Health System Services Associate I
About The Position
Supports assigned Health Systems Tier 1 accounts, focusing on relationship management, problem resolution, and escalation of issues. Troubleshoots complex medical and technical requests as well as routine requests. Handles client inquiries about patient results, tests, services, and service failures; reports laboratory results according to established protocols; documents interactions accurately; and provides information, education, and guidance about supplies, tests, services, products, and laboratory processes. The role is based in Lewisville, Texas, and is scheduled Sunday through Thursday, 8:00 AM to 5:00 PM. Pay starts at $25.92 per hour. Salary offers consider relevant skills, training, experience, education, certifications where applicable, and market and organizational factors. Successful candidates may be eligible for annual performance bonus compensation.
Requirements
- Minimum of 5 years of successful customer service experience.
- Previous medical or clinical laboratory background required.
- Knowledge of medical terminology and laboratory procedures.
- Outstanding customer service, interpersonal, and communication skills.
- Ability to handle complex issues and remain composed in stressful situations.
- Strong PC skills, including Excel, Word, PowerPoint, and Access.
- Ability to multitask and thrive in a fast-paced environment.
- Solid organizational and problem-solving skills.
- Customer-focused and detail-oriented.
- High school diploma or equivalent required.
Nice To Haves
- Bachelor’s degree in life science, business, customer relations, or a related field preferred.
Responsibilities
- Handle customer inquiries received by telephone, fax, or email regarding patient results, tests and services, and service failures.
- Proactively identify opportunities to reduce service failures for assigned accounts.
- Contact assigned clients to resolve routine matters related to patient testing and result reporting.
- Report laboratory results to clients using established protocols.
- Document reporting or call history in the required format and maintain complete and accurate records.
- Provide information concerning supplies, new tests, services, and products.
- Educate and guide clients about Quest Diagnostics laboratory processes.
- Troubleshoot routine and complex medical or technical requests.
- Report and escalate client concerns using established protocols.
- Maximize quality and efficiency to meet department goals.
- Understand the importance of Quality Service and how to measure it.
- Perform other duties as assigned to meet business needs or customer requirements.
Benefits
- Day 1 medical, supplemental health, dental, and vision coverage for full-time employees working 30 or more hours.
- Well-being programs.
- Annual no-cost Blueprint for Wellness health assessment program.
- healthyMINDS mental health program.
- Vacation and Health/Flex Time.
- Six holidays plus one “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, with 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.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
