Overview

Dedicated Service Associate I - Marlborough, MA - Monday-Friday 9:00AM - 5:30AM (Rotational Weekends)

Demonstrates skill and passion to deliver an exceptional and consistent customer experience of an advanced complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc. Strategic problem solver who focuses on customer collaboration and business knowledge to ensure best possible outcomes. Exhibited a high level of professionalism and performance in a Tech I, II, III or GL role, or comparable experience with similar success. Supports assigned Health Systems Tier (1) accounts and focuses on relationship management, issue escalations, and problem resolution.

Responsibilities

• Supports assigned client group(s) performing advanced complexity health related customer excellence activities.
• Supports Health System Tier 1 customers.
• Typically takes advanced complexity, inbound, health related customer calls using advanced skills and experience.
• Maintains complete customer/patient confidentiality for all health, personal and other customer information.
• Maintains complete customer/patient confidentiality for all health, personal and other customer information.
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
• Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.
• Demonstrates advanced customer relationships, problem resolution, root cause analysis/continuous improvement skills.
• Provides education and guidance to assigned clients about Quest lab procedures, new tests, services and products.

Qualifications

QUALIFICATIONS

Required Work Experience:

• 5 + years related customer service excellence experience.
• Previous clinical laboratory experience.
• Medical terminology and laboratory procedures experience required.

Preferred Work Experience:

• Health care and laboratory related experience.
• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.

Physical and Mental Requirements:

• Consistent exceptional customer service, accuracy and quality focus required.

Knowledge and Competencies:

Align to Quest Culture & How We Work:

• CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
• CARE - We show each person they matter.
• COLLABORATION - We commit teamwork - inside and outside of Quest.
• CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
• CURIOUSITY - We ask vital questions in search of richer answers.
• FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
• Typically, cross trained in 2 or more advanced complexity areas with demonstrated skills in each.
• Advanced level of Quest systems, programs, services, and products. Advanced level of knowledge of Tier I customers served.

Skills:

• Technical: Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
• Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.

EDUCATION High School Diploma or Equivalent(Required)Some College CoursesLICENSECERTIFICATIONS

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.

2024-59867

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.