Health System Services Associate I

Quest Diagnostics•Lewisville, TX

6d•$26

About The Position

The Health System Services Associate I supports assigned Health Systems Tier 1 accounts, with a focus on relationship management, resolving problems, and escalating issues. The role handles both complex medical or technical requests and routine inquiries, including questions about laboratory testing, patient results, services, and service failures. The position is based in Lewisville, Texas, and is scheduled Tuesday through Saturday, 8:00 AM to 5:00 PM.

Requirements

At least 5 years of successful customer service experience.
Previous medical or clinical laboratory background.
Knowledge of medical terminology and laboratory procedures.
Demonstrated 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 in life science, business, customer relations, or a related field.

Responsibilities

Handle customer inquiries received by telephone, fax, or email about patient-result reporting, 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 and call history in the required format and maintain complete, 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 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.