Forensic Service Representative

Quest Diagnostics Incorporated; Johnson City (KS); On-site; USD 20,000 - 29,000; Full time

Job summary

Quest Diagnostics Incorporated is seeking a Forensic Service Representative in Lenexa, KS. The role involves handling incoming client inquiries, maintaining records, and supporting the drug testing laboratory to ensure accurate results and compliance.

The position requires strong communication, attention to detail, and ability to work with cross-functional teams. Work hours are standard business days with comprehensive benefits described in the listing.

Qualifications

• 6 months of customer service, client service, call center, and/or lab experience.
• 1 year experience in a toxicology lab is preferred.

Responsibilities

• Handle incoming client inquiries daily via email, Salesforce, or phone, evaluating protocol and resolving issues promptly.
• Adhere to all SOP protocols.
• Troubleshoot records, documentation, and chain of custody issues and test panel changes.
• Assist in record and/or specimen handling investigations.
• Interface with internal and external clients professionally while resolving issues promptly.
• Collaborate with processing and certification departments to determine best practices.
• Take appropriate action on specimens/chain of custody issues that do not meet lab standards.

Skills

Customer service

Attention to detail

Multi-tasking

Communication skills

Education

Associates Degree (Preferred)

High School Diploma or Equivalent (Required)

Tools

Microsoft Office

Salesforce

Job description

Forensic Service Representative - Lenexa, KS, Monday to Friday, 8:30 AM to 5:00 PM

Pay range: $17.82+ 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.

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!

The Forensic Service Rep provides client services and clerical support to the drug testing laboratory. These duties include: handling incoming client inquiries and resolution; documentation retrieval and troubleshooting; collector certification statement preparation, delivery and retrieval; training and experience in performing maintenance of chain of chain of custody and understanding proper remedial action in response to requests with adherence to forensic & regulatory guidelines; record handling; billing; and other related functions.

Responsibilities:

• Handle incoming client inquiries daily through email, SalesForce, or phone, evaluation of protocol and take appropriate course of action to resolve the issues in a timely manner.
• Adhere to all SOP protocols.
• Troubleshoot records/ documentation and account problems and chain of custody and test panel alterations.
• Assist in record and/or specimen handling investigation.
• Interface with clients (both internal and external) as necessary professionally and courteously while resolving issues promptly.
• Collaborate with the processing and certification departments to determine best practices.
• Take appropriate action on specimens/chain of custodies that do not meet laboratory testing standards. Process quantitation requests, additional test requests, panel changes and retest requests.
• Prepare, send and retrieve collector certification statements.
• Work with and in the lab as necessary to resolve issues as timely as possible.
• Maintain confidentiality of reports, correspondence, etc.
• Leverage cross-functional relationships to provide feedback to other testing departments on process improvements, efficiencies and policy adherence.
• Actively participate in departmental meetings by providing constructive feedback.
• Participate in assisting or training new employees.
• Comply with all health and safety policies, procedures and practices.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Qualifications:

Required Work Experience:

• 6-months Customer Service, Client Service, Call Center and/or 6-months lab experience.

Preferred Work Experience:

• 1-Year experience working in a toxicology lab.

Physical and Mental Requirements:

• Occasional lifting up to 25 pounds
• Frequent walking
• Able to sit for long periods
• Work in a lab environment and adhere to safety protocols

Skills:

• Ability to use Microsoft Office (Word, Excel and Outlook).
• Excellent customer service skills, including oral and written communication skills.
• Strong attention to detail required.
• Ability to multi-task in a fast-paced environment with repetitive duties.
• Ability to maintain composure while working under pressure.
• Ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
• Demonstrate flexibility and ablilitye to adapt to change.
• Ability to deal with client information in a confidential manner.

Education

• Associates Degree (Preferred)
• High School Diploma or Equivalent (Required)

Languages

• English (Required)

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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.