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The Journey Begins with you.
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There's quite a distance between wondering and knowing. And for
patients waiting for answers to important health questions, it's a road
they want to travel as quickly as possible.
At Quest Diagnostics Incorporated, we understand urgency. But more than speed, we focus our energies on accuracy.
Currently, we seek a full time Client Service Rep II for Houston, TX Lab.
Schedule:
11 am - 8 pm Monday - Friday . The shift may be earlier depending on
department needs. The training will be provided from 8am - 5pm for
approximately 6 weeks.
The candidate must be proficient in
computer skills, telephone etiquette, and have customer service
experience. Call Center experience and Medical terminology, laboratory
knowledge is required.
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Responsibilities
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Basic Purpose:
Handle all inbound, customer contact received by telephone,
electronically, in writing and in person. Troubleshoot inquiries.
Follow-up with customers on issues that cannot be resolved immediately.
Handle more complex customer issues and ensures proper escalation, when
appropriate. Place outbound calls to clients in accordance with call
log procedures and policies. May provide coaching, training and support
to CSR I and CS Assistants.
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Principal Duties:
• 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.
• Document reporting or call history in the required format and maintain complete and accurate records.
• Contact the client to resolve routine matters related to patient testing and result reporting.
• Report client concerns using established protocols.
• Provides education and guidance to clients about Quest Diagnostics lab processes
• Understands the importance of Quality Service and how it is measured
• Escalates issues as appropriate using established protocols
• Provide research and resolution on complex issues, including those that have been referred by CSR I and Assistants.
• May provide training to new hires.
• Coach or mentor less experienced staff.
• May assist Group Leader in the delegation of work in the absence of the supervisor or manager.
• Responsible for maximizing quality and efficiencies to meet department
• Leads by example in demonstrating “gold standards” behaviors
• Performs 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: Minimum high school diploma or equivalent
Work Experience: Previous medical (Minimum 18 mos. in position or
Equivalent Experience) or customer service background preferred.
Other:
• Demonstrated strong customer service and interpersonal
communication skills. Able to speak the English language clearly and
effectively communicate to caller and peer group
• Demonstrated strong writing and composition skills.
• Ability to work in a team environment
• Strong organizational skills
• Demonstrated ability in handling of complex issues and strong Problem Solving skills
• Demonstrated composure in stressful situations
• Demonstrated ability to follow company and department policies and procedures
• 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 Integrity and a commitment to values
• Demonstrated ability to coach or mentor other reps
Principal Decisions: Describe the most important decisions that are made in the course of doing the job.
• Accurate identification and clarification of client or patient request.
• Appropriate escalation of issues that are beyond skills or scope of CSR.
• Determination of appropriate response to client inquiries and concerns
• Creation of complete and accurate documentation of all interactions
• Suggestions for process improvements related to department operations or client concerns
• Accept additional responsibilities with a positive attitude and foster teamwork
• Exhibits collaborative interactions with technical staff and other departments
• May handle specimens
• Advise clients and staff with complex, procedural questions
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How To Apply
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After clicking the button at the top or bottom of the page to Submit,
applicants will answer a series of questions and upload or enter resume
information. After submitting for this job opening, watch your email
inbox (and spam filter). Applicants are sent an email inviting them to
complete a required online interactive evaluation, to demonstrate
knowledge and abilities, and allow Quest Diagnostics to learn more about
them.
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Closing Statement
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Quest Diagnostics has many career opportunities for individuals whose
talent, initiative and dedication will complement our belief that the
patient comes first and that values do matter. We work to earn our
customers’ trust every day by providing the highest quality products and
services in a professional, accessible and informative way. Our
workforce is diverse and talented and believes in our vision: "Dedicated
people improving the health of patients through unsurpassed diagnostic
insights."
[All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities.]
Quest Diagnostics is an Equal Opportunity Employer (EEO).
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