Customer Care Rep II

Company: Quest Diagnostics
Location: Clifton
Posted on: January 19, 2023

Job Description:

Quest Diagnostics is hiring a Customer Care Representative II in Clifton, NJ.

• 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.
• Report laboratory results to clients and patients using established protocols.
• Document reporting or call history in the 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.
• May provide training for new hires.
• 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: Two (2) years of 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

Keywords: Quest Diagnostics, Clifton , Customer Care Rep II, Other , Clifton, New Jersey