Rep Client Service - Tech I - San Juan Capistrano, CA req27302 in San Juan Capistrano, CA at Quest Diagnostics

Date Posted: 7/18/2019

Job Snapshot

Job Description

Schedule: Tuesday-Saturday; 9am-5:30pm

This position functions as the primary contact in a laboratory, or group of related laboratory departments and for internal and external customers. Responsibilities include interdepartmental collaboration with: Client Services, Specimen Processing, Problem Resolution, Sales Support/Marketing, Database, Billing and Compliance. This Position will field all incoming laboratory customer inquiries, resolve technical, logistical and billing problems or refer calls to the appropriate supervisor/manager or director for consultation. This Position will resolve incoming sample problems and make outgoing client calls to request additional information or clarification. This individual also serves as a sales/marketing support providing literature, references and up to date test information. This individual may periodically oversee test utilization on selected tests and contact corresponding sales and clients to inform them of significant changes. This individual will retrieve sample reports, test data and related documentation/materials for director review and consultation.
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Job Accountabilities
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This position will be responsible for all or some of the following duties:

Under general supervision, utilize specialized databases, department worksheets, and other documented information, to resolve complex client, logistical and sample related problems and exceptions. Proactively initiates processes to reduce/eliminate problems and expedites prompt testing.
Professionally handles all incoming client calls to the call center. Triage to appropriate level if unable to answer.
Under general supervision, contact clients to request necessary missing information, clarification of order and provides customer education.
Train Department Administrators or assistants.
Serves as the primary resource and support for Client Services, Specimen Processing, Problem Resolution, and Sales/Marketing.
May participate in Sales training and TSO managers meetings.
Coordinate sharing of information across departments for integrated reports.
Liaison to sales and customers to communicate changes and/or potential customer problems. Initiates Service Failure documentation.
Orient new Client Service representatives to respective department(s).
Professionally interact and promptly follow-up with internal and external customers.
Under general supervision, maintain and archive respective Call Center Standard Operating Procedures (SOPs).
Organizes and provides reference materials/sample reports for sales representatives.
Prepare and send sample collection kits to requesting clients, as applicable. Assist in the mailing of images/graphics/final supplementary reports or other tested material (as applicable).
Performs the TEST ADD function, which includes REQMOD, MINI, and MAXI function as requested by the laboratory or client. This includes managing and archiving documents to be compliant with regulatory agencies.
Backup to department result entry, if needed.
Return of specimens (such as paraffin blocks and/or slides) to clients, as applicable.
Backup to Department Administrator, if needed.
According to department needs, organize/maintain selected changes in test database.
19. Responsible for other tasks/projects as assigned by department management.
Performs complex result entry (dictated or written text by a pathologist). Types and prepares
      supplemental reports with graphics and mails/faxes to customer.

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Job Requirements
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Minimum of a high school diploma with exposure to Life Sciences (AA or BS/BA is highly desirable).
Three to five years’ progressive experience meeting or exceeding performance expectations in Nichols Institute Client Services and/or Specimen Processing, and/or respective laboratory.
Knowledge of technical processes of laboratory testing in the department.
Knowledge of medical terminology.
Demonstrated strong verbal and written communication skills.
Excellent problem solving skills.
Ability to work independently is self-motivated, with a minimum of supervision.
Ability to work as part of a team, across all levels.
Must be able to handle multiple tasks and work in a fast pace environment.
Must exhibit effective interaction with technical staff, customers and other departments.
Capable of exercising good judgment.
12.  Excellent working knowledge of PC operation, as department requires (Microsoft Word, Excel, etc)
13.  Maintain patient confidentiality.
14.  May handle patient specimens (some or all of which may be irreplaceable samples).

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