Overview

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. 
• Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
• Report laboratory results to clients and patients using established protocols.
• Follow through in a timely manner to resolve all issues and concerns. 
• Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures. 
• 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 Work Experience:

N/A

Preferred Work Experience:

One (1) to two (2) years of customer service and/or related health care experience preferred. Previous medical or clinical laboratory background 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 
• 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, Outlook) 
• Ability to multi-task and work in a fast-paced environment 
• Strong organizational skills 
• Ability to analyze and solve problems. 
• Good listening skills 
• Ability to maintain professional and tactful manner in stressful situations 
• Ability to deal with client information in a confidential manner 

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.