Customer Care Representative - Night shift

Quest Diagnostics Incorporated; Novi (MI); Remote; USD 36,000 - 52,000; Full time

Benefits offered by this job

Medical, dental & vision

Well-being programs

401(k) match

Education assistance

Paid time off

Life and disability insurance

Job summary

Quest Diagnostics is seeking a Customer Care Representative for remote night shifts, ideally residing in Michigan. The role involves supporting clients with routine health-related inquiries, handling multiple digital channels, and maintaining patient confidentiality.

Start date is November 30, with training remote and schedule Monday-Friday 9 PM-8:30 AM Central. The position offers extensive benefits and potential annual bonus depending on performance.

Qualifications

• 1-year related customer service excellence experience.
• Healthcare and laboratory experience preferred.
• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.
• Knowledge of patient confidentiality requirements.
• Ability to respond to inquiries via multiple digital channels.

Responsibilities

• Supports assigned client group(s) performing routine health related customer excellence activities.
• Handles inbound and outbound full service calls following set scripts and procedures.
• Maintains complete customer/patient confidentiality for all health and other information.
• Provides professional, respectful customer service with empathy when delivering sensitive health information.
• Responds to inquiries via telephone, fax, email, chat regarding patient results and services.
• Supports all client groups based on business needs.

Skills

Outlook & Excel

Phone systems

Chat

Automation

AI

Continuous Improvement

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 routine 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 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.

Required WorkExperience

• 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

• 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

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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.