Specialized Testing Associate I

Quest Diagnostics

1d•Hybrid

About The Position

The Specialized Testing Associate I supports direct clients and Business Unit clients across all aspects of specialized testing, with a focus on relationship management, expedited problem resolution, and issue escalation. The role monitors specialized testing orders from creation through reporting, responds to customer inquiries, serves as a liaison between clients and technical departments, and helps improve service quality and efficiency. The position is hybrid and may be based in San Juan Capistrano, California; Lewisville, Texas; or Chantilly, Virginia. The stated schedule is Monday to Friday, 5:00 AM to 1:30 PM.

Requirements

At least four years of successful customer service experience in an advanced customer service role.
Previous medical or clinical laboratory background.
High school diploma or equivalent.
Knowledge of proper telephone etiquette for handling customer inquiries.
Basic knowledge of operating office equipment.
Broad knowledge of specimen requirements for medical laboratory tests and sample preservation requirements for different methods.
Thorough knowledge of laboratory operations.
Comprehensive knowledge of medical and laboratory terminology.
Understanding of the importance of quality service and how it is measured.
Excellent oral and written interpersonal and communication skills for interacting effectively with customers and coworkers.
Strong computer skills, including Word, Excel, PowerPoint, and Access.
Ability to multitask and work in a fast-paced environment.
Ability to work under pressure with a high degree of accuracy.
Strong organizational skills.
Ability to analyze and solve problems.
Good listening skills.
Ability to maintain a professional and tactful manner in stressful situations.
Comfortable interacting with technical staff and other departments.
Ability to handle client information confidentially.

Nice To Haves

Bachelor’s degree in a life science, business, customer relations, or related field.
MLT or MT certification.

Responsibilities

Monitor specialized testing orders from creation to reporting.
Respond to customer inquiries by telephone, fax, or email about patient results, tests and services, and service failures.
Serve as a liaison between clients and technical departments.
Proactively identify opportunities to reduce service failures for client accounts.
Contact clients to resolve issues related to patient testing and result reporting.
Resolve specialized testing problem samples, including accessioning, labeling, work sheeting, and delivery to the testing bench using established protocols.
Complete specialized test additions, including accessioning, labeling, and delivery to the testing bench using established protocols.
Research specialized testing-related referral testing inquiries and problems.
Provide laboratory results to clients using established protocols.
Document call history in the required system and maintain complete and accurate records.
Provide clients with information about supplies, new tests, services, and products.
Educate and guide clients about Quest Diagnostics laboratory processes and services.
Troubleshoot and triage routine and complex medical or technical requests.
Cancel or delete testing using established protocols.
Report and escalate client concerns using established protocols.
Maximize quality and efficiencies to meet department goals.
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 who work 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.
Eligible candidates may receive annual performance bonus compensation.