Client Service Representative Tech II

Quest Diagnostics • Full-time • Chantilly, Virginia, United States • $23 / hour • 2d ago

Client Service Representative Tech II - Chantilly, VA | Tuesday - Saturday, 12:00 PM - 8:30 PM

Hybrid - onsite 2 days per week

Handles all inbound customer contact received by telephone, electronically, in writing and in person. Troubleshoots both complex medical/technical and routine requests. Handles the most complex customer issues that cannot be resolved immediately. May provide coaching, training and support to CSR I, II and Assistants. Acts as a liaison between Client Services and the laboratories.

Pay Range: $23.87+ per hour; Employee may be eligible to receive shift differential of 10% for some or all hours worked on second shift and 15% for some or all hours worked on third shift. Additional details on shift differential will be provided if an offer is extended.

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program Blueprint for Wellness®
healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "MyDay" off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities
and so much more!

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.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.

Handle all customer inquiries received by telephone, fax or email regarding reporting of results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service

Report laboratory results to clients and patients using established protocols
Document reporting or call history in required format and maintain complete and accurate records
Contact the client to resolve routine or medical/technical matters related to patient testing and result reporting
Report client concerns using established protocols
Provides education and guidance to clients about Quest Diagnostics lab processes
Understands the importance of Quality Service and how it is measured
Escalates issues as appropriate using established protocols
Provide research and resolution on complex medical/technical issues, including those that have been referred by Tech Rep I, CSR I, II and Assistants
May provide technical training to new hires
Educate clients on new products and services
Coach or mentor less experienced staff
May accept leadership responsibilities and delegate work in the absence of the supervisor or manager
Responsible for maximizing quality and efficiencies to meet department goals
Leads by example in demonstrating “gold standards” behaviors
Perform other duties as required to meet the customer’s requirements
May provide in-service education for department

Principal Decisions: (Important decisions that are made in the course of doing the job)

Accurate identification and clarification of client or patient requests
Appropriate escalation of issues that are beyond skills or scope of CSR.
Determination of appropriate response to client inquiries and complaints
Creation of complete and accurate documentation of all interactions
Suggestions for process improvements related to department operations or client concerns
Accept additional responsibilities with a positive attitude and foster teamwork
Exhibits collaborative interactions with technical staff and other departments
May handle specimens to resolve some complex, technical issues
Advise clients and staff with highly complex, procedural questions
Utilize strong technical expertise of laboratory procedures
Utilize varied resources

THE ABOVE STATEMENTS DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THIS IS NOT AN EXHAUSTIVE LIST OF ALL THE DUTIES AND RESPONSIBILITIES THAT AN INCUMBENT MAY BE EXPECTED TO PERFORM.

Required Work Experience:

5+ years technical or customer service experience. Previous medical / technical or clinical laboratory background required.

Required Education:

High School Diploma or Equivalent

Skills:

Demonstrated strong customer service and interpersonal communication skills.
Ability to speak the English language clearly and effectively communicate with caller and peer group.
Demonstrated strong writing and composition skills
Ability to work in a team environment
Demonstrated ability to operate basic office equipment and utilize proficient computer skills
Demonstrated ability to handle multiple tasks and work in a fast paced environment
Demonstrated composure in stressful situations
Demonstrated ability in handling of the most complex issues and strong problem solving skills and judgment
Demonstrated ability to follow company and department policies and procedures
Demonstrates strong organizational skills
Demonstrates a commitment to values and Integrity
Exhibits comfortable interaction with technical staff and other departments
Demonstrated ability to coach or mentor other reps
Excellent knowledge of Medical Terminology required

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