Mgr, Customer Service

Quest Diagnostics • Oklahoma City, OK

1d • Onsite

About The Position

This role is responsible for planning and coordinating customer service activities, ensuring that commitments are met, and that questions or complaints are processed properly and efficiently. The position also contributes to the development of new procedures and processes and the modification of existing customer service procedures. The manager will direct the preparation and maintenance of records, reports, and other related data on all customer service activities and functions. A key aspect of this role is ensuring the confidentiality of patient information in accordance with laboratory rules and regulations. The manager will conduct and direct a continuing assessment of all customer service procedures, recommending changes for improvement and establishing new requirements to meet laboratory service schedules. Maintaining contact with customers, doctors, and hospitals to stay updated on customer service practices is also a responsibility. This role may perform other duties as assigned.

Requirements

• Must be able to operate basic office equipment, have general computer knowledge and basic typing ability.
• Must have demonstrative customer service skills.
• Must be able to communicate in English both verbally and in writing.
• Must be confident, self-motivated and be able to work unsupervised.
• Requires professionalism in appearance, actions, and attitude.
• Must be able to maintain professionalism in times of heavy workloads and stress.
• Requires teamwork, collaboration, and strict attention to detail.
• Must be dependable, punctual, and demonstrate integrity and commitment to company values.
• Must be able to achieve and maintain department specific metrics.

Nice To Haves

• Experience directly related to healthcare and/or laboratory medicine strongly preferred.
• 3+ years of supervisory experience preferred.

Responsibilities

• Plans and coordinates customer service activities, ensuring that commitments are met, and that questions or complaints are processed properly and efficiently.
• Contributes to the development of new procedures and processes and the modification of existing customer service procedures.
• Directs the preparation and maintenance of records, reports and other related data on all customer service activities and functions.
• Ensure that all laboratory services pertaining to patient information remain confidential and that conditions for release of information be in accordance with laboratory rules and regulations.
• Conducts and directs a continuing assessment of all customer service procedures, determines, and recommends appropriate changes to effect improvement, and establishes new requirements to meet laboratory service schedules.
• Maintains contact with customers, doctors, hospitals, etc., to constantly learn about new developments in customer service practices and procedures.
• May perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager