Questions and Answers.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.
Handle all inbound customer contacts received by telephone. Place outbound calls to clients in accordance with call log procedures and policies. ____________________________________________________________________________________
Principal Duties: *\tHandles all customer inquiries received by telephone regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service *\tReport laboratory results to clients and patients using established protocols *\tDocument reporting or call history in required format and maintain complete and accurate records *\tContact the client to resolve routine matters related to patient testing and result reporting *\tReport client concerns using established protocols *\tProvides education and guidance to clients about Quest Diagnostics lab processes. *\tUnderstands the importance of Quality Service and how it is measured *\tEscalates issues as appropriate using established protocols *\tLeads by example in demonstrating "Everyday Excellence" behaviors *\tPerform other duties as required to meet the customer requirements
THE ABOVE STATEMENTS DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THIS IS NOT AN EXHAUSTIVE LIST OF ALL THE DUTIES AND RESPONSIBILITIES THAT AN INCUMBENT MAY BE EXPECTED TO PERFORM.
Qualifications: Education Preferred: \tMinimum high school diploma or equivalent Work Experience: \t\tPrevious medical or customer service background preferred
Other: *\tDemonstrated strong customer service and interpersonal communication skills. Able to speak the English language clearly and effectively communicate to caller and peer group *\tDemonstrated strong writing and composition skills. *\tAbility to work in a team environment *\tStrong organizational skills *\tDemonstrated strong call resolution skills *\tDemonstrated composure in stressful situations *\tDemonstrated ability to follow company and department policies and procedures *\tDemonstrated ability to operate basic office equipment and utilize proficient computer skills *\tDemonstrated ability to handle multiple tasks and work in a fast-paced environment *\tDemonstrated Integrity and a commitment to values
Principal Decisions: Describe the most important decisions that are made in the course of doing the job.
*\tAccurate authentication, identification and clarification of client or patient request. *\tAppropriate escalation of issues that are beyond skills or scope of CSR. *\tDetermination of appropriate response to client inquiries and complaints. *\tCreation of complete and accurate documentation of all interactions. *\tSuggestions for process improvements related to department operations or client concerns.