Service Solutions Specialist

Job Description

Service Solutions Specialist - Erie, PA (HYBRID), Monday to Friday, 8:00 AM to 5:00 PM

Pay range: $58,656+ per year
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!

Responsible for supporting multiple key accounts, hospital clients, and Health System accounts focusing on relationship management, problem resolution, and escalation of issues.   

Responsibilities:

• Monitor and engage with assigned key accounts, including hospital and health system clients, to minimize client and patient issues. Quickly take action when issues are identified with the appropriate functional contact to resolve the issue.  
• Proactively identify opportunities to reduce service failures for assigned accounts. 
• Provide education and guidance to assigned clients about Quest lab processes and educate clients on new products and services offered by Quest. 
• Act as a point of contact when the customer needs assistance with a laboratory issue. 
• Assist Customer Solution Specialists when needed with onboarding and monitoring of new accounts. 
• Document and communicate with the Commercial Representative and Customer Solutions Specialist information related to service failures and/ or issues the customer has experienced. 
• Provide support for non-issue service requests by the client.  These may include accession-level support such as test adds, post-analytical changes, cancellations, and resolution of Test in Question in the QLS system. 
• Act as a liaison with escalated issues with IT and Billing when requested by the client or Commercial representative. 
• Set up scheduled reports in QLS as requested by the client, such as TIQ/TNP management reports or other custom client-specific reports. 
• Build appropriate rapport without alienating anyone; build constructive and effective relationships; use diplomacy and tact; can defuse even high-tension situations comfortably. 
• Evaluates facts and data to draw reasonable conclusions for solving a problem or making a decision. 
• Clearly communicates actions taken in solving issues;  if complex involve the SME (Subject Matter Expert) and ensures the resolution meets client expectations.  
• Ensure internal problem resolution for assigned clients; maintain documentation in accordance with SOPs. 
• Provide direct support via telephone, email, or client visits as needed.  Client visits are expected to be <10% of employee time 
• Work in concert with the Commercial Representative to develop and implement client-based strategies. 
• Utilize SFDC for documenting issues as a case or request. 
• Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position. 

Qualifications:

Required Work Experience:  

• Minimum three (3) to five (5)  years of technical or customer service experience. 
• Associate's degree required. 4-year degree is preferred.

Preferred Work Experience:  

• N/A 

Physical and Mental Requirements:  

• N/A 

Knowledge:  

• Broad understanding of the laboratory business and its service requirements. 
• Understanding of medical terminology. 

Skills:  

• Excellent interpersonal and communication skills (oral and written) are necessary to effectively interact with customers and co-workers. 
• Ability to clearly define problems, analyze, and provide solutions. 
• Ability to communicate complex issues clearly and concisely. 
• Ability to build effective relationships and appropriate rapport without alienating clients or colleagues. 
• Demonstrate an understanding of the urgent nature of our business and the need to proactively find and fix problems quickly and effectively. 
• Ability to work in a team environment. 
• Strong organizational and prioritization skills. 
• Proven problem-solving skills with the ability to evaluate facts and data to draw reasonable conclusions and develop appropriate resolutions. 
• Ability to maintain a professional and tactful manner in stressful situations. 
• Exhibit comfortable interaction with technical staff and other departments. 
• Strong PC skills including word processing, spreadsheets, database applications (Word, Excel, PowerPoint, Access) and other internal systems. 
• Ability to deal with client information in a confidential manner. 

47085

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.