Rep, Referral I in Irving, TX at Quest Diagnostics

Date Posted: 11/27/2022

Job Snapshot

  • Location:
    4770 Regent Boulevard
    Irving, TX
  • Date Posted:
  • Function
  • Job Family
    Laboratory Operations
  • Remote
  • Position Type
    Regular Full-Time
  • Shift

Job Description

Handle all internal and external customer contact regarding Referral Testing. Receive, resolve and follow up with complex customer issues. Act as a liaison between internal and external customers and Referral vendors. 
  • Retrieve, sort and process specimens for shipment to referral laboratories.  
  • Ensure sample quality and accuracy. Identify problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.  
  • Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.  
  • Responsible for filing departmental documents. 
  • Handle all customer inquiries regarding reporting of results, service failures and other quality issues to provide customer satisfaction. 
  • Report laboratory results using established protocols. 
  • Contact clients to resolve routine or medical/technical matters related to patient testing and result reporting using established protocols. 
  • Perform investigations and provide resolution to complex Referral Testing issues. 
  • Research test availability using established protocol for selecting a referral vendor.  
  • Assist Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner. 
  • Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification. Document thoroughly; elevate issues of concern to supervisor.  
  • Identify and escalate Reportable Quality incidents to supervisors. 
  • Maintain work area in a safe, functional and sanitary condition. 
  • Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements. 
  • Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work practice controls as directed by management. 
  • 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:   Minimum one (1) to two (2) years clinical laboratory experience.  Preferred Work Experience:    Customer service and/or medical background preferred.  Physical and Mental Requirements:  

  • The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50 pounds are not to be lifted or carried without assistance. 
  • Ability to stand and work at the bench for long periods of time. 
  • Frequent walking and/or standing. 


  • Basic understanding of the operations of Client Services and Specimen Processing. 
  • Thorough understanding of Referral Testing. 
  • Basic medical terminology applicable to clinical laboratory. 


  • Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency. 
  • Demonstrate strong independent problem-solving skills. 
  • Interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers and clients. 
  • Communication skills necessary to handle telephone inquiries from clients and vendors. 
  • Ability to deal with patient and client information in a confidential manner. 
  • Good data entry skills required. 
  • Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems. 

High School Diploma or Equivalent(Required)