Rep Svc Solutions req80712
Company: Quest Diagnostics
Posted on: November 18, 2021
Rep Svc Solutions - -Clifton, NJ - Monday-Saturday
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
--- 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
--- 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
--- Partners with business unit leadership on customer outreach
activities (vacant territories, strategic and at-risk clients,
--- Prepares communication materials such as Dear Client Letters,
new materials, etc. for account representatives to use with
--- Educates clients on new products and services offered by Quest
--- 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
--- Proficient desktop skills, including Excel, Word, internet
--- Demonstrated strong customer service and interpersonal
--- Demonstrated strong writing and composition skills.
--- Ability to work in a team environment
--- Strong organizational skills
--- Problem Solving
--- Action Oriented
--- Knowledge of billing system a plus.
--- Accurate analysis of service failures and recommendation of
--- Determination of appropriate response to sales representative
or client complaints.
--- Maintenance of complete and accurate records of all
--- Suggestions for development of client education materials.
Keywords: Quest Diagnostics, Clifton , Rep Svc Solutions req80712, Other , Clifton, New Jersey
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