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Health System Svcs -ESO Assoc - Chantilly, VA - req19643 in Chantilly, VA at Quest Diagnostics

Date Posted: 12/31/2018

Job Snapshot

  • Employee Type:
  • Location:
    Chantilly, VA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Schedule:  Monday-Friday, 8 a.m.-4 p.m.

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:

This person will be responsible for supporting multiple Health System accounts focusing on relationship management, problem resolution and escalation of issues.  Superior communication skills (written and verbal) are necessary to maintain an outstanding level of service to both internal and external customers.  They will handle all inbound and outbound customer communication by telephone, fax or email.  This position requires strong relationship management with the commercial team, clients and internal support systems staff.  This position requires exceptional organizational skills, as well as an ability to perform multiple tasks simultaneously.

Duties and Responsibilities:

  • Responsible for learning all Esoteric Laboratory Information Systems and the Quest Laboratory Information System.

  • Responsible for learning multiple processes across all Esoteric Laboratory sites

  • Responsible for proactively identifying opportunities to reduce service failures for their accounts

  • Troubleshoot both routine and complex medical/technical requests

  • Assists with smooth start of new accounts upon initial client transition and monitoring for 90 days

  • Works jointly with Esoteric site when transitioning new account to appropriate Client Services team

  • Provides information concerning supplies, new tests, services and products.

  • Handles all customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, and concerns of service failures

  • 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 client to resolve routine matters related to patient testing and result reporting.

  • Report client concerns using established protocols.

  • Provides education and guidance to clients about Quest Diagnostics lab processes

  • Escalates issues as appropriate using established protocols

  • Leads by example in demonstrating “gold standards” behaviors

  • Performs other duties as required to meet the customer requirements.

  • May perform other related duties as required by management.


Education Preferred:

  • Bachelor’s Degree in a Life Science, Business, Customer Relations or related field, Six Sigma Greenbelt Certification, QMS Certification, or equivalent combination of education and relevant experience.

Work Experience:

  • Minimum of 5 years of successful customer service experience including responsibility for investigating, analyzing and resolving customer concerns.


  • Computer Skills (Microsoft Office Suite)

  • Laboratory Information Services Training/Access

  • QBS Training/Access

  • Medical Terminology required

  • Previous medical or clinical laboratory background required

  • Must be able to handle multiple tasks and work in a fast paced environment.

  • Must have strong written and verbal communication skills.  Able to speak the English language clearly and effectively communicate to caller and peer group.

  • Able to handle stressful situations and demonstrate a potential for strong independent problem solving skills and judgment.

  • Must have strong organizational skills.

  • Must be able to operate basic office equipment.

  • Must demonstrate Integrity and a commitment to values.

  • Willingness to accept additional responsibilities with a positive attitude and foster teamwork.

  • Must exhibit comfortable interaction with technical staff and other departments.