Rep Customer Care II - Tampa, FL req32004 in Tampa, FL at Quest Diagnostics

Date Posted: 9/10/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    10441 University Center Drive
    Tampa, FL
  • Experience:
    Not Specified
  • Date Posted:
    9/10/2019
  • Job ID:
    req32004

Job Description

Rep Customer Care II- Tampa, Florida - 

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Basic Purpose:

Handle all inbound, customer contact received by telephone, electronically, in writing and in person.  Troubleshoot inquiries.  Handle more processes complex customer issues and ensures proper escalation when appropriate.   Place outbound calls to clients in accordance with call log procedures and policies.  Assist both co-workers and upper management when needed.

Principal Duties:

• Handle all customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service

• Report laboratory results to clients and patients using established protocols.

• Document reporting or call history in the required format and maintain complete and accurate records.

• Contact the client to resolve routine matters related to patient testing and result reporting.

• Report client concerns using established protocols.

• Provides education and guidance to clients about Quest Diagnostics lab processes

• Understands the importance of Quality Service and how it is measured

• Escalates issues as appropriate using established protocols

• Provide research and resolution on complex issues, including those that have been referred by CSR I and Assistants.

• May provide peer : peer training to new hires.

• Responsible for maximizing  quality and efficiencies to meet department

• Leads by example in demonstrating “Everyday Excellence ” behaviors

• Performs other duties as required to meet the customer requirements.

• Job requirements with a competency score of 90% or above, director observations and record reviews with scores of 100% for each job:
Outbound, Inbound, Test information, TNP. Test Add, TIQ, Presumptive testing/CL codes, Mislabeled/unlabeled, PAND, Problem tracking, Demo changes and correct account #’s.

THE ABOVE STATEMENTS DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB.  THIS IS NOT AN EXHAUSTIVE LIST OF ALL THE DUTIES AND RESPONSIBILITIES THAT AN INCUMBENT MAY BE EXPECTED TO PERFORM.    

Qualifications:

Education Preferred:  

Minimum high school diploma or equivalent


Work Experience:  

Previous medical or customer service background preferred. (30 months of client service experience with Quest Diagnostics).

Other:

• Demonstrated strong customer service and interpersonal communication skills.  Able to speak the English language clearly and effectively communicate to caller and peer group

• Demonstrated strong writing and composition skills.

• Ability to work in a team environment

• Strong organizational skills

• Demonstrated ability in handling of complex issues and strong First Call Resolution

• Demonstrated composure in stressful situations

• Demonstrated ability to follow company and department policies and procedures

• Demonstrated ability to operate basic office equipment and utilize proficient computer skills

• Demonstrated ability to handle multiple tasks and work in a fast-paced environment

• Demonstrated Integrity and a commitment to values

• Demonstrated ability to coach or mentor other repsPrincipal Decisions:  Describe the most important decisions that are made in the course of doing the job.

• Accurate identification and clarification of client or patient request.

• Appropriate escalation of issues that are beyond skills or scope of CSR.

• Determination of appropriate response to client inquiries and concerns

• Creation of complete and accurate documentation of all interactions

• Suggestions for process improvements related to department operations or client concerns

• Accept additional responsibilities with a positive attitude and foster teamwork

• Exhibits collaborative  interactions with technical staff and other departments

• May handle specimens

• Advise clients and staff with complex, procedural questions

If you’re interested in career opportunities, but not ready to apply, join our talent network to stay connected to us and receive updates on the latest job opportunities and company news.

Group of people