Client Service Representative - Tech I - Chantilly, VA - Monday - Friday - 8 : 00AM-5 : 00PM

REMOTE* must live within driving distance of Chantilly, VA

Receive,prioritizeand resolve problems for customers and technical departments. Handle routine manual and interface problems andconcerns.

• Use proper telephone etiquette and all available resources torespond 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 withcontacts 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 andcommunication with affected customers according to established policies.

This includes missing specimens that have been accessioned, those not reported by customers and notaccessionedand specimens identified on the interface pending lists.

• Assists technical departments as required for problem resolution.
• Provide education and guidance to clients aboutlab processes and the appropriate handling and shipping of samples.
• Perform appends, deletes, editsanddemographic changes to ensure appropriate handling,testingand 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 ofclient 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 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.

QUALIFICATIONS

Required WorkExperience :

Three(3)to five(5)years clinical laboratory or customer service experience.

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
• Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.
• Good understanding offundamentalmedical and laboratory terminology.
• Understand the importance of Quality Service and how it ismeasured

Skills :

• Excellent interpersonal and communication skills(oral and written)necessary to effectively interact with customers andco-workers
• Proficiency in basic computer skills (Word, Excel)
• Abilityto multi-taskand work in afast-pacedenvironment
• Ability to work under pressure with a high degree ofaccuracy
• Strong organizational skills
• Ability to analyze and solve problems.
• Good listening skills
• Ability tomaintain professional and tactful mannerin stressfulsituations
• Exhibit comfortable interaction with technical staff and otherdepartments
• Demonstrated ability to coach or train otherreps
• Ability to deal with client information in a confidentialmanner

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.

2024-60368

Last updated : 2024-04-23