Certification Engineer- IT Support Liaison in Lenexa, KS at Quest Diagnostics

Date Posted: 10/10/2021

Job Snapshot

  • Employee Type:
  • Location:
    10101 Renner Boulevard
    Lenexa, KS
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Certification Engineer- IT Support Liaison

Look for more than answers.  Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

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, we are on a continuous journey of discovery and development. It’s this attitude that has made us an industry leader and the #1 Diagnostic Lab in the US. For those joining us, we offer exciting and fast moving career opportunities where you can affect change at a rate unheard of in many organizations of our size and scope. While we invest in and develop technology to drive our innovations, our ongoing success relies on our people.

Develop and support integration solutions. This includes working through the full development life cycle including analysis, specification, design, development, testing, implementation, and support. Must be able to learn technologies and business issues/resolutions quickly, make technical and business recommendations that fit customer needs, and work to deliver and support the appropriate solutions in a timely, professional manner.


Certification Engineer – IT Support Liaison- GMW Region will monitor connectivity support queues, perform root cause analysis (RCA), and send notification of product release changes for strategic customers as identified by Commercial Leadership. This position interacts with Commercial, Customers, Vendors, Client Connectivity functions and Regional Lab representatives to ensure that client connectivity issues for the strategic customers are resolved in a timely manner. 


1.            Ensures adherence of Service Level Agreements (SLAs) and Service Level Objectives (SLOs) for selected strategic customers
2.            Proactively monitors strategic customer connectivity on a routine basis, properly identifying issues and trends, working with appropriate resources to complete resolution
3.            Notifies strategic customers of major connectivity upgrades and issues
4.            Monitors Connectivity Help Desk support queues and Liaison group mailbox on a routine basis for strategic customers to ensure customer satisfaction, working with appropriate support teams for resolution
5.            Ensures excellent customer service by:
•             Taking ownership of escalated issues, maintaining ownership through closure
•             Using verbiage that is easily understood by non-technical customers, when appropriate
•             Working with internal and external cross-functional teams to identify root cause(s) and apply timely and appropriate resolutions
•             Proactively updating management on issues that affect customer satisfaction
6.            Provides input to management on technological solutions that resolve client connectivity issues
7.            Produces periodic management reports summarizing connectivity support for the identified strategic accounts.
8.            Participates in sales proposals and customer meetings as required
9.            Identifies new approaches or methods to develop solutions for client connectivity issues
10.          Comply with Quest Diagnostics’ mission, values and standards

Supervision Exercised: 



Education Preferred:     
•             Degree (BS/BA) or comparable experience.
Work Experience:           
•             3 years of experience in a laboratory customer connectivity role.

•             Strong commitment to customer service through teamwork
•             Demonstrate solid grasp of key technical and process concepts related to all types of client connectivity issues
•             A combination of Information Technology, Customer Service and Project Management skills, or equivalent training
•             Excellent trouble shooting skills
•             Proficient with interface support, general connectivity support and problem resolution procedures.
•             Excellent verbal and written communication skills to interact with internal business partners and external clients
Desirable Qualifications
•             Eagerness to continuously increase and improve skill set
•             Experience in Health Care industry and/or clinical information systems support
•             Proficient with multiple LIS platforms that are currently deployed at Quest Diagnostics
•             Solid understanding of support tools, processes, and environment, including call tracking software ServiceNow)               Quanum™, Interfaces, and HL7

Apply Today
Join us for competitive benefits and development opportunities in a progressive and supportive environment. Help us improve our service, and the experiences of our patients and colleagues. Work with us and together we can be better.

Your Quest career. Seek it out.
All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity or Citizenship.