Health System Services Associate I

Quest Diagnostics•Lewisville, TX

About The Position

The Health System Services Associate I supports assigned Health Systems Tier 1 accounts, focusing on relationship management, problem resolution, and escalation of issues. The role handles routine and complex medical or technical requests and supports clients with patient testing, laboratory results, and Quest Diagnostics processes. The position is based in Lewisville, Texas, and is scheduled Tuesday through Saturday, 8:00 AM to 5:00 PM. The stated pay range starts at $25.28 per hour. Salary offers consider relevant skills, training, experience, education, and applicable certifications, along with market and organizational factors. Successful candidates may be eligible for annual performance bonus compensation.

Requirements

At least 5 years of successful customer service experience.
Previous medical or clinical laboratory background.
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.

Nice To Haves

Bachelor’s degree, preferably in Life Science, Business, Customer Relations, or a related field.

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 about 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 efficiencies 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

Medical, supplemental health, dental, and vision coverage for full-time employees working 30 or more hours.
Well-being programs.
Annual no-cost health assessment program.
Blueprint for Wellness® 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 a buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.