Rep, Customer Care I

Handle all inbound customer inquiries and place outbound calls to clients in accordance with call log procedures and policies.

• Handle all customer inquiries regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service.
• Report laboratory results to clients and patients using established protocols.
• Document reporting or call history in required format and maintain complete and accurate records.
• Contact the client to resolve routine matters related to patient testing and result reporting.
• Report client concerns using established protocols.
• Provide education and guidance to clients about Quest Diagnostics lab processes.
• Escalate issues as appropriate using established protocols.
• Other duties as assigned. 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:

Previous medical or customer service background preferred.

Physical and Mental Requirements:

• Ability to sit 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.
• Must be able to work in a team environment.
• 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.

EDUCATION
High School Diploma or Equivalent(Required)

LICENSECERTIFICATIONS