Senior Connectivity Operations Analyst in Addison, TX at Quest Diagnostics

Date Posted: 12/4/2020

Job Snapshot

Job Description

Look for more than answers.

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.

As a Connectivity Analyst, you will work for the world leader in the industry, with a career where you will have the opportunity to collaborate and affect change while expanding your leadership skills and technical knowledge. You can make a real impact in a market that is growing and developing.

Position: Senior Connectivity Analyst

Purpose of Position:

Tier II Support Analyst will provide timely solutions to complex connectivity issues related to Quanum Suite of Products, EMR Interfaces including HUB & VPN (Impact/Cloverleaf), Bridges, HL7, and other connectivity products.  Other duties include monitoring ServiceNow queues, performing root cause analysis (RCA), performing product release User Acceptance Testing (UAT), training Tier-1 analysts, etc. This position interacts with Sales, Clients, Vendors, Client Connectivity functions and BU representatives to resolve client connectivity issues.

Job Responsibilities:

Follow processes and procedures to meet established Service Level Agreements (SLAs) and Service Level Objectives (SLOs)
Meet or exceed CHD Tier II Analyst productivity and quality goals
Understand diverse lab, Quanum Suite of Products, EMR interface, and vendor systems and procedures across different business units and functions.
Ensure 100% of service issues are documented and classified correctly in ServiceNow
Drive continuous improvement in quality and productivity through innovation
Provide excellent customer service by:
Taking ownership of escalated issues, running the triage call when needed and maintaining ownership through closure
Delivering a consistent customer experience for each issue
Using verbiage that is easily understood by non-technical customers, when appropriate
Working with internal and external cross-functional teams to identify root cause(s) and apply timely and appropriate resolutions
Proactively updating management on issues that effect customer satisfaction
Identify strategies to reduce ticket backlogs and the number of ageing tickets
Provide technical assistance and training to CHD Tier I analysts that includes:
Planning, preparing and providing training
Receiving training feedback and updating training material as necessary
Perform User Acceptance Testing of product releases, report the results, and work with the product development groups to improve the release quality
Provide input to management on technological solutions that resolve client connectivity issues
Participate in conference calls with sales, client accounts, and with clients as required
Provide support to HIE/National/Large Account Clients as per the agreed SLAs
Manage client escalations to successful resolution
Identify new approaches or methods to develop solutions for client connectivity issues
Comply with Quest Diagnostics’ mission, values and standards


Incumbent should possess education, knowledge, skills, experience and special requirements (travel, on-call support etc)
Degree (BS/BA) or comparable experience
3 years of experience in support of end user/clients in a technical support setting
Strong commitment to customer service through teamwork
Demonstrate solid grasp of key technical and process concepts related to all types of client connectivity issues
A combination of Information Technology, Customer Service and Project Management skills, or equivalent training
Excellent trouble shooting skills
Proficient with interface support and problem resolution procedures.
Strong verbal and written communication skills to interact with internal business partners and external clients
Needs to work during nontraditional business hours to support multiple time zones when needed

Desired Qualifications:

Experience in Health Care industry and/or clinical information systems support
Proficient with at least a couple of systems such as LIS systems that are currently deployed at Quest Diagnostics, Quanum Suite of Products, EMR Interfaces, and HL7,etc.
Solid understanding of support tools, processes, and environment, including call tracking software (i.e. ServiceNow)

Apply Today

Join us for competitive benefits and development opportunities in a progressive and supportive environment. Help us improve our service, and the experiences of our patients and colleagues. Work with us and together we can be better.

Your Quest career. Seek it out.

All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity or Citizenship. 

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