Rep Technical Sr - NCS

Rep Technical Sr - NCS - Lenexa, KS

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.

Basic Purpose:  As a Sr. Technical Representative, you will provide technical documentation, coaching, training and support to CCR I, II and Technical Representatives. In addition, you will resolve and follow-up on the most complex technical issues and evaluate and make recommendations for process improvement ideas/suggestions. This role serves as a SME (subject matter expert) on 2 or more subjects i.e. Clinical, Digital Expert, QMS. Collaborate with Supervisor and Group Lead on a daily basis to achieve the department’s organizational goals of service excellence, efficient operations and inspiring workplace. 

Principal Duties:

• Handle all customer inquiries received by telephone, fax or email regarding reporting of  patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service

• Report laboratory results to clients and patients using established protocols

• Achieve QMS Certified status within first year in role

• Document reporting or call history in the required format and maintain complete and accurate records

• Contact the client to resolve routine or medical/technical matters related to patient testing and result reporting

• Report client concerns using established protocols

• Develop technical documentation and provide technical learning/coaching to proactively reduce escalations

• Provides communication, education and guidance to clients and team members about Quest Diagnostics technical processes

• Escalates issues as appropriate using established protocols

• Provide research and resolution on complex medical/technical issues, including those that have been referred by CCR I, CCR II and Technical Care Rep I.

• Educate clients on new products and services

• Serve as a Customer Advocate to do proactive and preventative actions to drive increased Customer Satisfaction 

• Partner across functions (Customer Solutions, Lab, Patient Services, Specimen Processing, IT) to review, investigate and provide recommendations for problems or gaps 

• Provide technical training to new hires (SME Subject matter Experts) 

• Serve as a Peer Mentor to less experienced staff

• Remains current on CCR I, CCR II and Technical Representative tasks and processes

• Performs the duties of Client Service Representatives as needed

• Provide technical floor support or team / pod support on a rotating basis

• Partner with QA and Training to ensure quality standards are achieved  

• Provide technical education for department huddles and or team meetings on a rotating basis

• Leads by example in demonstrating “Everyday Excellence ”and modeling Quest behaviors

• Perform other duties and special projects as assigned

• Provide shift coverage as needed

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.

Qualifications:

Education Preferred:         Minimum high school diploma or equivalent

Work Experience:           40 months of client service experience with Quest Diagnostics 

Other:

• Demonstrated strong customer service and interpersonal communication skills.  Ability to speak the English language clearly and effectively communicate with caller and peer group.

• Demonstrated strong writing and composition skills

• Ability to work in a team environment

• Demonstrated ability to operate basic office equipment and utilize proficient computer skills

• Demonstrated ability to handle multiple tasks and work in a fast paced environment

• Demonstrated composure in stressful situations 

• Demonstrated ability in handling of complex issues and strong problem solving skills and judgment

• Demonstrated ability to follow company and department policies and procedures 

• Demonstrates strong organizational skills

• Demonstrates a commitment to values and Integrity

• Exhibits comfortable interaction with technical staff and other departments

• Demonstrated ability to coach or mentor other reps

Principal Decisions:  Describe the most important decisions that are made in the course of doing the job.

• Accurate identification and clarification of client or patient requests

• Appropriate escalation of issues that are beyond skills or scope of CSR.

• Determination of appropriate response to client inquiries and complaints

• Creation of complete and accurate documentation of all interactions

• Suggestions for process improvements related to department operations or client concerns 

• Accept additional responsibilities with a positive attitude and foster teamwork

• Advise clients and staff with complex, procedural questions

• Utilize strong working knowledge of laboratory procedures

• Utilize varied resources to obtain medical / technical information necessary to provide advice to clients and staff

• Collaborates with technical staff and other departments

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All your information will be kept confidential according to EEO guidelines.