Specialized Testing Associate I - Microbiology

Quest Diagnostics; San Juan Capistrano (CA); On-site; USD 41,000 - 54,000; Full time

Benefits offered by this job

Day 1 Medical

Vacation and Health/Flex Time

401(k) with company match

Employee stock purchase plan

Education assistance

Job summary

Quest Diagnostics in San Juan Capistrano, CA is seeking a Specialized Testing Associate I to support both direct clients and Business Unit clients in all aspects of specialized testing.

The role emphasizes relationship management, expediting problem resolution, and escalation of issues while working a Tue-Sat 1:00PM to 9:30PM schedule. Pay range includes shift differentials, with bonus potential.

Qualifications

• Bachelor’s degree in a Life Science, Business, Customer Relations or related field (Preferred).
• High School Diploma or Equivalent (Required).
• MLT or MT certification (Preferred).
• Minimum of four (4) years of successful customer service experience in an advanced Customer Service role.
• Previous medical or clinical laboratory background required.

Responsibilities

• Monitor specialized testing orders from creation to reporting.
• Respond to customer inquiries via telephone, fax or email regarding patient results and services.
• Serve as liaison between client and technical departments.
• Identify opportunities to reduce service failures for client accounts.
• Contact clients to resolve issues related to patient testing and reporting.
• Process specialized test adds including accessioning, labeling, and delivery to testing bench.
• Research referrals and problems related to specialized testing.
• Provide laboratory results to clients using established protocols.
• Document call history and maintain records in required systems.
• Educate clients about Quest Diagnostics lab processes and services.

Skills

Interpersonal communication

Customer service

Multi-tasking

Problem solving

Attention to detail

Confidentiality

Education

Bachelor's Degree in Life Science/Business/Customer Relations (Preferred)

High School Diploma or Equivalent (Required)

Tools

Word

Excel

PowerPoint

Access

Job description

Location: San Juan Capistrano, CA

Work Schedule: Tuesday to Saturday, 1:00PM to 9:30PM

Department: Microbiology

Job Description

Specialized Testing Associate I

Location: San Juan Capistrano, CA

Work Schedule: Tuesday to Saturday, 1:00PM to 9:30PM

Department: Microbiology

Pay range: $29.90 - $38.50 / hour; employee may be eligible to receive shift differential of 10% for some or all hours worked on second shift and 15% for some or all hours worked on third shift. Additional details on shift differential will be provided if an offer is extended. 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 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
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities

The Specialized Testing Associate I is responsible for supporting both direct clients and Business Unit clients for all aspects of specialized testing, focusing on relationship management, expedited problem resolution, and escalation of issues.

Responsibilities

• Monitor specialized testing orders from creation to reporting.
• Responsible for customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, and concerns of service failures.
• Serve as a liaison between the client and the technical departments.
• Proactively identify opportunities to reduce service failures for client accounts.
• Contact clients to resolve any issue related to patient testing and result reporting.
• Resolve specialized testing problem samples including accessioning, labeling, work sheeting and delivery to testing bench using established protocols.
• Complete specialized test adds including accessioning, labeling and delivery to testing bench using established protocols.
• Research specialized testing related Referral Testing inquiries and problems.
• Provide laboratory results to clients using established protocols.
• Document the call history in the required system and maintain complete and accurate records.
• Deliver information on supplies, new tests, services and products to clients.
• Educate and offer guidance to clients about Quest Diagnostics lab processes and services.
• Troubleshoot and triage both routine and complex medical/technical requests.
• Cancel or delete testing using established protocols.
• Report and elevate client concerns using established protocols.
• Responsible for maximizing quality and efficiencies to meet department goals.
• 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 four (4) years of successful customer service experience in an advanced Customer Service role.
• Previous medical or clinical laboratory background required.

Physical And Mental Requirements

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)

Knowledge

• Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.
• Thorough knowledge of laboratory operations.
• Comprehensive knowledge of medical and laboratory terminology.
• Understand the importance of Quality Service and how it is measured.

Skills

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
• Strong computer skills (Word, Excel, PowerPoint, Access)
• Ability to multi-task and work in a fast-paced environment.
• Ability to work under pressure with a high degree of accuracy
• Strong organizational skills
• Ability to analyze and solve problems.
• Good listening skills.
• Ability to maintain professional and tactful manner in stressful situations.
• Exhibit comfortable interaction with technical staff and other departments.
• Ability to deal with client information in a confidential manner.

Education

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

Licenses and Certifications

• MLT or MT certification (Preferred)

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with the following laws if applicable, the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Quest believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, information, assets, and products including sensitive information; accessing customer data or confidential information, and partnering and regularly working with or supervising other Quest employees and interacting with Quest customers.

About The Team

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.