Sr. Conn Ops Analyst in Addison, TX at Quest Diagnostics

Date Posted: 10/14/2021

Job Snapshot

  • Employee Type:
  • Location:
    14275 Midway Road
    Addison, TX
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Sr. Connectivity Operations Analyst

Locations listed below:

Addison, TX
St. Louis, MO
Secaucus, NJ

Purpose of Position:
Senior Connectivity Ops Support Analyst will provide escalated level of solutions to complex connectivity issues related to Quanum Suite of Products, EMR Interfaces including HUB & VPN (Impact/Cloverleaf), Bridges, HL7, Validation Testing, and other connectivity products. This includes hand holding from start to finish on every issue/request reported. Other duties include monitoring ServiceNow queues, performing root cause analysis (RCA), performing product release User Acceptance Testing (UAT), training Tier-1 analysts, etc. This position interacts with Hospital Account Managers, Hospital Clients, Vendors, Client Connectivity functions and BU representatives to resolve client connectivity issues.

Job Responsibilities

  • Follow processes and procedures to meet established Service Level Agreements (SLAs) and Service Level Objectives (SLOs)
  • Meet or exceed CHD productivity and quality goals

*Understand diverse lab, Quanum Suite of Products, EMR interface, and vendor systems and procedures across different business units and functions.

*Ensure 100% of service issues are documented and classified correctly in ServiceNow

*Drive continuous improvement in quality and productivity through innovation

  • Provide excellent customer service by:

  *Taking ownership of escalated issues, running the triage call when needed and maintaining ownership through closure
*Delivering a consistent customer experience for each issue
*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 effect customer satisfaction

  • Identify strategies to reduce ticket backlogs and the number of ageing tickets
  • Provide technical assistance and training to CHD Tier I analysts that includes:

  *Planning, preparing and providing training
*Receiving training feedback and updating training material as necessary
*Perform User Acceptance Testing of product releases, report the results, and work with the product development groups to improve the release quality
*Perform Validation Testing in various Lab Systems.

  • Provide input to management on technological solutions that resolve client connectivity issues
  • Participate in conference calls with sales, Hospital clients, and with vendors as required
  • Provide support to HIE/National/Large Account Clients as per the agreed SLAs
  • Manage Hospital client escalations to successful resolution Identify new approaches or methods to develop solutions for Hospital client connectivity issues
  • Comply with Quest Diagnostics’ mission, values and standards

Working Conditions:
Office Environment

Occupational Exposure:
Subjected to limited amounts when working with technical users

Physical Demands:

 Typical and mixed amounts of Standing, Walking, and Sitting. Heavy lifting is not expected



  • Incumbent should possess education, knowledge, skills, experience and special requirements (travel, on-call support etc)
  • Degree (BS/BA) or comparable experience
  • 3 years of experience in support of end user/clients in a technical support setting
  • 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 troubleshooting skills
  • Proficient with interface support and problem resolution procedures.
  • Strong verbal and written communication skills to interact with internal business partners and external Hospital clients
  • Needs to work during nontraditional business hours to support multiple time zones when needed

Desirable Qualifications

  • Eagerness to continuously increase and improve skill set
  • Experience in Health Care industry and/or clinical information systems support
  • Proficient with at least a couple of systems such as LIS systems that are currently deployed at Quest Diagnostics, Quanum Suite of Products, EMR Interfaces, and HL7, etc.
  • Solid understanding of support tools, processes, and environment, including call tracking software (i.e. ServiceNow)

Lominger Competencies

  • Functional/Technical Skills
  • Technical Learning
  • Learning on the Fly
  • Problem Solving
  • Priority Setting
  • Time Management
  • Customer Focus
  • Approachability
  • Listening
  • Self Knowledge 

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.