Group Lead Client Service - Pittsburgh, PA req35624 in Pittsburgh, PA at Quest Diagnostics

Date Posted: 11/7/2019

Job Snapshot

Job Description

Group Lead Client Service- Pittsburgh, Pennsylvania - Monday - Friday 9:30 am to 6 pm with rotating weekends

Questions and Answers.  In Client Services 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, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Basic Purpose:
Functions as a member of the Client Services Leadership Team to coordinate various areas of Client Services.   Ensures optimum team performance by providing leadership through support and assistance to achieve the department’s organizational goals of superior customer service and quality patient care.  Handles the most complex customer issues that cannot be resolved immediately.  May provide coaching, training and support to Tech Rep I, II, CSR I, II and Assistants.  Assumes responsibility of Supervisor when the Supervisor is not available. 

Principal Duties:
• Provide leadership to section or department by being a functional resource and assists the Supervisor with daily operations
• Assist with direction and monitoring of work flow to meet deadlines and assure departmental coverage
• Responsible for maximizing quality and efficiencies to meet department goals
• Reinforces policies, procedures, work assignments, etc., by demonstrating “gold standards” behaviors and following through
• Provide feedback and documentation to Supervisor on employee performance
• Knowledgeable in all areas of Client Service and functions proficiently in any department area
• Performs the duties of Client Service Representatives as needed
• Demonstrates leadership quality that provides a positive influence to all team members
• Completes special projects as requested by the Supervisor
• Alerts the Supervisor and/or Manager of employee or client dissatisfaction through established documentation procedures
• Provides education and guidance to clients about Quest Diagnostics lab processes
• Understands the importance of Quality Service and how it is measured
• Other duties as required to meet the customer’s requirements

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:
Education Preferred: High School diploma or equivalent

Work Experience: 5+ years customer service experience

Other:
• 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

Principal Decisions:  Describe the most 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 to obtain medical / technical information necessary to provide advice to clients and staff
• Ability to handle multiple tasks and work in a fast paced environment
• Effective interpersonal communication skills.  Able to speak the English language clearly and effectively communicate to the department.
• Ability to handle stressful situations and demonstrate a potential for strong independent problem solving skills.
• Demonstrates strong leadership and interpersonal skills.

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