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Customer Care Representative II

Lenexa, Kansas

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More: Trust Discover a team building relationships that matter.

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.

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  • 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

Category Customer Service Location Lenexa, Kansas Job function Operations Job family Client Services
Shift Day Employee type Regular Full-Time Work mode On-site

Customer Care Representative II - Lenexa, KS - Monday to Friday 8:00AM-5:00PM

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc. 

Pay Range: $17.20+ per hour


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/Dental/Vision for FT employees who work 30+ hours
• 15 PTO days first year
• Paid Holidays
• Annual Bonus Opportunity
• 401(k) with matching contributions
• Variable compensation plan (AIP) bonus
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Blueprint for Wellness
• Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours
• Opportunities for career advancement
• Training provided!


  • Supports assigned client group(s) performing moderate complexity health related customer excellence activities. 
  • Typically makes moderately complexity, inbound and 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.

QUALIFICATIONS

Required Work Experience:  

  • 1 to 2 years related customer service excellence experience; typically, with minimum 1 year as CSR1 level.

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.
  • Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each. 

Skills:  

  • Technical: 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)
Some College Courses

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.


2024-77949


Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets

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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 more

Benefits

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.

  • 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.

  • Annual incentive plans

    All eligible employees are invited to participate in our success in our annual incentive bonus plan payout.

  • 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.

Quest Diagnostics is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please complete the accommodation request form.