Spec Client Engagement I - Lenexa, KS Req35529

Quest Diagnostics Incorporated Lenexa , KS 66215

Posted 2 days ago

Job Description:

Spec Client Engagement I- Lenexa, Kansas -

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.

JOB SUMMARY:

Works with Client Engagement Specialist II, Team Lead and Manager in a team based environment for servicing a book of business for Health and Wellness Services. Client account relationship, support and service necessary to successfully manage customer facing accounts. Drives and maintains client relationships and as required implements innovative and custom set up and support models. Provides ongoing customer satisfaction by coordinating service levels through strategic interactions with local business units, sales, information technology, ExamOne and ops functional areas to ensure consistent delivery of services and continuous quality improvement.

Plans, coordinates, and executes programs for an assigned book of health & wellness business with the primary goal of retaining current business through the superior execution Wellness Programs. Specialist I has demonstrated ability to maintain and grow a book of business. Has an understanding and awareness of how to positively impact operating margin creating improved operations and communication tools.

Responsible for managing between $2 - $4million in annual book of middle market business and delivering best in-class customer service solutions on behalf of Health & Wellness Services. Listens to and tries to meet specialized client communication needs. Troubleshoots customer issues and directs internal and external resources for speedy resolution. Identifies and escalates issues as appropriate if unable to resolve directly.

Serves as a resource to other team members by building expertise in the delivery of all product and service lines. Successful client implementations of Fingerstick Screenings, Home Collection, InSure, Incentive Management, Coaching, and Web Service products are required.

This position requires exceptional organizational skills, as well as an ability to perform multiple tasks simultaneously. Superior communication skills are necessary to maintain an outstanding level of service to both senior internal and external customers.

JOB RESPONSIBILITIES:

  • Demonstrates organizational and project management skill in the ability to manage multiple projects and to produce required deliverables by the established deadlines and with the appropriate level of detail and accuracy.

  • Demonstrates excellence in customer service skills to develop and retain customer relationships. Owns assigned client relationship. Works with ExamOne on the service and support delivery.

  • Able to work independently and make decisions as needed to achieve goals.

  • Ability to investigate and identify the root problem of issues and provide complete resolution.

  • Demonstrates ability to manage multiple projects and to produce required deliverables by the established deadlines and with the appropriate level of detail and accuracy.

  • Oversees and manages client implementation projects as received and provides the final Quality Control (QC) checkpoint for all aspects of their accounts Health and Wellness program.

  • Provides customer support for accounts that require creative solutions and monitoring of ongoing service needs. Creates Standard Operating Procedures (SOP's) as needed.

  • Develops applicable training programs focused on areas of improvement. Trains team members on relevant systems, standards and procedures.

  • Identifies gaps within own development and researches opportunities to become more efficient in techniques needed to enhance customer services such as data manipulation.

  • Team oriented. Proven ability to work collaboratively, providing direction to and receiving feedback from peers and manager to resolve internal and external client issues.

JOB REQUIREMENTS:

  • Bachelor of Science or Arts Degree or equivalent combination or experience and education preferred.

  • 1-3 years customer service experience.

  • Familiarity, product knowledge and experience with Quest Diagnostics' Health and Wellness offerings.

Special Requirements

  • Proven experience in client interaction and customer service.

  • Demonstrates the ability to make independent decisions

  • Adaptable and flexible with the ability to accept, create and manage change.

  • Ability to communicate effectively with members of the Senior Leadership Team.

  • Strong skill set in consultative problem solving, attention to detail, operational analysis and process review.

  • Proven experience in client interaction and customer service.

  • Ability to manage conflicts and implement resolutions for successful outcomes.

  • Proven ability to work independently with good time management.

  • Excellent interpersonal skills including verbal and written communication.

  • Fully competent in MS Office programs (Word, Excel, PowerPoint).

  • Ability to learn and operate systems and processes required by clients and staff to do business with Health and Wellness.

  • Ability to travel as required coordinating Health and Wellness events, client activities, and attending onsite client meetings. The frequency of travel may vary to meet client needs and will be up to the Supervisors.

  • May perform other related duties as required by management.

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Spec Client Engagement I - Lenexa, KS Req35529

Quest Diagnostics Incorporated