Client Service Representative Ii

Overview: Answers and resolves telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner. Responsibilities:

• Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
• Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
• Research and resolve more complex customer issues, including those referred by CSR I and Assistants.
• Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
• Report priority and critical results to clients following established procedures for reporting and documentation. Follow all policies with regard to follow-up and shift change hand-off of information.
• Report TNPs to clients by phone and process when contact is complete.
• Report laboratory results to clients and patients using established protocols.
• Follow through in a timely manner to resolve all issues and concerns.
• Provide education and guidance to clients about lab processes.
• Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures.
• May provide coaching and/or training to less experienced staff.
• Provide suggestions for process improvements to maximize quality and efficiencies in the department
• Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Qualifications: QUALIFICATIONS

Required Work Experience:

Two (2) to three (3) years customer service and/or related health care experience required.

Preferred Work Experience:

Previous clinical laboratory and/or customer service in a call center environment preferred.

Physical and Mental Requirements:

• Sitting 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
• Basic understanding of fundamental medical and laboratory terminology
• 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
• 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 deal with client information in a confidential manner

EDUCATION
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
EEO:

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.