Health System Services Associate I

Quest Diagnostics Incorporated; Oregon; Hybrid; USD 29,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental & vision

401(k) with match

Paid time off

Life & disability insurance

Education assistance

Job summary

Quest Diagnostics honors our service members and encourages veterans to apply. This Health System Services Associate I role in Lewisville, TX supports Health Systems Tier 1 accounts, focusing on relationship management, problem resolution, and escalation of issues.

Strong background in medical terminology and customer service is essential. The position involves handling inquiries via phone, fax, or email, resolving routine matters, and ensuring accurate record-keeping while providing information

Qualifications

• Minimum 5 years of customer service experience.
• Medical or clinical laboratory background required.
• Knowledge of medical terminology and laboratory procedures required.
• Outstanding customer service, interpersonal and communication skills.
• Ability to handle complex issues and remain composed in stressful situations.
• Strong PC skills including Excel, Word, PowerPoint and Access.
• Ability to multi-task and thrive in a fast-paced environment.
• Solid organizational and problem-solving skills.
• Customer-focused and detail-oriented.

Responsibilities

• Handle all customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, and concerns of service failures.
• Proactively identify opportunities to reduce service failures for assigned accounts.
• Contact clients to resolve routine matters related to patient testing and result reporting.
• Report laboratory results to clients using established protocols.
• Document reporting or call history in the required format and maintain complete and accurate records.
• Provide information concerning supplies, new tests, services and products.
• Educate and guide clients about Quest Diagnostics lab processes.
• Troubleshoot routine and complex medical/technical requests and escalate issues as needed.
• Report and elevate client concerns using established protocols.
• Maximize quality and efficiencies to meet department goals and uphold Quality Service.
• Understand the importance of Quality Service and how to measure it.
• Perform other duties as assigned to meet business needs.

Skills

Customer service

Medical terminology

Communication skills

Problem solving

Multi-tasking

Detail oriented

Education

Bachelor’s degree in Life Science/Business/Related field

High School Diploma or Equivalent

Tools

Excel

Word

PowerPoint

Access

Job description

Health System Services Associate I - Lewisville, TX, Tuesday to Saturday, 8:00 AM to 5:00 PM

Pay range: $25.28+ 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

• 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!

Responsible for supporting assigned Health Systems Tier 1 accounts focusing on relationship management, problem resolution and escalation of issues. Troubleshoots both complex medical/technical and routine requests.

Responsibilities

• Handle all customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, and concerns of service failures.
• Responsible for proactively identifying opportunities to reduce service failures for their accounts.
• Contact assigned clients to resolve routine matters related to patient testing and result reporting.
• Report laboratory results to clients using established protocols.
• Document reporting or call history in the required format and maintain complete and accurate records.
• Provide information concerning supplies, new tests, services and products.
• Provide education and guidance to clients about Quest Diagnostics lab processes.
• Troubleshoot both routine and complex medical/technical requests.
• Report and elevate client concerns using established protocols.
• Responsible for maximizing quality and efficiencies to meet department goals.
• Understands the importance of Quality Service and how to measure it.
• 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 Work Experience: Minimum of 5 years of successful customer service experience.
• Previous medical or clinical laboratory background required.
• Knowledge of Medical Terminology and laboratory procedures required
• Demonstrated outstanding customer service, interpersonal and communication skills
• Ability to handle complex issues and remain composed in stressful situations
• Strong PC skills including Excel, Word, Power Point and Access
• Ability to multi-task and thrive in a fast-paced environment
• Solid organizational skills and problem-solving skills
• Customer Focused
• Detailed Oriented

Education

• Bachelor’s Degree Bachelor’s Degree in a Life Science, Business, Customer Relations or related field is preferred. (Preferred)
• High School Diploma or Equivalent (Required)

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.