Customer Care Representative I

Category Customer Service Location Lenexa, Kansas Job function Operations Job family Client Services

Shift Day Employee type Regular Full-Time Work mode On-site

Customer Service Representative I -Remote Work Available | Lenexa, KS

Training Schedule: Monday

• Friday, 7:00 am

• 4:00 pm CT with 1 hour lunch; ONSITE in Lenexa, KS (must be able to train onsite)

Training Timeline: 5 weeks

Work Schedule: 9:30 am

• 6:00 pm Monday

• Friday with 30 mins for lunch; remote position after successful training completion

Anticipated Start Date: June 17th

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a routine complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.

• Supports assigned client group(s) performing routine complexity health related customer excellence activities.

• Typically makes routine outbound, health related customer calls following set scripts, procedures.

• Maintains complete customer/patient confidentiality for all health, personal and other customer information.

• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.

• Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.

• Supports all client group(s) based on business needs.

QUALIFICATIONS

Required Work Experience:

• 1-year related customer service excellence experience.

Preferred Work Experience:

• Health care and laboratory related experience.

• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.

Physical and Mental Requirements:

• Consistent exceptional customer service, accuracy and quality focus required.

Knowledge and Competencies:

Align to Quest Culture & How We Work:

• CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
• CARE - We show each person they matter.
• COLLABORATION - We commit teamwork - inside and outside of Quest.
• CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
• CURIOUSITY - We ask vital questions in search of richer answers.
• FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.

Skills:

• Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.

• Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

EDUCATION

High School Diploma or Equivalent(Required)

LICENSECERTIFICATIONS

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.