Problem Resolution Representative

Quest Diagnostics • Marlborough, MA

3d • $25 - $28

About The Position

The Problem Resolution Representative is primarily responsible for resolving issues related to testing and reporting of Histology and Cytology specimens in the Anatomic Pathology (Histology and Cytology) department. The role communicates with and educates clients to expedite patient results, resolves problematic cases, monitors pending work, locates missing samples, and investigates client inquiries. It also supports priority handling of samples with limited stability, documents problems in the laboratory information system, and notifies internal and external clients about issues or resolutions affecting test results. The position is based in Marlborough, Massachusetts, and the stated schedule is Monday through Friday, 8:00 AM to 5:00 PM.

Requirements

• Three years of experience in an AP Support environment.
• High school diploma or equivalent.
• Functional knowledge of medical terminology.
• PC skills, including working knowledge of MS Office.
• Strong data-entry skills.
• Excellent clerical, organizational, phone, and communication skills.
• Strong problem-solving skills.
• Ability to lift and carry objects weighing 1–10 pounds frequently, 11–25 pounds occasionally, and 36–50 pounds seldom; objects over 50 pounds are not to be lifted or carried without assistance.
• Ability to stand and work at the bench for long periods.
• Frequent walking and/or standing.
• Ability to use a wide variety of manual tools and laboratory instruments and apparatuses requiring significant manual dexterity.

Responsibilities

• Communicate with and educate clients in order to expedite patient results.
• Resolve problematic Histology and Cytology cases.
• Pull and monitor worklists and pending lists.
• Locate missing patient samples.
• Enter TIQ problems into the LIS.
• Provide priority handling of patient samples with limited stability and problems impacting their processing.
• Research, investigate, and resolve incoming client faxes and phone calls.
• Notify external and internal clients of problems or resolutions affecting patient test results.
• Resolve and process name mismatches, notify clients, and provide follow-up documentation for reporting purposes.
• Demonstrate and convey understanding of compliance policies relating to test ordering, test reporting, add-on tests, TNPs, reflex tests, and custom panels; research test-ordering information as needed.
• Demonstrate proficiency and understanding of all job duties and SOPs related to problem resolution.
• Perform other duties as assigned.

Benefits

• Day 1 medical, supplemental health, dental, and vision benefits 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 a 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
• Career Level: Mid Level
• Education Level: High school or GED