Manager, Strategy & Ops - Customer Care (Remote)

Job Description

About questhealth.com

In the age of the ‘Quantified Self,’ we track everything from steps to reps to calories to beats – nudging small strides that can make a big difference. And while biometrics matter, the next wave of self-measurement are biomarkers – what’s going on inside – like complete blood count, vitamin levels, inflammation, presence of antibodies and infections. Tests that used to require a doctor's visit can now be purchased online. 

In the fall of 2022, Quest Diagnostics, a legacy B2B healthcare powerhouse and the world’s leading provider of diagnostic information services, re-launched its consumer website as questhealth.com to meet the growing demand for consumer-initiated testing. This e-commerce platform, now operated by Quest Consumer Inc. (a subsidiary of Quest Diagnostics), has helped to diversify Quest’s offerings, catering to the evolving needs of today’s modern consumer. questhealth.com enables convenient, affordable access to lab work and serves a greater purpose of inspiring and empowering people to have more control over their health journey.

Consumer testing has become a billion-dollar industry, bolstered by a slew of venture-backed players. But unlike these start-ups, Quest provides the same test hospitals use without a doctor's visit. Leveraging the latest HealthTech and MarTech, we stand apart by providing clinical-grade results straight to your device, in the same time it takes others to put a kit in the mail. 

How We Operate 

 At Quest, we’re agents of change. We are a dedicated and insulated business within the enterprise. We are the growth engine of the company, charged to think fast, act faster and break the mold. We move at the speed of a start-up while standing on the shoulders of a giant. By design, we don't all have healthcare experience, but miles of consumer and product experience. We are defining the future of human data science. So, at our core, questhealth.com starts with technology and ends with the user…and find incredible ways to connect the two. 

The business development team focuses on identifying and building relationships with third parties to improve the questhealth experience as well as bringing the power of Quest to other consumer brands.

What we believe 

• We believe in a results-driven workplace. All that matters are results. We measure success by output, not input. 

• We believe in a virtual workplace. To get the best talent we need to cast the widest net. We hire from anywhere in the US. Technology allows us to come together without always being together. But when we do meet up IRL -- we make the very most of it. 

• We believe in a diverse workplace. Come as you are and come with a point of view. High performing teams require diversity of thinking – reflected through unique identities, cultural, styles and personal experiences we love to celebrate. 

Overview of Position

This position will support the Strategy & Operations, Customer Care, Sr. Manager in the Consumer Initiated Testing (CIT) Team. They will work closely with all members of the CIT Operations Team to ensure a seamless customer journey for B2B Partners and questhealth.com:

• Engage with the broader CIT Team as well as the Quest Diagnostics Teams to set up Partner accounts, troubleshoot, and ensure positive customer experiences. 
• Act as the main point of contact for top tier Partners, leading the onboarding and ramp up processes.  
• Standard account management and client relationship management duties will be required.

Responsibilities:

To be successful in this role, you will:

• Partner with internal Teams to prioritize and resolve customer and/or service issues for top CIT Partners and the questhealth website.
• Proactively evaluate customer needs & CIT Offerings and assess details for both simultaneously. Prioritize needs and work with Biz Dev, Product, and Tech Teams to set expectations for Partners about when and how issues can be resolved.
• Be an effective project manager. There will be an element of project management during the Partner set up and onboarding period. Learn from all parties involved what Quest’s value proposition is for the customer, as well as their key needs to ensure a successful, long-term relationship.
• Evaluate all Partner information received and contribute to a Partner start-up Plan in coordination with the Onboarding & Connectivity Lead. The Plan will include a communication strategy, including leading regular calls during the client set up and launch process with other key Quest leaders to ensure operational readiness.
• Be responsible for managing the CIT Operations inbox for inbound issues from Partners and resolving independently or triage, as needed.
• Back up other DTC accounts under the CIT umbrella when colleagues are out of office or additional support is needed.
• Oversee Customer Service Representatives’ offline work and written communication support for account – including but not limited to Test Not Performed lists, Sales Force Cases, email inquiry. 
• Provide continuing education to Partners on new technologies and laboratory testing, including updates to tests they perform.
• Research IT Tickets including checking multiple systems trying to determine where a breakdown occurred – work in tandem with agile coaches to identify where tickets should be assigned and communicate resolution to broader team(s). To resolves issues on the QDX side, keep up to date on all current information and communicate internally and externally as appropriate. 
• Pull and analyze reports from multiple systems (Quanum, informatics, Sales Force, Stripe) to assist in creating and tracking operational success metrics to share across the CIT team to support data-driven decisions.
• Create and update training materials and documentation for the Partner onboarding Plan. The goal of the Plan is to set appropriate expectations for the customer and provide a clear understanding of what Quest will support. Coordinate and provide updates to internal partners such as customer service, patient service, and lab operation teams.
• Manage Partners’ fee schedule(s) and special quote activity by working with the Quest pricing team. Partner with our billing resources to monitor orders that are hung up in the system due to pricing or system issues. Align with finance and operations on discrepancies.
• Ensure compliance with company policies and government regulations. 
• Complete all administrative tasks thoroughly and promptly.
• Assist with direct sales line of business as needed. 

Qualifications:

 Required WorkExperience: 

• A bachelor’s degree or higher or equivalent experience 
• 5 – 7 years of relevant experience in business strategy/ consulting, operations, investment banking or related; experience in high growth start-up
• 5 – 7 years of experience in an Account Management, Sales Support or customer facing role
• 5 – 7 years in a laboratory or diagnostic environment preferred

Preferred Work Experience: 

• MBA or equivalent
• Ability to navigate through QLS, QBS Quanum and Sales Force
• 5 – 7 years of relevant experience in business strategy/ consulting, operations, investment banking or related; experience in high growth start-up 
• Retail, supply chain, logistics and/or eCommerce 
• Platform-oriented businesses 
• Inventory management
• Volume and/or budget forecasting
• CX design
• Healthcare 

Physical and Mental Requirements: 

• Perform job duties with frequent interruptions or distractions 
• Manage multiple priorities, adjust priorities quickly as circumstances dictate
• Working on a computer for long periods of time

Knowledge and Skills:

• See competencies

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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.