Service Solutions Representative
Company: Quest Diagnostics Incorporated
Location: Irving
Posted on: April 23, 2024
Job Description:
Service Solutions Representative - Irving, TX - Monday to Friday
8:00AM-5:00PMResponsible for managing customer relationships of
assigned accounts to ensure they receive high quality
service.Receive,resolveandfollow upwith the most complex customer
issues that cannot be resolved immediately.
- Acts as liaison between the field sales force and laboratory
operations using client incident tracking - including physician,
hospital, and managed care incident tracking and reporting.
- Monitor and engage with newkeyaccountsand/or at-risk accounts.
New accounts are monitored for 45 days; key accounts are monitored
fora pre-determinedtime period;at-risk accounts are monitored until
they are flagged as saved by Sales.
- Provideeducation and guidance to new clients about Quest
Diagnostics lab processes.
- Assistin reviewing and maintaining the problem resolution files
and ensurecommunication to sales representatives and clients.
- Ensure internal problem resolution for clientsisaligned with
representatives and maintain documentation in accordance with
SOP's.
- Partner with Billing and IT to ensure timely and accurate
resolution of client issues.
- Facilitate troubleshooting of issues by engaging appropriate
personnel to resolve service failures. Determine appropriate medium
for communicating same.
- Work with the Manager to develop efficient data collection
andanalyzesystems that support a standard approach to service and
improving the image of Quest Diagnostics. The data collection
process should include feedback mechanisms that are part of
continuous improvement initiatives.
- Provide direct support via telephone or client visits as
needed.
- Partner with business unit leadership on customer outreach
activities (vacant territories, strategic and at-risk
clients,etc).
- Prepare communication materials such as Dear Client Letters,
new materials, etc. for account representatives to use with
clients.
- Educate clients on new products and services offered by Quest
Diagnostics.
- Partnerwith field representatives to develop and implement
client-based strategies.
- Contact clients who submitted a client satisfaction survey that
expressed dissatisfaction with the business unit's problem
resolution process or as requested by the business unit's SLT.
- Provide feedback to Client Services Leadership.
- 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 Required WorkExperience:Two (2) to five (5)
technical or customer service experience.Preferred Work
Experience:N/APhysical and Mental Requirements:N/AKnowledge:
- Broad understanding of the laboratory business and its service
requirements.
- Knowledge of billing system a plus.Skills:
- Excellent interpersonal and communication skills (oral and
written) necessary to effectively interact with customers and
co-workers.
- Ability to communicate complex issues clearly and
concisely.
- Strong effective presentation skills in a group setting.
- Demonstrated ability to influence and create change.
- Strong organizational and prioritization skills.
- Proven problem-solving skills with the ability to develop
appropriate resolutions.
- Basic project management skills. QMS Certification
preferred.
- Ability to maintain professional and tactful manner in
stressful situations.
- Strong PC skills including word processing, spreadsheets and
database applications (Word, Excel, PowerPoint, Access)
- Ability to deal with client information in a confidential
manner.EDUCATION Bachelor's DegreeHigh School Diploma or
EquivalentLICENSECERTIFICATIONS 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.2024-60529
Keywords: Quest Diagnostics Incorporated, Mesquite , Service Solutions Representative, Sales , Irving, Texas
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