Lab Access Experience Manager
Secaucus, New Jersey
At a glance
Every day as a Quest career professional, you’ll work in a dynamic, collaborative environment with the latest cutting-edge technology. As a laboratory operations team member, you will play a key role in ensuring that the highest standards of quality, safety, and integrity are upheld while meeting the needs of our patients. And, you’ll be supported by a company committed to helping you grow a rewarding career through cross training and comprehensive learning opportunities.
Success profile
What makes a successful candidate? See if you have what it takes.
- Collaborative
- Efficient
- Focused
- Results-driven
- Quick-thinking
- Organized
See how your career can grow
With a world of opportunities in our supportive environment, you’ll take your career to the next level. From collaborating with senior leaders on meaningful work, to on-the-job training, we are committed to fostering your growth, so you can build a successful career. Here is just one example of a career path you can take.
- Lab Associate Lab Associate
- Lab Technician Lab Technician
- Lab Technologist >Lab Technologist
- Lab Supervisor or Trainer Lab Supervisor or Trainer
- Additional Advancement Opportunities Additional Advancement Opportunities
Job Details
Lab Access Experience Manager - Secaucus, NJ - Monday to Friday 8:00AM-5:00PM
Responsible for maintaining key account relationships with lab access customers and is the Quest Diagnostics representative on external meetings. The position requires strong relationship management with the business development team, franchise, clients and internal teams at the national and regional levels. They interact with each of the functional groups to analyze chronic service failures to create and implement process improvements with corrective action plans. In addition, they proactively evaluate customer needs and requirements to create optimal service delivery options for our clients.
Superior communication skills (written and verbal) are necessary to maintain an outstanding level of service to both internal and external customers. The position will a handle inbound and outbound customer communication through scheduled meetings, telephone or email. The position also requires exceptional organizational skills, as well as an ability to perform multiple tasks simultaneously to maintain client relationships.
Pay Range: $97,570.00+ 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/Dental/Vision for FT employees who work 30+ hours
• 15 PTO days first year
• Paid Holidays
• Annual Bonus Opportunity
• 401(k) with matching contributions
• Variable compensation plan (AIP) bonus
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Blueprint for Wellness
• Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours
• Opportunities for career advancement
• Training provided!
- Primary point of contact for assigned Lab Access Customers
- Maintains direct Client Communication through scheduled external virtual meetings, as well as phone and email. Travel may be necessary for in person meetings.
- Understands all aspects of the Customer from the Business Development, Technical, Billing and Patient Service perspective. Align on the value proposition presented to that customer as well as their key needs.
- Manages issues/complaints/feedback from customers
- Utilize data to evaluate customer concerns and develop solutions that address root cause.
- Triage/resolve issues in a timely manner through investigation using tools, relationships with internal teams, and appropriate escalations that may involve leadership or additional subject matter experts as needed.
- Document through Salesforce (SFDC) Cases
- Communicate with internal teams related to service failures and/ or issues the customer experienced.
- Act as a liaison with escalated issues IT and Billing
- Provides education and guidance to assigned clients about Quest Diagnostics lab access
- Align with internal teams to support non-issue service needs. These may include accession level support such as test adds, post analytical changes, cancellations, resolution of Test in Question in the QLS system, or client bill questions.
- Provides proactive key account monitoring utilizing tools in Quest Diagnostic system to identify opportunities to reduce service failures for lab access customers. This may include creation of client education and application of project tools to address complex client experience needs.
- Ongoing collaboration with Regional and National teams, Business Development and Franchise teams
QUALIFICATIONS
Required Work Experience:
- Minimum of 5-7 years of successful customer relationship experience including responsibility for investigating, analyzing and resolving customer concerns.
Physical and Mental Requirements:
- Sitting for long period of time.
Technical Knowledge:
- Strong PC and Quest systems (QLS/QBS) skills including experience with word processing, spreadsheet, and database applications (MS Word, Power Point, Excel, Access)
- Broad understanding of the laboratory business and its service requirements
- Preferred experience with Quest Lab Systems, including Salesforce (SFDC) and Quanum
Skills:
- Direct customer contact skills.
- Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely.
- Demonstrate effective, strong writing and composition skills.
- Strong organizational and prioritization skills.
- Demonstrated Ability to work effectively in a team environment
- Proven problem-solving skills with the ability to develop appropriate resolutions.
- Strong, effective presentation skills in group setting.
- Demonstrated ability to influence and create change.
- Action Oriented.
- Customer Focused.
- Functional / Technical Skills.
- Decision Quality.
- Interpersonal Savvy.
- Composure.
Preferred Skills:
- Align to Quest Culture / How We Work
- Customer First
- Care
- Collaboration
- Continuous Improvement
- Curiosity
EDUCATION
Bachelor’s Degree(Required)
Bachelor’s Degree
LICENSECERTIFICATIONS
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.
2024-75576
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets
Culture
We’ve built a welcoming, inclusive workplace where people are inspired to learn, develop, and progress in their careers. There’s stability, so you can explore many career paths in one field. There’s flexibility, helping you to build a fulfilling life and rewarding career. There’s training and development to align your work with your business success. No wonder there’s more to discover at Quest.
Learn moreBenefits
We’re committed to helping our people live a healthier lifestyle. One way we do this is by offering a comprehensive total rewards package, so you can take care of yourself and the ones you love. Find out how our benefits provide you with everything you need to thrive—now and in the future.
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Medical, supplemental health, dental, and vision
From medical, dental, and vision coverage plans designed to meet your needs, to supplemental health plans for an additional layer of financial protection, you can rest assured that your health is high on our agenda.
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Annual incentive plans
All eligible employees are invited to participate in our success in our annual incentive bonus plan payout.
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401(k)
You’re eligible to join the Quest Diagnostics 401(k) Plan on your date of hire. The company will match up to 5% of your annual salary.
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Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.
Quest Diagnostics is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please complete the accommodation request form.