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Senior Account Manager, Health Systems

Wood Dale, Illinois; Novi, Michigan

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At a glance

Every day, our team of compassionate and collaborative people use their talents and experience to move the healthcare industry forward. By joining us in a Customer and Client Services role, you’ll have a vital part to play in creating positive change by strengthening and growing our internal and external customer relationships. In turn, we can offer you the chance to grow professionally through our learning and development opportunities, tuition reimbursement, and so much more.

“So the best part of my job working at Quest Diagnostics would have to be knowing that I’m contributing to someone’s well-being.”

- Carlos Castro, Customer Care Representative

Success profile

What makes a successful candidate? See if you have what it takes.

  • Collaborative
  • Compassionate
  • Curious
  • Proactive
  • Problem solver
  • Relationship expertise

See how your career can grow

At Quest, we invest in our people by offering ongoing training and development courses that cater to the wide variety of jobs at our organization. You can move easily across our company and take on more challenges based on your strengths and interests. All employees can work in many different departments and we like to promote from within. Here is just one example of a career path you can take.

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  • Client Service Representative Client Service Representative
  • Sr. Client Service Representative Sr. Client Service Representative
  • Client Service Group Lead or Trainer Client Service Group Lead or Trainer
  • Client Service Supervisor Client Service Supervisor
  • Additional Advancement Opportunities Additional Advancement Opportunities

Job Details

Category Customer Service Location Wood Dale, Illinois; Novi, Michigan Job function Operations Job family Client Services
Shift Day Employee type Regular Full-Time Work mode Remote

Responsible for developing and cultivating long-term Health Systems customer relationships and secure customer/revenue retention for the Company, always looking to expand our product and services through upselling.

Shields customer from Quest's complexity.   Provides single point of objective business support and provides key client insights to Leadership. A collaborative liaison who helps customers achieve their goals, manages contract and financial aspects, and advocates when necessary to see resolution of their issues.

Location: Preference will be given to applicants residing in the upper mid-west region. 


  • Primary PLS account owner.  Client group will consist of mostly PLS clients of medium/large size and complexity, but with a small Health Systems clients as may be required.
  • Identify new opportunities and work with PLS leadership to develop strategies, tactics and resource plans necessary to drive profitable growth.
  • Understand and interpret laboratory management contracts and drive appropriate execution.  Manage process to amend and renew contracts for assigned accounts as directed by changes in hospital requirements and approved by the Business and/or Lab Advisory Committees.
  • Develop relationships with business and medical senior leadership and key contacts at hospital clients and represent Quest Diagnostics on the Business Committee as assigned.
  • Proactively partner with Commercial and Operations teams to ensure smooth transition of new customers and maintenance to minimize business risk. 
  • Develop strategic plans to reduce attrition and at-risk customers. Participates in new customer onboarding and optimizing customer service levels, acting as a main point of contact and communication point between the customer and various internal Quest functions, including, but not limited to, regional Lab Ops, PLS center-led functions (BD, Supply Chain, Finance), and other Customer Support functions.
  • Responsible for maintenance of contracted services and management of P&L.
  • Connect regularly with customer C-suite and laboratory leadership continue to see and appreciate our value proposition.
  • Lead and conduct required Business Committee and Lab Committee meetings and voting.
  • Complete Business reviews for Top 200 hospital clients.

Required Work Experience:  

  • Minimum of seven (7) years’ experience in a high volume, laboratory customer services environment, direct or adjacent.
  • Must have a global understanding of department functions.

Knowledge:  

  • Customer service background—problem solver.
  • Possess strong general business acumen, understanding financials and metrics (P&L, pricing, billing knowledge).

Skills:  

  • Strong presentation and Executive Presence; gain access and build trust with key leaders, able to articulate business needs and objectives.
  • Excellent interpersonal and communication skills, including the ability to communicate complex issues clearly and concisely, both written and verbal.
  • Ability to understand and articulate strengths, weaknesses, opportunities and threats in competitive offerings.

EDUCATION
Bachelor’s Degree(Required)


Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets

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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.

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Benefits

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.

  • 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.

  • Annual incentive plans

    All eligible employees are invited to participate in our success in our annual incentive bonus plan payout.

  • Virtual work options

    Quest Virtual Model allows eligible Quest employees to work either a hybrid schedule (two to three days from home per workweek), a near-site schedule (primarily from home with occasional work in a Quest office), or fully remote. Decisions are made on a case-by-case basis with the employee’s manager and HR Business Partner.

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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.