Client Service Tech Representative I

QUEST DIAGNOSTICS INC; Indianapolis, Northern (IN, KY); Hybrid; USD 39,000 - 46,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

401(k) match

Paid time off

Job summary

Quest Diagnostics in Indianapolis, IN is seeking a Client Service Tech Representative I to receive, prioritize and resolve customer and technical inquiries. The role is Monday to Friday, 8:30 AM to 5:00 PM, with opportunities to support laboratory clients and patients according to established protocols.

You will troubleshoot questions, provide education on lab processes, and document interactions while maintaining accuracy and confidentiality.

Qualifications

• High School Diploma or Equivalent is required.
• English language proficiency is required.
• Experience in clinical laboratory or customer service is preferred.

Responsibilities

• Receive, prioritize and resolve customer inquiries and complaints.
• Troubleshoot inquiries and follow up with customers on unresolved issues.
• Document interactions accurately and maintain records.
• Provide education to clients about lab processes and sample handling.
• Escalate issues to supervisors when needed and support process improvements.

Skills

Interpersonal skills

Communication skills

Multitasking

Problem solving

Education

High School Diploma or Equivalent

Tools

Word

Excel

Job description

Job Description

Client Service Tech Representative I - Indianapolis, IN, Monday to Friday, 8:30 AM to 5:00 PM

Pay range: $18.73+ per hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits information: We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours


• Best-in-class well-being programs


• Annual, no-cost health assessment program Blueprint for Wellness®


• healthyMINDS mental health program


• Vacation and Health/Flex Time


• 6 Holidays plus 1 '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, plus buy-up option


• Flexible Spending Accounts


• Annual incentive plans


• Matching gifts program


• Education assistance through MyQuest for Education


• Career advancement opportunities


• and so much more!

Receive,prioritizeand resolve problems for customers and technical departments. Handle routine manual and interface problems andconcerns.

Responsibilities

• Use proper telephone etiquette and all available resources torespond to incoming customer inquiries,requests ,and complaints competently and courteously.


• Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.


• Follow through in a timely manner to resolve all issues and concerns.


• Complete all required documentation associated withcontacts and resolution. Maintain complete and accurate records.


• Report laboratory results to clients and patients using established protocols.


• Research and resolve more complex customer issues, including those referred by CSR I, II and Assistants.


• Receive report for missing specimens and resolve the issues with proper documentation andcommunication with affected customers according to established policies. This includes missing specimens that have been accessioned, those not reported by customers and notaccessionedand specimens identified on the interface pending lists.


• Assists technical departments as required for problem resolution.


• Provide education and guidance to clients aboutlab processes and the appropriate handling and shipping of samples.


• Perform appends, deletes, editsanddemographic changes to ensure appropriate handling,testingand reporting of test results.


• Process confirmation and corrected reports as required.


• Process return specimens to clients as needed.


• Escalate issues as appropriate to keep supervisor informed ofclient concerns,problems, or deviations from established procedures.


• May provide coaching and/or training to less experienced staff.


• Provide suggestions for process improvements to maximize quality and efficiencies in thedepartment


• Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Qualifications

Required WorkExperience:

• Three(3)to five(5)years of clinical laboratory or customer service experience.

Preferred Work Experience:

• Previousclinical laboratory and/or customer service in a call center environment preferred.

Physical and Mental Requirements:

• Sitting for long periods of time.


• Repeating motions that may include the wrists, hands, and/or fingers. (Typing)

Knowledge:

• Proper telephone etiquette to handle customerinquiries


• Basic knowledge of operating office equipment


• Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.


• Good understanding offundamentalmedical and laboratory terminology.


• Understand the importance of Quality Service and how it ismeasured

Skills:

• Excellent interpersonal and communication skills(oral and written)necessary to effectively interact with customers andco-workers


• Proficiency in basic computer skills (Word, Excel)


• Abilityto multitaskand work in a fast-pacedenvironment


• Ability to work under pressure with a high degree ofaccuracy


• Strong organizational skills


• Ability to analyze and solve problems.


• Good listening skills


• Ability tomaintain a professional and tactful mannerin stressfulsituations


• Exhibit comfortable interaction with technical staff and otherdepartments


• Demonstrated ability to coach or train otherreps


• Ability to deal with client information in a confidentialmanner

Education

• High School Diploma or Equivalent (Required)

Languages

• English (Required)

Licenses and Certifications

• Medical Lab Technician Certification (Preferred)


• Medical Technologist Certification (Preferred)

69873

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.