Service Solutions Specialist in Denver, CO at Quest Diagnostics

Date Posted: 1/9/2020

Job Snapshot

Job Description

Service Solutions Specialist

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.

This person will be responsible for supporting multiple key accounts, hospital clients and Health System accounts focusing on relationship management, problem resolution and escalation of issues.  Superior communication skills (written and verbal) are necessary to maintain an outstanding level of service to both internal and external customers.  They will handle all inbound and outbound customer communication by telephone, fax or email.  This position requires strong relationship management with the commercial team, clients and internal support systems staff.  This position requires exceptional organizational skills, as well as an ability to perform multiple tasks simultaneously. Responsible for providing service excellence in client interactions to maintain client relationships of assigned customers.

Principal Duties:

•           Monitors and engages with assigned key accounts including hospital and health system clients to minimize client and patient issues.   Quickly take action when issues are identified with the appropriate functional contact to resolve the issue.

•           Responsible for proactively identifying opportunities to reduce service failures for their accounts

•           Provide education and guidance to assigned clients about Quest Diagnostics lab processes and educates clients on new products and services offered by Quest Diagnostics.

•           Act as a point of contact when the customer needs assistance with a laboratory issue.

•           Assists Customer Solution Specialists when needed with onboarding and monitoring of new accounts

•           Document and communicate with the Commercial Representative and Customer Solutions Specialist information related to service failures and/ or issues the customer has experienced.

•           Provide support for non-issue service requests by the client.  These may include accession level support such as test adds, post analytical changes, cancellations, resolution of Test in Question in the QLS system.

•           Act as a liaison with escalated issues IT and Billing when requested by client or Commercial representative.

•           Set up scheduled reports in QLS as requested by the client, such as TIQ/TNP management reports or other custom client specific reports

•           Builds appropriate rapport without alienating anyone; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably

•           Evaluates  facts and data  to draw reasonable conclusions for solving a problem or making a decision

•           Clearly communicates actions taken in solving issues; if complex involves the SME (Subject Matter Expert) and ensures the resolution meets client expectations

•           Ensures internal problem resolution for assigned clients; maintains documentation in accordance with SOP’s.

•           Provides direct support via telephone, email or client visits as needed.  Client visits are expected to be <10% of employee time

•           Support clients on new products and services being implemented by the customer.

•           Works in concert with the Commercial Representative to develop and implement client-based strategies.

•           Utilizes SFDC for documenting issues as a case or request


Job Specifications: Education and experience required.

•           3-5 years technical or customer service experience

•           BA preferred

•           Broad understanding of the laboratory business and its service requirements

•           Proficient desktop skills, including Excel, Word, internet etc.

•           Proficient is the use of systems to support the customer’s and internal needs including QLS, SFDC, QBS, etc.

•           Demonstrated strong customer service and interpersonal communication skills.

•           Medical Terminology required

•           Ability to clearly define problems, analyze and provide solutions.

•           Demonstrated strong writing and composition skills.

•           Able to handle stressful situations and demonstrate a potential for strong independent problem solving skills and judgment.

•           Ability to work in a team environment

•           Strong organizational skills

•           Action Oriented

•           Previous medical or clinical laboratory background preferred

•           Must be able to handle multiple tasks and work in a fast-paced environment.

•           Maintenance of complete and accurate records and documentation of all communications.

•           Must demonstrate Integrity and a commitment to values.

•           Willingness to accept additional responsibilities with a positive attitude and foster teamwork.

•           Must exhibit comfortable interaction with technical staff and other departments.

Principal Decisions:  Describe the most important decisions that are made in the course of doing the job.

•           Accurate analysis of service failures and recommendation of corrective action.

•           Determination of appropriate action to take with service failures

•           Determination of appropriate response to Commercial Representative, Customer Solutions Specialist or client complaints.

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