Client Service Representative Tech I

Quest Diagnostics Incorporated • Lewisville, TX

81d • $19 • Remote

About The Position

Client Service Representative Tech I - Lewisville, TX - Monday-Friday 8:00AM-5:00PM. Receive, prioritize and resolve problems for customers and technical departments. Handle routine manual and interface problems and concerns.

Requirements

• Three (3) to five (5) years of clinical laboratory or customer service experience.
• High school diploma or equivalent is required.

Nice To Haves

• Previous clinical laboratory and/or customer service in a call center environment 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.
• Assist 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

What This Job Offers

• Job Type: Full-time
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees