Customer Care Representative - Night shift

Quest Diagnostics Incorporated; Lake Michigan Beach (MI); Remote; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health benefits (medical/dental/vision

401(k) match

Educational assistance

Employee stock purchase plan

Job summary

Quest Diagnostics Incorporated in Michigan seeks a Remote Customer Care Representative for the night shift. The role includes handling health-related inquiries across voice, email, chat, and other channels, while ensuring patient confidentiality and high-quality service.

Start date is November 30 with training remote; schedule is Monday–Friday, 9:00 PM–6:30 AM Central. Benefits and performance bonus eligibility are highlighted in the posting.

Qualifications

• 1-year related customer service experience.
• Healthcare or laboratory-related experience preferred.
• Experience delivering customer service with productivity, accuracy and quality.

Responsibilities

• Handle routine inbound and outbound calls per scripts and procedures.
• Maintain patient confidentiality for health and personal data.
• Provide professional, respectful customer care with empathy for health information.
• Respond to inquiries via telephone, fax, email, chat regarding patient results and services.
• Support client groups based on business needs.

Skills

Customer service

Communication

Digital tools

Tools

Outlook

Excel

Phone systems

Chat

Job description

Customer Care Representative - Remote, Night shift (candidates should be residing in Michigan)

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.

Start date: November 30th

Training Location: Remote

Training Schedule: Monday to Friday, 8:00 AM to 5:00 PM Central (9:00 AM to 6:00 PM Eastern)

Work Schedule: Remote Monday to Friday with Rotational Weekends, between the hours of 9:00PM - 8:30AM Central (Night shift)

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
• 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 routine complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

Responsibilities

Responsibilities

• Supports assigned client group(s) performing routine complexity health related customer excellence activities.
• Handles routine Outbound and Inbound Full Service calls in a timely manner following set scripts and procedures, as applicable.
• 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.
• Supports all client group(s) based on business needs.

Qualifications

Required Work Experience:

• 1-year related customer service excellence experience.

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 required.

Knowledge:

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.

Skills:

• 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

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.