Specialized Testing Associate I

About the role

Candidates for this position will be required to work 2-3 days on-site in Lewisville, San Juan Capistrano, or Chantilly. Pay range: $25.92+ per hour.

Responsibilities

• Monitor specialized testing orders from creation to reporting.
• Responsible for customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, and concerns of service failures.
• Serve as a liaison between the client and the technical departments.
• Proactively identify opportunities to reduce service failures for client accounts.
• Contact clients to resolve any issue related to patient testing and result reporting.
• Resolve specialized testing problem samples including accessioning, labeling, work sheeting and delivery to testing bench using established protocols.
• Complete specialized test adds including accessioning, labeling and delivery to testing bench using established protocols.
• Research specialized testing related Referral Testing inquiries and problems.
• Provide laboratory results to clients using established protocols.
• Document the call history in the required system and maintain complete and accurate records.
• Deliver information on supplies, new tests, services and products to clients.
• Educate and offer guidance to clients about Quest Diagnostics lab processes and services.
• Troubleshoot and triage both routine and complex medical/technical requests.
• CANCEL or DELETE testing using established protocols.
• Report and escalate client concerns using established protocols.
• Perform other duties as assigned to meet the business needs or customer requirements.

Qualifications

• Minimum of four (4) years of successful customer service experience in an advanced Customer Service role.
• Previous medical or clinical laboratory background required.

Physical And Mental Requirements

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)

Skills

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Strong computer skills (Word, Excel, PowerPoint, Access).
• Ability to multi-task and work in a fast-paced environment.
• Ability to work under pressure with a high degree of accuracy.
• Strong organizational skills.
• Ability to analyze and solve problems.
• Good listening skills.
• Ability to maintain professional and tactful manner in stressful situations.
• Exhibit comfortable interaction with technical staff and other departments.
• Ability to deal with client information in a confidential manner.

About The Team

Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.