Rep PS I (Phleb)- Kirkland, Washington in Kirkland, WA at Quest Diagnostics

Date Posted: 7/24/2019

Job Snapshot

Job Description

Rep Patient Svc Tech- Kirkland, Washington - M-F

Go the extra mile.  Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

In Patient 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, Patient Service roles are tremendously important – it is a patient-focused role where it is essential to remember that there is a life and person behind every test tube. Your skills are critical, as is your ability to work with the patients. The role is varied and offers a developing career in Phlebotomy due to the scale and reach of Quest. You can grow and improve your skills in a fast-moving, supportive team environment. Most importantly, you can help us make a real difference.

Basic Purpose:

The primary role of the Patient Services Tech Representative is to ensure a superior customer experience by:  1) delivering excellent customer service to patients and employees by promptly providing resolution to all on-line inquiries in either writing or by telephone and, 2) analyzing and delivering timely follow-up on all issues that require additional investigation. 


Duties and Responsibilities:

  • Handles all patient and employee inquires received by email. Provides  superior service, by accurately identifying the sender’s request and appropriately responding in writing or by telephone
  • Completes all interactions in a professional manner, communicating the resolution effectively
  • Researches, troubleshoots and resolves complex patient and employee issues or complaints
  • Interfaces with Patient Services team or other functional departments, when necessary, to identify issues and resolve patient complaints 
  • Recognizes quality service issues and provide feedback to appropriate personnel on opportunities for improving the patient experience
  • Escalates issues beyond the skill/scope of the position to the appropriate persons within Patient Services using established protocols
  • Documents all interactions with patients in a timely and effective manner and maintains and completes accurate records
  • Sets up and maintains site information in the Facilities Database and Appointment Scheduler
  • Follows established protocols to handle all job duties and responsibilities
  • Responsible for maximizing quality and efficiencies to meet department goals
  • Accepts additional responsibilities with a positive attitude and fosters teamwork

 

Skills:

PC skills, with proficiency in Word, Excel and Outlook

Demonstrates proficiency with patient and client correspondence

Strong customer service skills

 

Abilities:

Demonstrates strong writing and composition skills

Demonstrates excellent verbal communication skills

Demonstrates the ability to speak the English language clearly, effectively communicating to patients and other employees

Exhibits ability to comfortably interact with Patient Services and other functional departments

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

Demonstrates strong organizational skills

Demonstrates ability to handle complex issues, with strong problem solving skills and judgment

Demonstrates the ability to operate basic office equipment

Able to work independently and as part of a team

Demonstrates a commitment to Quest Values and Integrity

 

Knowledge:

Customer Care Gold Standards

Previous Medical or clinical laboratory background a plus

Education/Work Experience:

High School diploma or equivalent

Minimum of 3-5 years of customer service experience, preferably in a medical or clinical laboratory setting Lominger

 

Competencies

Priority Setting
Time Management
Informing
Total Work Systems
Conflict Management
Perseverance
Drive for Results
Organizational Agility
Interpersonal Savvy
Customer Focus
Composure
Listening
Personal Learning

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