Quest Diagnostics
Senior Connectivity Operations Analyst
At a glance
Location: US-MO-St. Louis Map
Posted: 01/21/2020
Closing: 02/20/2020
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Quest Diagnostics
Job description

Look for more than answers.

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.

As a Senior Connectivity Operations Analyst you will work for the world leader in the industry, with a career where you will have the opportunity to collaborate and affect change while expanding your leadership skills and technical knowledge. You can make a real impact in a market that is growing and developing.

Senior Connectivity Operations Analyst – the role:

The Senior Connectivity Operations Analyst will provide timely solutions to complex connectivity issues related to Care360, EMR Interfaces, Bridges, HL7, and other connectivity products. Other duties include monitoring service manager queues, performing root cause analysis (RCA), performing product release User Acceptance Testing (UAT), training Tier-1 analysts, etc. The Senior Connectivity Operations Analyst interacts with Sales, Clients, Vendors, Client Connectivity functions and BU representatives to resolve client connectivity issues.

This professional will work from one of the following locations:

  • Maryland Heights, MO
  • Farmers Branch, TX
  • Mason, OH
  • Secaucus, NJ

Job responsibilities:

  • Follow processes and procedures to meet established Service Level Agreements (SLAs) and Service Level Objectives (SLOs)

  • Meet or exceed CHD Tier II Analyst productivity and quality goals

  • Understand diverse lab, Care360, EMR interface, and vendor systems and procedures across different business units and functions.

  • Ensure 100% of service issues are documented and classified correctly in Service Manager

  • Drive continuous improvement in quality and productivity through innovation

  • Provide excellent customer service by:

  • Taking ownership of escalated issues, running the triage call when needed and maintaining ownership through closure

  • Delivering a consistent customer experience for each issue

  • Using verbiage that is easily understood by non-technical customers, when appropriate

  • Working with internal and external cross-functional teams to identify root cause(s) and apply timely and appropriate resolutions

  • Proactively updating management on issues that effect customer satisfaction

  • Identify strategies to reduce ticket backlogs and the number of ageing tickets

  • Provide technical assistance and training to CHD Tier I analysts

  • Planning, preparing and providing training

  • Receiving training feedback and updating training material as necessary

  • Perform User Acceptance Testing of product releases, report the results, and work with the product development groups to improve the release quality

  • Provide input to management on technological solutions that resolve client connectivity issues

  • Participate in sales, client accounts, and with clients as required

  • Provide support to HIE/National/Large Account Clients as per the agreed SLAs

  • Manage client escalations to successful resolution

  • Identify new approaches or methods to develop solutions for client connectivity issues

  • Comply with Quest Diagnostics’ mission, values and standards

To qualify, the ideal candidate will have the following skills and experience:

  • 3+ years of experience in support of end user/clients in a technical support setting

  • Related degree (BS/BA) or comparable experience

  • Experience in Health Care industry and/or clinical information systems support

  • Solid understanding of support tools, processes, and environment, including call tracking software (i.e. Service Manager)

  • Proficient systems such as LIS systems that are currently deployed at Quest Diagnostics, Care360, EMR Interfaces, and HL7, etc.

  • Strong commitment to customer service through teamwork

  • Demonstrate solid grasp of key technical and process concepts related to all types of client connectivity issues

  • A combination of Information Technology, Customer Service and Project Management skills, or equivalent training

  • Excellent trouble shooting skills

  • Proficient with interface support and problem resolution procedures

  • Strong verbal and written communication skills to interact with internal business partners and external clients

  • Ability to work during non-traditional business hours to support multiple time zones when needed

Apply Today

Join us for competitive benefits and development opportunities in a progressive and supportive environment. Help us improve our service, and the experiences of our patients and colleagues. Work with us and together we can be better.

Your Quest career. Seek it out.

All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity or Citizenship. 

Senior Connectivity Operations Analyst