Supv, Customer Solutions in Birmingham, AL at Quest Diagnostics

Date Posted: 11/27/2022

Job Snapshot

  • Location:
    110 12th Street North
    Birmingham, AL
  • Date Posted:
  • Function
  • Job Family
    Client Services
  • Remote
  • Position Type
    Regular Full-Time
  • Shift

Job Description

Manage and direct all aspects of customer solutions operations. Responsible for ensuring all patient and client issues are addressed and resolved promptly and accurately.  Responsible for timely management and maintenance of all aspects of account set up and customer support.  Facilitates resolution of escalated calls and handles more complex interactions. 
  • Responsible for the supervision, coaching, monitoring, training, and performance management of assigned staff. 
  • Responsible for daily operations of the department, including monitoring of problem tracking system. 
  • Develop, implement and revise SOPs in accordance with guidelines. 
  • Investigate/resolve and respond appropriately and effectively to internal and external service complaints. 
  • Manage the P1, P2 and P3 problem escalations and related cycle time process. 
  • Responsible for ensuring department performance measures are met. 
  • Create, post and discuss with department DASH report metrics.  
  • Organize and lead project both within the work group and with cross-functional groups. 
  • Effectively work with departments to resolve problems. 
  • Ensure that all laboratory services pertaining to patient information remains confidential and that conditions for release of information be in accordance with laboratory rules and regulations. 
  • Direct the preparation and maintenance of records, reports and other related data on all activities and functions. 
  • Oversee the support, direction, and training of company policies and procedures and business unit quality improvement (Compliance, Six Sigma, PCGS, SOP’s, etc). 
  • Ensure compliance with all federal and state regulations. 
  • 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:   Previous experience in customer services and clinical laboratory experience.  Preferred Work Experience:  

  • 5 years professional experience in a customer service environment, preferred. 
  • 5 years previous clinical laboratory experience preferred. 

Physical and Mental Requirements:   N/A  Knowledge:  

  • Proper telephone etiquette to handle customer inquiries. 
  • Understanding of the laboratory business, operations and its service requirements. 
  • Knowledge of medical and laboratory terminology. 
  • Understand the importance of Quality Service and how it is measured. 


  • Excellent leadership, interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers. 
  • Ability to foster a positive and productive work environment by building, leading and motivating the team. 
  • Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency. 
  • Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems. 
  • Strong organizational skills. 
  • Ability to analyze and solve problems. 
  • Ability to maintain professional and tactful manner in stressful situations. 
  • Exhibit comfortable interaction with technical staff and other departments. 
  • Ability to deal with client information in a confidential manner. 

Bachelor’s Degree



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