Client Service Representative II

Day 1 Medical/Dental/Vision for FT employees who work 30+ hours15 PTO days first yearPaid HolidaysAnnual Bonus Opportunity401(k) with matchingcontributionsVariable compensation plan (AIP) bonusEmployee Stock Purchase Plan (ESPP)Employee Assistance Program (EAP)Blueprint for WellnessTuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hoursOpportunities for career advancementTraining provided!

• Use proper telephone etiquette and all available resources torespond to incoming customer inquiries,requestsand complaints competently and courteously.
• Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
• Research and resolve more complex customer issues, including those referred by CSR I and Assistants.
• Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
• Report priority and critical results to clients following established procedures for reporting and documentation. Follow all policieswith regard tofollow-up and shift change hand-off of information.
• ReportTNPsto clients by phone and process when contact is complete.
• Report laboratory results to clients and patients using established protocols.
• Follow through in a timely manner toresolveall issues and concerns.
• Provide education and guidance to clients aboutlab processes.
• Escalate issues as appropriate to keep supervisor informed ofclient concerns,problemsor 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 thedepartment
• 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.
  QUALIFICATIONSRequired WorkExperience:Two(2)to three(3)yearscustomer service and/or related health care experience required.Preferred Work Experience:Previousclinical 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, handsand/or fingers. (Typing)Knowledge:
    • Proper telephone etiquette to handle customerinquiries
    • Basic knowledge of operating office equipment
    • Basic understanding of fundamental medical and laboratory terminology
    • Understand the importance of Quality Service and how it ismeasuredSkills:
      • Excellent interpersonal and communication skills(oral and written)necessary to effectively interact with customers andco-workers
      • Proficiency in basic computer skills (Word, Excel, Outlook)
      • Abilityto multi-taskand work in afast-pacedenvironment
      • Strong organizational skills
      • Ability to analyze and solve problems.
      • Good listening skills
      • Ability to maintain professional and tactful manner in stressfulsituations
      • Ability to deal with client information in a confidentialmannerEDUCATION High School Diploma or Equivalent(Required)LICENSECERTIFICATIONS 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.2024-59369

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