Team Lead Connectivity in St. Louis, MO at Quest Diagnostics

Date Posted: 7/14/2021

Job Snapshot

Job Description

Team Lead Connectivity 

Look for more than answers.  Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

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, we are on a continuous journey of discovery and development. It’s this attitude that has made us an industry leader and the #1 Diagnostic Lab in the US. For those joining us, we offer exciting and fast moving career opportunities where you can affect change at a rate unheard of in many organizations of our size and scope. While we invest in and develop technology to drive our innovations, our ongoing success relies on our people.

Basic Purpose:

CHD Team Lead:  Provide technical direction and oversight for CHD Hospital Support team. Contribute to the leadership of cross-functional teams. Help lead the design, development, and maintenance of complex solutions with a focus on quality, performance, and resiliency.  CHD Team Lead will Lead a Team in providing timely solutions to proactive connectivity issues related to Quanum solutions, EMR Interfaces, and other connectivity products. Other duties include monitoring service now queues, run metrics, utilize Avaya CMS supervisor for monitoring team and reporting. This position interacts with Hospital Client Manager, Hospital Clients, Vendors, Client Connectivity functions and BU representatives to resolve client connectivity issues.

Duties and Responsibilities

  • Monitor CHD Hospital Support team’s daily activities. Provide guidance and feedback on performance.

  • Responsible for mentoring CHD Hospital support team as well as directing them through technical challenges, tasks and projects.

  • Collaborate with cross-functional partners.

  • Oversee the work being done by CHD Hospital support team, coordinating team activities and training.

  • Follow processes and procedures to meet established Service Level Agreements (SLAs) and Service Level Objectives (SLOs)

  • Meet or exceed CHD Hospital support productivity and quality goals

*Understand diverse lab, EMR interface, and vendor systems and procedures across different business units        and functions.
*Ensure 100% of service issues are documented and classified correctly in the support ticketing system.
*Drive continuous improvement in quality and productivity through innovation


  • Provide excellent customer service by:

  *Taking ownership of escalated issues 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 while being able to effectively communicate alerts via the xMatters notification system
*Proactively updating management on issues that effect customer satisfaction

  • Identify strategies to reduce ticket backlogs and the number of ageing tickets
  • Provide input to management on technological solutions that resolve client connectivity issues
  • Participate in Hospital client calls/email communication as required.
  • Provide support to HIE/National/Hospital Clients as per the agreed SLAs
  • Manage Hospital client escalations to successful resolution
  • Identify new approaches or methods to develop solutions for 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

Qualifications:

  • 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 trouble shooting skills
  • Proficient with interface support and problem resolution procedures.
  • Strong verbal and written communication skills to interact with internal business partners and external clients
  •  Needs to work during non traditional 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 couple of systems such as LIS systems that are currently deployed at Quest Diagnostics, EMR Interfaces, and HL7, etc.
  • Solid understanding of support tools, processes, and environment, including call tracking software (i.e. Service Manager)

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.