Dedicated Service Specialist - Precision Oncology

Job Description

Dedicated Service Specialist - Precision Oncology - Lenexa, KS, Monday to Friday, 8:00 AM to 6:00 PM

Responsible for supporting key precision oncology accounts, focusing on relationship management, complex problem resolution, and proactive service failure reduction. This role acts as a dedicated liaison for customers to ensure a seamless end-to-end experience, from order entry to result delivery and billing.

Pay range: 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!

Responsibilities:

• Act as the primary laboratory and billing liaison for dedicated precision oncology accounts.
• Work with Commercial Sales as soon as the target customer has been identified as a candidate for this process. Learn from all parties involved what the value proposition is that has been presented to that customer, as well as their key needs, to ensure a seamless transition. Understand all aspects of the Customer from the Commercial Team.
• Monitor tests in progress from order to specimen receipt, and specimen receipt to result, proactively communicating any delays or issues related to testing or tissue.
• Analyze account health data and metrics to proactively identify service gaps and opportunities for improvement.
• Partner with the commercial team to create account-specific communication plans, strategize critical account health, and support client business reviews.
• Engage with billing partners to ensure correct bill types, support claims and appeals by securing necessary documentation, and educate clients on billing requirements.
• Provide education and guidance to clients on clean order submission, specimen requirements, and lab processes to minimize service failures.
• Serve as a point of contact for technology needs, including supporting user access requests and new user enrollment for Quanum portals. 
• Drive all issues to a complete and final resolution by collaborating effectively with cross-functional internal partners (Commercial, Logistics, Medical, Clinical, Hemepath, Customer Solutions, etc.).
• Assists with the preparation and supports the commercial in the presentation of Customer Business Reviews, as required
• Be physically present prior to and during the customer’s critical “go live” time. Travel can be as high as 25% working with the Commercial Sales team.
• 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:  

• Minimum three (3) to five (5) years of experience in technical customer service, healthcare client services, or a related field.
• Experience in oncology, pathology, or a related clinical field.
• Experience working with hospital, oncology clinic, and health system clients.
• Experience in a relationship-building role and or relationship management role,
• Experience collaborating with commercial sales teams and using Salesforce (SFDC) or a similar CRM.

Preferred Work Experience:

• Experience in oncology, pathology, or a related clinical field.
• Experience working with hospital, oncology clinic, and health system clients.
• Experience in a relationship-building role and or relationship management role,
• Experience collaborating with commercial sales teams and using Salesforce (SFDC) or a similar CRM.

Skills:

• Deep understanding of end-to-end specimen requirements and lab processes.
• Ability to communicate complex clinical and logistical issues clearly and concisely to various audiences.
• Strong critical thinking and problem-solving skills with the ability to analyze data to identify actionable insights.
• Excellent interpersonal skills with the ability to build effective relationships and serve as a trusted liaison for customers.
• Demonstrates persistence and grit to overcome obstacles and navigate a complex matrix organization effectively.
• Strong organizational and prioritization skills.
• Proficient with digital skills, including computer, PowerPoint, Microsoft applications, phone systems, chat, automation, and AI.

Work Environment:

• Hybrid onsite at the office, laboratory, and virtual remote.
• Travel required

English required

Education:

• High school diploma or equivalent education (Required)

• Bachelor’s degree in Life Science, Business, or Customer Relations. (Preferred)

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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.