Customer Care Representative II

Quest Diagnostics Incorporated; Clifton (NJ); On-site; USD 27,000 - 33,000; Full time

Benefits offered by this job

Day 1 Medical coverage

401(k) with company match

Education assistance

Job summary

Quest Diagnostics Incorporated is seeking a Customer Care Representative II in Clifton, NJ, working Monday to Friday, 9:30 AM to 6:00 PM. The role involves handling moderate complexity health-related customer inquiries across multiple channels, while upholding patient confidentiality and providing empathetic, precise information regarding tests and services.

Qualifications include 1–2 years of customer service experience, preference for healthcare familiarity, and strong computer skills

Qualifications

• 1–2 years of related customer service experience; typically at CSR1 level.
• Healthcare or laboratory experience preferred.
• Strong emphasis on customer confidentiality and quality service.

Responsibilities

• Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
• Typically makes inbound and outbound health related customer calls following scripts and procedures.
• Maintains complete customer/patient confidentiality for all health information.
• Provides professional, respectful customer excellence and empathy when delivering sensitive health information.
• Responds to inquiries via telephone, fax, email, or chat regarding reports, tests, and services.

Skills

Customer service

Communication

Teamwork

Adaptability

Education

High School Diploma or Equivalent

Some College Courses (Preferred)

Tools

Outlook

Excel

Phone systems

Chat

Automation

AI

Job description

Job Description

Customer Care Representative II - Clifton, NJ, Monday to Friday, 9:30 AM to 6:00 PM

Pay range: $19.41 - $24.27 / 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:

• 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!

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

Responsibilities

• Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
• Typically makes moderately complexity, inbound and outbound, health related customer calls following set scripts, procedures.
• Maintains complete customer/patient confidentiality for all health, personal and other customer information.
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
• Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.

Qualifications

Required WorkExperience

• 1 to 2 years of related customer service excellence experience; typically, with a minimum of 1 year as a CSR1 level.

Preferred Work Experience

• Health care and laboratory-related experience.
• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.

Physical and Mental Requirements

• Consistent exceptional customer service, accuracy, and quality focus are required.

Knowledge and Competencies

Align to Quest Culture & How We Work:

• CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
• CARE - We show each person they matter.
• COLLABORATION - We commit teamwork - inside and outside of Quest.
• CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
• CURIOUSITY - We ask vital questions in search of richer answers.
• FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
• Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.

Skills

• Technical: Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
• Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

Education

• High School Diploma or Equivalent (Required)
• Some College Courses College-level clinical laboratory education preferred. (Preferred)

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

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