Rep Technical Sr - NCS

Quest Diagnostics; Lenexa (KS); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading diagnostic services provider based in Lenexa, Kansas is seeking a Client Services Representative to handle customer inquiries and provide technical support. You will report laboratory results, document call history, and educate clients on services offered. Successful candidates will have strong customer service skills and experience in client relations. This role requires proficiency in English and the ability to work in a fast-paced environment, with a commitment to excellence in customer service.

Qualifications

• 40 months of client service experience with Quest Diagnostics.
• Ability to communicate clearly in English.
• Strong writing and composition skills.
• Ability to work in a team environment.
• Calmness under stress.

Responsibilities

• Handle customer inquiries about patient results.
• Document call history and maintain records.
• Contact clients to resolve issues.
• Provide technical training to new hires.
• Serve as a Peer Mentor.

Skills

Customer service skills

Interpersonal communication

Problem-solving skills

Organizational skills

Technical documentation

Education

High school diploma or equivalent

Tools

Basic office equipment

Computer skills

Job description

Overview

In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Note: This description covers the general nature and level of work performed by people assigned to this job and is not an exhaustive list of all duties and responsibilities. This content is kept for historical context only.

Responsibilities

• Handle all customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service
• Report laboratory results to clients and patients using established protocols
• Achieve QMS Certified status within first year in role
• Document reporting or call history in the required format and maintain complete and accurate records
• Contact the client to resolve routine or medical/technical matters related to patient testing and result reporting
• Develop technical documentation and provide technical learning/coaching to proactively reduce escalations
• Provide communication, education and guidance to clients and team members about Quest Diagnostics technical processes
• Escalates issues as appropriate using established protocols
• Provide research and resolution on complex medical/technical issues, including those that have been referred by CCR I, CCR II and Technical Care Rep I
• Educate clients on new products and services
• Serve as a Customer Advocate to do proactive and preventative actions to drive increased Customer Satisfaction
• Partner across functions (Customer Solutions, Lab, Patient Services, Specimen Processing, IT) to review, investigate and provide recommendations for problems or gaps
• Provide technical training to new hires (SME - Subject matter Experts)
• Serve as a Peer Mentor to less experienced staff
• Remains current on CCR I, CCR II and Technical Representative tasks and processes
• Performs the duties of Client Service Representatives as needed
• Provide technical floor support or team / pod support on a rotating basis
• Partner with QA and Training to ensure quality standards are achieved
• Provide technical education for department huddles and or team meetings on a rotating basis
• Leads by example in demonstrating “Everyday Excellence” and modeling Quest behaviors
• Perform other duties and special projects as assigned
• Provide shift coverage as needed
• All information will be handled in accordance with EEO guidelines.

Qualifications

• Education Preferred: Minimum high school diploma or equivalent
• Work Experience: 40 months of client service experience with Quest Diagnostics
• Demonstrated strong customer service and interpersonal communication skills. Ability to speak the English language clearly and effectively communicate with caller and peer group.
• Demonstrated strong writing and composition skills
• Ability to work in a team environment
• Demonstrated ability to operate basic office equipment and utilize proficient computer skills
• Demonstrated ability to handle multiple tasks and work in a fast paced environment
• Demonstrated composure in stressful situations
• Demonstrated ability in handling of complex issues and strong problem solving skills and judgment
• Demonstrated ability to follow company and department policies and procedures
• Demonstrates strong organizational skills
• Demonstrates a commitment to values and Integrity
• Exhibits comfortable interaction with technical staff and other departments
• Demonstrated ability to coach or mentor other reps
• Principal Decisions include accurate identification and clarification of client or patient requests; appropriate escalation of issues; determination of appropriate response to client inquiries and complaints; creation of complete and accurate documentation of all interactions; suggestions for process improvements; accepting additional responsibilities with a positive attitude; advising clients and staff with complex procedural questions; utilizing knowledge of laboratory procedures; collaborating with technical staff and other departments.

Additional Information

All your information will be kept confidential according to EEO guidelines.