Overview

Client Service Representative Tech II - Lewisville, TX - Monday to Friday 8:00AM - 5:00PM

The Client Service Representative Tech II works closely with ordering providers, regional laboratories, and commercial team to ensure successful on-boarding and on-going client service satisfaction.

Responsibilities

Essential Job Duties 

Commercial Team support will include the following:

Assist with on-boarding for accounts.

Assist with service resolution internally to support Commercial Team.

Assist with administrative tasks for Commercial Team with daily, weekly and monthly metrics and reporting.

Client support will include the following:

Manage assigned orders to ensure timely receipt specimen.

Support the Solid Tumor/ Oncology hotline.

Interact with customers via telephone/e-mail to ensure the account is serviced properly.

Resolve customer issues, including complaints, orders, shipments, and lead times.

Respond to client questions, investigate, and communicate appropriate answers.

Keep Commercial Team informed of site status and communicate and/or escalate any issues in a timely manner.

Escalate service issues or enhancement opportunities to management.

Monitor account activity and determine ways the company can add value and expand relationship with the client.

Laboratory support will include the following:

Record keeping of all incoming specimens in CRM.

Keep client informed of status of testing or testing delays.

Working with internal stakeholders to ensure seamless experience for our providers.

Limited handling of Blood specimens for our new oncology offering.

Order entry for solid tumor specimens.

Return of specimen to original owner.

Qualifications

 Education / Experience:

High School Diploma with a minimum 1-year experience in customer service/client service.

(Preferred) 1-year experience in a medical laboratory or medical environment or equivalent combination of education and experience.

High degree of empathy for patients.

Excellent oral and written communication skills.

Ability to work independently.

Strong problem-solving skills.

Understands OSHA guidelines for handling hazardous biological and chemical materials.

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. 

2024-61125

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.