Supv Health System Svcs -ESO- Marlborough, MA req56946 in Marlborough, MA at Quest Diagnostics

Date Posted: 1/16/2021

Job Snapshot

Job Description

Supv Health System Svcs -ESO- Marlborough, Massachusetts - Monday to Friday 9:00am - 5:30pm

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:

Manage and direct all aspects of Health System Services Call Center operations staff. Implements and reviews call center processes, policies, and standard operating procedures. Accountable for ensuring the highest level of service is provided to customers.  Facilitates resolution of escalated calls and handles more complex interactions.

Duties and Responsibilities:

  • Leads by example in demonstrating Every Day Excellence behaviors.

  • Responsible for the supervision, coaching, monitoring, training, and performance management of assigned staff

  • Responsible for daily operations of the department, including monitoring of call management system.

  • Creates posts and discusses with department report metrics and department performance.

  • Plans and coordinates customer service activities, ensuring that commitments are met and that questions or complaints are processed properly and efficiently.

  • Consistently initiates and maintains communication with, and provides high level service to our internal and external customers.

  • Contributes to the development of new procedures and processes and the modification of existing customer service procedures.

  • Ensures that all laboratory services pertaining to patient information remains confidential and that conditions for release of information be in accordance with laboratory rules and regulations.

  • Directs the preparation and maintenance of records, reports and other data related to all customer service activities and functions.

  • Oversee the support, direction, and training of company policies and procedures and business unit quality improvement (Compliance, QMS, SOP’s, etc).

  • Ensure compliance with all federal and state regulations.

  • Prepare and submit monthly management reports including department metrics as required.

  • Develops, coaches and mentors staff and provides general supervision to ensure all tasks are completed accurately and in a timely fashion.

  • Recognizes quality service issues and provides feedback and coaching to appropriate personnel on opportunities for improvement.

  • Ensures patient care Every Day Excellence service is utilized for all clients.

  • Partner with Health System Services Technical Specialist to create necessary tools for department with regard to data analysis and weekly summary reports on all accounts.

  • Communicate with Business Unit on health of assigned accounts.

  • Facilitate timely resolution of issues and concerns.

  • Monitor all accounts, schedule review meetings and assist with determining if account requires a dedicated rep. Work with Esoteric Client Services Manager, Esoteric Customer Solutions Manager and Commercial to transition accounts to Client Services.

  • Complete mid-year and year-end performance reviews.

  • Review weekly dedicated rep account status review reports prior to distribution.

  • Visit or conduct conference calls with strategic accounts and at-risk clients to ensure that resulting resolution and follow-up activity is satisfactory.  Solicit and resolve other outstanding issues or concerns.  

  • Schedule and coordinate initial training sessions for key customers personnel.  Conduct follow-up or retraining sessions, if necessary. 

  • Contact of clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit’s problem resolution progress or as requested by the business unit’s senior staff.

Job Requirements/Qualifications:

  • Bachelor’s Degree in a Life Science, Business, Customer Relations or related field

  • In lieu of degree, 5 yrs. of equivalent, relevant experience will be considered 

  • Six Sigma Greenbelt Certification, QMS Certification, or equivalent preferred

  • At least 5 years of professional experience in supervisory position managing at least a staff of 10

  • At least 5 years of professional experience in a customer service or customer facing role required

  • Clinical laboratory experience preferred

  • Must be proficient in MS office programs (excel, word, power point)

Core Competencies:

  • Broad understanding of the laboratory business and its service requirements

  • Excellent interpersonal, customer service and oral communication skills, including the ability to communicate complex issues clearly and concisely.

  • Demonstrated success in fostering a positive and productive work environment, with ability to lead, build and motivate teams.

  • Demonstrated success in meeting high performance standards related to work quality and quantity.

  • Proven ability to manage and resolve conflict

  • Customer Focus

  • Action Oriented

  • Conflict Management

  • Strong Decision Making Ability

  • Timely Decision Making

  • Managing and Measuring Work

Behavioral Competencies:

  • Self-motivated

  • Customer focused

  • Team player

  • Adaptability

  • Responsibility

  • Commitment to excellence

  • Continuous learning environment

  • A personal presence characterized by honesty, integrity and caring with the ability to inspire and motivate others.

  • Knows, understands, incorporates and demonstrates the philosophy, mission, vision, goals and company values in behaviors, practices and decisions.

Physical Activities and Working Conditions:

  • Able to sit and work at a computer keyboard for extended periods of time.

  • Able to stoop, kneel, bend at the waist and reach on a daily basis.

  • Able to perform general office administrative activities: copying, filing, delivering and using the telephone.

  • Able to lift up to 25 pounds occasionally.

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