Diagnostic Laboratory of Oklahoma - Oklahoma City, OK, 11am-8pm Monday-Friday
Main Duties: Responsible for contacting customers by phone, fax, and mail or as directed by Supervisor to report laboratory results to clients using established protocols. Document reporting or call history in the patient file and maintain appropriate records. Contact the clients to resolve routine matters related to patient testing and result reporting. Use established protocols for reporting client concerns. Escalate complex client issues to the appropriate individual/department. Provide input on quality improvement opportunities to Supervisor. Provide clerical support. Other duties as required to meet the client’s requirements.
Required Knowledge: Must be able to operate basic office equipment, have general computer knowledge and basic typing
ability. Must have demonstrative customer service skills. Must be able to communicate in English both verbally and in writing. Must be confident, self-motivated and be able to work unsupervised. Requires professionalism in appearance, actions, and attitude. Must be able to maintain professionalism in times of heavy workloads and stress. Requires teamwork, collaboration, and
strict attention to detail. Must be dependable, punctual, and demonstrate integrity and a commitment to company values. Must be able to achieve and maintain department specific metrics.
Required Experience: Minimum High School diploma or equivalent. 1 year of clinical laboratory or customer service
experience in a call center environment preferred.
Special Requirement: Must be available for any shift, including nights, weekends, and some Holidays as needed. Overtime as required by business needs.
Quest Diagnostics: Questions and Answers. In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.
At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.
Responsible for contacting the customer in one or more of the following ways: phone, fax, electronically or in writing and in person to report results, acquire data or relay information. Resolves routine issues to the satisfaction of the client and provides thorough documentation of all transactions. Assists in clerical support of the Client Service Center.
>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 clients to resolve routine matters related to patient testing and result reporting
>Report client concerns using established protocols
>Escalate issues as appropriate using established protocols
>Provide input on quality improvement opportunities to supervisor
>Provide clerical support and/or reception support
?Leads by example in demonstrating gold standards behaviors
>Other duties as required to meet the customer requirements
THE ABOVE STATEMENTS DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THIS IS NOT AN EXHAUSTIVE LIST OF ALL THE DUTIES AND RESPONSIBILITIES THAT AN INCUMBENT MAY BE EXPECTED TO PERFORM.
Minimum high school diploma or equivalent
Previous medical and medical terminology or customer service background preferred
>Demonstrated ability to operate basic office equipment and utilize proficient computer skills
>Ability to work in a team environment
>Strong organizational skills
>Demonstrated strong customer service and interpersonal, communication skills. Able to speak the English language clearly and effectively communicate to callers and peer group
>Demonstrated composure in stressful situations
>Demonstrated ability to follow company and department policies and procedures
>Demonstrated ability to handle multiple tasks and work in a fast-paced environment
>Demonstrated Integrity and a commitment to values
>Determination of appropriate response to client inquiries and concerns
>Creation of complete and accurate documentation of all interactions
>Suggestions for process improvements related to department operations or client concerns