Problem Resolution Specialist (Mon-Fri) - Irving, TX req55800 in Irving, TX at Quest Diagnostics

Date Posted: 12/23/2020

Job Snapshot

Job Description

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.

JOB SUMMARY:
 Coordinate activities to maximize client satisfaction through a close-loop problem resolution process. Monitors client registered service failures and the timelessness and appropriateness of the functional groups' response. Interacts with functional groups to analyze chronic service failures and implement corrective actions.

JOB RESPONSIBILITIES:
1. Review Quest Lab's Client Problem Tracking module or other client problem reporting mechanism periodically throughout the day.
2. Maintain a database of client registered service failures using an excel or Access spreadsheet. Reconcile the entries received through Quest Lab e-mail, Quest Lab Client Problem Tracking module or any other client problem reporting mechanisms.
3. Review the timelessness of the functional group's response. Notify the functional group immediately if the turn around time goal is exceeded.
4. Review the root cause description and appropriate of the functional group's corrective action. Notify the functional group if resolution is unclear, inadequate, inappropriate or if documentation is required.
5. Contact clients to ensure that resulting resolution and follow-up activity is satisfactory. Solicit and resolve other outstanding issues or concerns. Circumstances may require a visit to the client's office.
6. Analyze chronic service failures and interact with functional group to develop initiatives designed to improve service levels and prevent reoccurring defects.
7. Coordinate the preparation of a daily, weekly or monthly report and/or bulletin board posting that includes the type/frequency of services failures and the implemented corrective actions.
8. Present recent achievements, ongoing activities and business unit's performance to established goal(s) at monthly senior staff meetings and monthly management meetings.
9. Revise the Standard Operation Procedure (SOP) as needed. Communicate changes to business unit personnel.
10. Schedule and conduct initial training sessions for business unit personnel. Conduct follow-up or retraining sessions if necessary.
11. Interact and provide direction to customer service representatives concerning the initiation of client concerns, the utilization of the Quest Lab Client Problem Tracking or other reporting process and appropriate client follow-up.
12. Provide feedback to customer service representative's manager regarding their utilization of Quest Lab Client Problem Tracking module or other client problem reporting mechanisms and the effectiveness of their client communication.
13. Prepare and monitor requests for service (RFS) that improves the functionality and usefulness of the Quest Lab Client Problem Tracking module.
14. Schedule, facilitate and record minutes of the weekly Customer Satisfaction Team meetings.
15. Contact clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit's problem resolution progress or as requested by the business unit's senior staff.
16. Ensure total compliance with all company policies and government regulations. Maintains required documentation.
17. Manage other projects/responsibilities as assigned by director.

JOB REQUIREMENTS:
Education: Bachelor's Degree in a Life Science, Business, Customer Relations or related field, or equivalent combination of education and extensive relevant experience.

Work Experience: Minimum of four years of successful customer service experience including responsibility for investigating, analyzing and resolving customer concerns.

Special Requirements:
1. Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely.
2. Strong organizational and prioritization skills.
3. Proven problem-solving skills with the ability to develop appropriate resolutions.
4. Demonstrated effectiveness in conveying information both orally and in writing.
5. PC and Quest Lab Skills.
6. Experience with word processing, spreadsheet and database applications (MS Word, PowerPoint, Excel, Access).

Key Word Search: customer service, problem resolution, problem solve, troubleshoot, monitor, coordinate, document.

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