Job description
Overview:
Handle inbound customer inquiries and place outbound calls to clients in accordance with call log procedures and policies. Receive, resolve and follow-up on the most complex customer issues that cannot be resolved immediately Responsibilities:
EDUCATION
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
Customer Care Tech Representative I | Baltimore, MD
Monday to Friday and Rotational Weekends
Handle inbound customer inquiries and place outbound calls to clients in accordance with call log procedures and policies. Receive, resolve and follow-up on the most complex customer issues that cannot be resolved immediately
- Handle customer inquiries regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service.
- Provide research and resolution on more complex customer issues and ensure proper escalation when appropriate.
- Act as a liaison between client service and the laboratory.
- 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.
- Support and may coach less experienced staff.
- May provide technical training for new hires.
- May provide floor support or team / pod support.
- Recognize quality service issues and provide feedback to appropriate personnel on opportunities for improvement.
- Meet the job requirements in regards to competency scores, director observations and record reviews.
- 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:
Minimum two (2) years customer service experience.
Preferred Work Experience:
- Previous client service experience with Quest is preferred.
- 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 assist and coach other representatives.
- Ability to deal with client information in a confidential manner.
EDUCATION
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
2023-38929
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