Rep, Customer Care I in Lenexa, KS at Quest Diagnostics

Date Posted: 11/28/2022

Job Snapshot

  • Location:
    9601 Renner Boulevard
    Lenexa, KS
  • Date Posted:
  • Function
  • Job Family
    Client Services
  • Remote
  • Position Type
    Regular Full-Time
  • Shift

Job Description

Handle all inbound customer inquiries and place outbound calls to clients in accordance with call log procedures and policies.   

  • Handle all customer inquiries regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service. 
  • Report laboratory results to clients and patients using established protocols. 
  • Document reporting or call history in 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. 
  • Provide education and guidance to clients about Quest Diagnostics lab processes. 
  • Escalate issues as appropriate using established protocols. 
  • Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position. 


Required Work Experience:  


Preferred Work Experience:  

Previous medical or customer service background preferred. 

Physical and Mental Requirements:  

  • Ability to sit for long periods of time. 
  • Repeating motions that may include the wrists, hands and/or fingers. (Typing) 


  • Proper telephone etiquette to handle customer inquiries. 
  • Basic knowledge of operating office equipment. 
  • Understand the importance of Quality Service and how it is measured.  


  • Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers. 
  • Must be able to work in a team environment. 
  • Proficiency in basic computer skills (Word, Excel, Outlook) 
  • Ability to multi-task and work in a fast-paced environment. 
  • Strong organizational skills. 
  • Ability to analyze and solve problems. 
  • Good listening skills. 
  • Ability to maintain professional and tactful manner in stressful situations. 
  • Ability to deal with client information in a confidential manner. 

High School Diploma or Equivalent(Required)