Group Lead Client Svc Tech - Memphis, TN req30066 in Memphis, TN at Quest Diagnostics

Date Posted: 9/9/2019

Job Snapshot

Job Description

Group Lead Client Svc Tech- Memphis, Tennessee - Mon - Fri

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.


Assists department supervisor by performing combinations of the following activities: schedule coordination, providing input to supervisor for performance review and disciplinary action, and performs all the duties of a Technical CSR II. Typically leads 5+ EEs.


  • Handle all customer inquiries by telephone regarding verbal reporting of results, concerns of service failures and other duties needed to provide customer satisfaction. Report laboratory results to clients using established protocols.
  • Document reporting or call history in the patient file and maintain appropriate records.
  • Contact the client to resolve routine or medical/technical matters related to patient testing and result reporting.
  • Use established protocols for reporting client concerns.
  • Provide research and resolution on complex medical/technical issues, including those that have been referred by CSR I, II and Assistants.
  • Coach less experienced staff.
  • Recognize quality service issues and provide feedback to appropriate personnel on opportunities for improvement.
  • May accept leadership responsibilities and delegate work in the absence of the supervisor or manager.
  • Has ongoing responsibility for maximizing department quality and productivity by monitoring service levels and minimizing abandoned calls.
  • Will provide training and guidance to lower level technicians.
  • Other duties as required to meet the customer's requirements.

Supervision Exercised:


  • Education Preferred: BS in a Life Science required

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