Address
Form of workWe Provide Solutions. Patients and Physicians rely on our diagnostic testing, information, and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact, and a clear dedication to service. It’s about providing clarity and hope.
The Client Contract Specialist (CSS) drives for maximum account retention through supporting the Quest Diagnostics Sonora Quest contracts. The CSS provides continuing education to these customers on the test ordering process, resolves service issues in support of assigned Sonora Quest Hospitals accounts. The CSS will develop a route to make routine service support calls on all Sonora Quest accounts assigned and works in close cooperation with the Hospital Laboratory Director, Physician/Hospital Account Executives and Account Managers, and the Commercial Sales Director supporting the Hospital Labs within the state of Arizona.
Duties and Responsibilities:
- Work closely with Health System Executive Director, to manage existing Quest business and supporting our relationship with our joint venture partner in Arizona.
- Support and execute cross functional and cross segment strategies which are in line with overall company objectives.
- Develop, manage, and cultivate local relationships with scheduled quarterly meetings with Lab Managers and Specimen Management Supervisors to drive successful project management to ensure client satisfaction.
- Monitors and ensures customer satisfaction; Develop implementation plans and secure support by coordinating the efforts of internal Quest resources to meet client needs.
- Schedule and conduct training sessions for facilities personnel. Conduct follow up or retraining sessions, if necessary.
- Establish routine client visitation schedule to meet with all facilities key players and follow up activity to meet client’s expectations.
- Collaborate with business unit operations and customer solutions team to maximize customer satisfaction. Building strong internal relationships within customer solutions, lab operations and logistics is crucial.
- Schedule, facilitate and document of quarterly business review and meeting with the Laboratory Director to identify and track measurable objectives.
- Track and improve key quality metrics for this business sector. Review results with operations team. Notify the business units immediately if service quality deteriorates.
- Participate in hospital and health systems lab calls and weekly Lab Management calls to ensure progress and alignment.
- Ensures compliance with all company policy and government regulations.
Work Experience:
At least five years experience in either direct service or business development in a healthcare environment. Experience working with hospitals desired.
Other:
Bachelor’s degree
Proven ability to develop relationships with executive level personnel resulting in exceptional client satisfaction.
Ability to work effectively in a team environment with all employees.
Strong planning and organizational skills.
Experience servicing large customer accounts.
Able to demonstrate solid communication skills, both oral and written.
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.
Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.
