolve all issues and concerns.
- Complete all required documentation associated with contacts and resolution.
- Maintain complete and accurate records.
- Report laboratory results to clients and patients using established protocols.
- Research and resolve more complex customer issues, including those referred by CSR I, II and Assistants.
- Receive report for missing specimens and resolve the issues with proper documentation and communication with affected customers according to established policies. This includes missing specimens that have been accessioned, those not reported by customers and not accessioned and specimens identified on the interface pending lists.
- Assists technical departments as required for problem resolution.
- Provide education and guidance to clients about lab processes and the appropriate handling and shipping of samples.
- Perform appends, deletes, edits and demographic changes to ensure appropriate handling, testing and reporting of test results.
- Process confirmation and corrected reports as required.
- Process return specimens to clients as needed.
- 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.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
