Overview
Client Service Representative - Tech I - Chantilly, VA - Monday - Friday - 8:00AM-5:00PM
*REMOTE* must live within driving distance of Chantilly, VA
Receive, prioritize and resolve problems for customers and technical departments. Handle routine manual and interface problems and concerns.
Responsibilities
Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests ,and complaints competently and courteously.
Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
Follow through in a timely manner to resolve all issues and concerns.
Complete all required documentation associated with contacts and resolution. Maintain complete and accurate records.
Report laboratory results to clients and patients using established protocols.
Research and resolve more complex customer issues, including those referred by CSR I, II and Assistants.
Receive report for missing specimens and resolve the issues with proper documentation and communication with affected customers according to established policies. This includes missing specimens that have been accessioned, those not reported by customers and not accessioned and specimens identified on the interface pending lists.
Assists technical departments as required for problem resolution.
Provide education and guidance to clients about lab processes and the appropriate handling and shipping of samples.
Perform appends, deletes, edits and demographic changes to ensure appropriate handling, testing and reporting of test results.
Process confirmation and corrected reports as required.
Process return specimens to clients as needed.
Escalate issues as appropriate to keep supervisor informed of client concerns, problems, or deviations from established procedures.
May provide coaching and/or training to less experienced staff.
Provide suggestions for process improvements to maximize quality and efficiencies in the department
Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.
Qualifications
QUALIFICATIONS
Required Work Experience:
Three (3) to five (5) years clinical laboratory or customer service experience.
Preferred Work Experience:
Previous clinical laboratory and/or customer service in a call center environment preferred.
Physical and Mental Requirements: Sitting for long periods of time.
Repeating motions that may include the wrists, hands and/or fingers. (Typing)
Knowledge: Proper telephone etiquette to handle customer inquiries
Basic knowledge of operating office equipment
Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.
Good understanding of fundamental medical and laboratory terminology.
Understand the importance of Quality Service and how it is measured
Skills: Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
Proficiency in basic computer skills (Word, Excel)
Ability to multi-task and work in a fast-paced environment
Ability to work under pressure with a high degree of accuracy
Strong organizational skills
Ability to analyze and solve problems.
Good listening skills
Ability to maintain professional and tactful manner in stressful situations
Exhibit comfortable interaction with technical staff and other departments
Demonstrated ability to coach or train other reps
Ability to deal with client information in a confidential manner
EDUCATION
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
Medical Lab Technician Certification
Medical Technologist Certification
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.
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EEO
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.
