Rep Svc Solutions - Marlborough, MA Req34774

Quest Diagnostics Incorporated Marlborough , MA 01752

Posted 2 days ago

Job Description:

Rep Svc Solutions- Marlborough, Massachusetts

  • Monday

  • Friday 8:30 AM - 5 PM

Questions and Answers. In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You'll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that's why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.


Troubleshoot complex medical, technical and routine requests. Receives, resolves, and follows-up with the most complex customer issues that cannot be resolved immediately. Acts as liaison between field sales force and laboratory operations using client incident tracking including physician, hospital and managed care incident tracking and reporting. Responsible for managing customer relationships of assigned accounts to ensure they receive high quality service, including prospective monitoring of key and/or at-risk accounts.


  • Monitors and engages with new, key and/or at risk accounts. New accounts are monitored for 45 days; key accounts are monitored for time period set by Service Solutions Manager; at risk accounts are monitored until they are flagged as saved by Sales.

  • Provides education and guidance to new clients about Quest Diagnostics lab processes.

  • Aids the Service Solutions Manager in reviewing and maintaining the problem resolution files and ensuring communication to sales representatives and clients.

  • Ensures internal problem resolution for clients aligned with representatives and maintains documentation in accordance with SOP's.

  • Partners with Billing and IT to ensure timely and accurate resolution of client issues.

  • Facilitates trouble-shooting of issues by engaging appropriate Business Unit personnel to resolve service failures. Determine appropriate medium for communicating same.

  • Works with Service Solutions Manager to develop efficient data collection and analysis systems that support a standard approach to service and improving the image of Quest Diagnostics. Data collection process should include feedback mechanisms that are part of continuous improvement initiatives.

  • Provides direct support via telephone or client visits as needed.

  • Partners with business unit leadership on customer outreach activities (vacant territories, strategic and at-risk clients, etc).

  • Prepares communication materials such as Dear Client Letters, new materials, etc. for account representatives to use with clients.

  • Educates clients on new products and services offered by Quest Diagnostics.

  • Works in concert with field representatives to develop and implement client-based strategies.

  • Contacts clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit's problem resolution process or as requested by business unit's SLT.

  • Provides feedback to Client Services Leadership.


Education and experience required.

  • 2-5 years technical or customer service experience

  • BA preferred

  • Broad understanding of the laboratory business and its service requirements

  • Proficient desktop skills, including Excel, Word, internet etc.

  • Demonstrated strong customer service and interpersonal communication skills.

  • Demonstrated strong writing and composition skills.

  • Ability to work in a team environment

  • Strong organizational skills

  • Problem Solving

  • Action Oriented

  • Composure

  • Knowledge of billing system a plus.

Principal Decisions: Describe the most important decisions that are made in the course of doing the job.

  • Accurate analysis of service failures and recommendation of corrective action.

  • Determination of appropriate response to sales representative or client complaints.

  • Maintenance of complete and accurate records of all communications.

  • Suggestions for development of client education materials.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Referral Rep I Marlborough MA Req32752

Quest Diagnostics Incorporated

Posted 3 days ago

VIEW JOBS 11/18/2019 12:00:00 AM 2020-02-16T00:00 Job Description Referral Rep I- Marlborough, Massachusetts Sunday - Thursday 10 PM - 6 AM Look for more than answers. Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It's about providing clarity and hope. As a Lab Technician you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You'll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve. At Quest, Lab Technicians play an essential role in our success and in the services we provide. As a career, we offer a unique opportunity to develop your career with the #1 Diagnostic Lab in the US. We are tech driven, and we're creating the lab of the future – an environment where you can deliver cutting edge diagnostics and help us drive new discoveries and breakthroughs. JOB SUMMARY: The Referral Representative I is responsible for reporting laboratory results using established protocols. All functions must be performed with confidence, accuracy and in a timely manner. Handles all internal and external customer contact regarding Referral Testing. Receives, resolves and follow-ups with complex customer issues. Acts as a liaison between internal and external customers and Referral vendors. JOB RESPONSIBILITIES: 1. All duties of the Referral Assistant. 2. Handles all customer inquiries by telephone, Referral mailbox, and in person regarding reporting of results, service failures, and other quality issues to provide customer satisfaction. 3. Reports laboratory results using established protocols. 4. Contacts the client to resolve routine or medical/technical matters related to patient testing and result reporting. 5. Uses established protocols for reporting client concerns. 6. Performs investigation and provide resolution to complex Referral Testing issues. 7. Researches test availability using established protocol for selecting a referral vendor. 8. Assists Client Services, customers, and sales by effectively answering questions and responding to concerns in a timely manner. 9. Communicates all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification. Document thoroughly; elevate issues of concern to supervisor. 10. Identifies and elevates Reportable Quality incidents to supervisor. 11. Other duties as assigned. 12. Handle multiple tasks simultaneously and work in a fast paced environment. 13. Demonstrate strong written and verbal communication skills when interacting with internal and external customers. Able to speak English language clearly. 14. Strong independent problem solving skills. 15. Demonstrate willingness to accept additional responsibility with a positive attitude. 16. Demonstrate ability to work independently and with a team. 17. Demonstrate good data entry skills. 18. Able to operate basic office equipment. 19. Adheres to Quest Diagnostics core values, safety and compliance policies and procedures. 20. Work in a biohazard environment, practicing good safety habits. 21. Basic understanding of the operations of Client Services and Specimen Processing, thorough understanding of Referral Testing. 22. Keeps work area neat and clean. 23. Ability to sit or stand for long periods. JOB REQUIREMENTS: Education High school diploma or equivalent. Work Experience: Minimum 1-2 years clinical laboratory experience. Special Requirements: Data Entry Skills - 6000 keystrokes per hour required. Customer Service and/or medical background preferred, which includes medical terminology applicable to a clinical laboratory. Basic PC skills - Word, Excel, etc. helpful. * CB* Quest Diagnostics Incorporated Marlborough MA

Rep Svc Solutions - Marlborough, MA Req34774

Quest Diagnostics Incorporated