Client Service Representative Tech II

Job Description

Client Service Representative Tech II - Chantilly, VA | Tuesday - Saturday, 12:00 PM - 8:30 PM

Hybrid - onsite 2 days per week

Handles all inbound customer contact received by telephone, electronically, in writing and in person. Troubleshoots both complex medical/technical and routine requests. Handles the most complex customer issues that cannot be resolved immediately. May provide coaching, training and support to CSR I, II and Assistants. Acts as a liaison between Client Services and the laboratories.

Pay Range: $23.87+ per hour; Employee may be eligible to receive shift differential of 10% for some or all hours worked on second shift and 15% for some or all hours worked on third shift. Additional details on shift differential will be provided if an offer is extended. 

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
•    Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours 
•    Best-in-class well-being programs
•    Annual, no-cost health assessment program Blueprint for Wellness®
•    healthyMINDS mental health program
•    Vacation and Health/Flex Time
•    6 Holidays plus 1 "MyDay" off
•    FinFit financial coaching and services
•    401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
•    Employee stock purchase plan
•    Life and disability insurance, plus buy-up option
•    Flexible Spending Accounts
•    Annual incentive plans
•    Matching gifts program
•    Education assistance through MyQuest for Education
•    Career advancement opportunities
•    and so much more!

Responsibilities:

Handle all customer inquiries received by telephone, fax or email regarding reporting of results, inquiries of tests and services, concerns of service failures and other duties needed 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 or medical/technical matters related to patient testing and result reporting 
• Report client concerns using established protocols 
• Provides education and guidance to clients about Quest Diagnostics lab processes 
• Understands the importance of Quality Service and how it is measured 
• Escalates issues as appropriate using established protocols 
• Provide research and resolution on complex medical/technical issues, including those that have been referred by Tech Rep I, CSR I, II and Assistants 
• May provide technical training to new hires 
• Educate clients on new products and services 
• Coach or mentor less experienced staff 
• May accept leadership responsibilities and delegate work in the absence of the supervisor or manager 
• Responsible for maximizing quality and efficiencies to meet department goals 
• Leads by example in demonstrating “gold standards” behaviors 
• Perform other duties as required to meet the customer’s requirements 
• May provide in-service education for department 

Principal Decisions: (Important decisions that are made in the course of doing the job) 

• Accurate identification and clarification of client or patient requests 
• Appropriate escalation of issues that are beyond skills or scope of CSR. 
• Determination of appropriate response to client inquiries and complaints 
• Creation of complete and accurate documentation of all interactions 
• Suggestions for process improvements related to department operations or client concerns 
• Accept additional responsibilities with a positive attitude and foster teamwork
• Exhibits collaborative interactions with technical staff and other departments 
• May handle specimens to resolve some complex, technical issues 
• Advise clients and staff with highly complex, procedural questions 
• Utilize strong technical expertise of laboratory procedures 
• Utilize varied resources 

THE ABOVE STATEMENTS DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THIS IS NOT AN EXHAUSTIVE LIST OF ALL THE DUTIES AND RESPONSIBILITIES THAT AN INCUMBENT MAY BE EXPECTED TO PERFORM.

Qualifications:

Required Work Experience:  

• 5+ years technical or customer service experience. Previous medical / technical or clinical laboratory background required. 

Required Education:

• High School Diploma or Equivalent 

Skills: 

• Demonstrated strong customer service and interpersonal communication skills. 
• Ability to speak the English language clearly and effectively communicate with caller and peer group. 
• Demonstrated strong writing and composition skills 
• Ability to work in a team environment 
• Demonstrated ability to operate basic office equipment and utilize proficient computer skills 
• Demonstrated ability to handle multiple tasks and work in a fast paced environment 
• Demonstrated composure in stressful situations 
• Demonstrated ability in handling of the most complex issues and strong problem solving skills and judgment 
• Demonstrated ability to follow company and department policies and procedures 
• Demonstrates strong organizational skills 
• Demonstrates a commitment to values and Integrity 
• Exhibits comfortable interaction with technical staff and other departments 
• Demonstrated ability to coach or mentor other reps 
• Excellent knowledge of Medical Terminology required 

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Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.