Liaison, Patient Advocacy- Norristown, PA req63915 in Norristown, PA at Quest Diagnostics

Date Posted: 4/1/2021

Job Snapshot

Job Description

Liaison, Patient Advocacy- Norristown, Pennsylvania 

Job Summary


 Duties and Responsibilities:

The Associate Liaison, Patient Advocacy assists in resolving all customer support contacts.  The role assists the Patient Advocacy Department by intaking all inbox contacts, resolving routine support requests, and triaging level 2 requests to Sr. Liaisons as appropriate.  They will also assist in key stakeholder reporting by inputting customer service contacts into case tracking system to support volume, trend, and root cause analysis.


•       Acts as a liaison for Quest Diagnostics to customers to provide a high quality of customer service and problem resolution. 

•       Responsible for managing the Patient Advocacy Inbox including reviewing all messages, triaging tier 1 support requests to functional teams, and triaging level 2 support requests to level 2 Sr. Liaisons as appropriate.

•       Responsible for the investigation and response to all routine, level 1 contacts including billing, patient services, and results, as well as supporting legal complaint handling equaling 12% of contact volume.

•       Assist in maintaining the contact case tracking system by logging all handled complaints to support trend and root cause analysis.

•       Develop and maintain the Patient Advocacy Department SharePoint site.

Education Preferred:

BA / BS or equivalent experience.

Work Experience:

1 - 2 years related experience in billing, insurance and third-party receivables or clinical laboratory/healthcare industry and/or database experience


Knowledge of Billing, Patient Service Center and laboratory processes and procedures.

Daily interfacing with clients, managed care customers, patients, and employees in functional units.

Able to write, speak, and listen well and appropriately with different audiences. Able to present information and respond to questions from customers.

Possesses positive, curious, and realistic attitude. Is principled, self-aware and a self-starter.

Able to concentrate for extended periods of time.

Able to handle stressful conversations.

Additional Skills:

Problem Solving

Proficient desktop skills including PowerPoint, Excel, Word, ACCESS, MS SharePoint

Quest Marketing Competencies:

Expertize displayed in:

o Collaborates

o Communicates Effectively

o Customer Focus


Demonstrated experience and success in the following competencies:

o Strategy: Know the business, focus on customer

o People: Collaborate with others, communicate openly & transparently

o Results: Deliver superior performance