Customer Care Representative I
Lenexa, Kansas
At a glance
Every day, our team of compassionate and collaborative people use their talents and experience to move the healthcare industry forward. By joining us in a Customer and Client Services role, you’ll have a vital part to play in creating positive change by strengthening and growing our internal and external customer relationships. In turn, we can offer you the chance to grow professionally through our learning and development opportunities, tuition reimbursement, and so much more.
“So the best part of my job working at Quest Diagnostics would have to be knowing that I’m contributing to someone’s well-being.”
- Carlos Castro, Customer Care Representative
Success profile
What makes a successful candidate? See if you have what it takes.
- Collaborative
- Compassionate
- Curious
- Proactive
- Problem solver
- Relationship expertise
See how your career can grow
At Quest, we invest in our people by offering ongoing training and development courses that cater to the wide variety of jobs at our organization. You can move easily across our company and take on more challenges based on your strengths and interests. All employees can work in many different departments and we like to promote from within. Here is just one example of a career path you can take.
- Client Service Representative Client Service Representative
- Sr. Client Service Representative Sr. Client Service Representative
- Client Service Group Lead or Trainer Client Service Group Lead or Trainer
- Client Service Supervisor Client Service Supervisor
- Additional Advancement Opportunities Additional Advancement Opportunities
Job Details
Customer Service Representative I -Remote Work Available | Lenexa, KS
Training Schedule: Monday - Friday, 7:00 am - 4:00 pm CT with 1 hour lunch; ONSITE in Lenexa, KS (must be able to train onsite)
Training Timeline: 5 weeks
Work Schedule: 9:30 am - 6:00 pm Monday - Friday with 30 mins for lunch; remote position after successful training completion
Anticipated Start Date: June 17th
Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a routine complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.
- Supports assigned client group(s) performing routine complexity health related customer excellence activities.
- Typically makes routine outbound, health related customer calls following set scripts, procedures.
- Maintains complete customer/patient confidentiality for all health, personal and other customer information.
- Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
- Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.
- Supports all client group(s) based on business needs.
QUALIFICATIONS
Required Work Experience:
- 1-year related customer service excellence experience.
Preferred Work Experience:
- Health care and laboratory related experience.
- Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.
Physical and Mental Requirements:
- Consistent exceptional customer service, accuracy and quality focus required.
Knowledge and Competencies:
Align to Quest Culture & How We Work:
- CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
- CARE - We show each person they matter.
- COLLABORATION - We commit teamwork - inside and outside of Quest.
- CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
- CURIOUSITY - We ask vital questions in search of richer answers.
- FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
Skills:
- Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
- Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.
EDUCATION
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
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.
Culture
We’ve built a welcoming, inclusive workplace where people are inspired to learn, develop, and progress in their careers. There’s stability, so you can explore many career paths in one field. There’s flexibility, helping you to build a fulfilling life and rewarding career. There’s training and development to align your work with your business success. No wonder there’s more to discover at Quest.
Learn moreBenefits
We’re committed to helping our people live a healthier lifestyle. One way we do this is by offering a comprehensive total rewards package, so you can take care of yourself and the ones you love. Find out how our benefits provide you with everything you need to thrive—now and in the future.
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Medical, supplemental health, dental, and vision
From medical, dental, and vision coverage plans designed to meet your needs, to supplemental health plans for an additional layer of financial protection, you can rest assured that your health is high on our agenda.
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Annual incentive plans
All eligible employees are invited to participate in our success in our annual incentive bonus plan payout.
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Virtual work options
Quest Virtual Model allows eligible Quest employees to work either a hybrid schedule (two to three days from home per workweek), a near-site schedule (primarily from home with occasional work in a Quest office), or fully remote. Decisions are made on a case-by-case basis with the employee’s manager and HR Business Partner.
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Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.