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ReproSource-Manager, Customer Operations - Woburn, MA in Woburn, MA at Quest Diagnostics

Date Posted: 12/25/2018

Job Snapshot

  • Employee Type:
  • Location:
    Woburn, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

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.


Manage and direct all aspects of customer solutions and customer service call center operations. Implement and review relevant processes, policies, and standard operating procedures. Accountable for ensuring the highest level of service is provided to customers. Facilitates cross-functional initiatives to reduce defects and improve processes. Responsible for service issue resolution, reduction in service defects, problem tracking/reporting for sales representatives and others.  Oversee execution of customer satisfaction survey process, client communications, and monitoring of key or “at risk” accounts and management reporting.  Oversee the efficient on-boarding of new clients. This position plays a key role in reducing client attrition.  Analyze business needs to forecast budgetary requirements.  Develop and execute action plans in order to achieve corporate and local objectives.


  • Leads by example in demonstrating “gold standards” behaviors
  • Responsible for the supervision, coaching, monitoring, training, reviewing, performance management of assigned staff.
  • Partners with the field Sales/ Sales management, Client Services, Billing, IT and all laboratory operations to establish relationships and problem solving processes that are seamless to the external customer.
  • Ensure efficient and effective daily client communications of samples being held for TIQs as well as ensuring timely client communication of Priority values, STATs and TNPs per SOP.
  • Consolidate reports of daily, weekly and monthly trends.  Report all relevant statistics to senior management.
  • Follows-up with laboratories regarding challenges with test status or results.
  • Identify and follow-up IT related issues and make recommendations for service enhancements by submitting LIS RFS documentation.
  • Identify and follow-up with IT regarding telecom problems including service enhancements.
  • Oversees on-boarding of new clients to insure smooth transition and favorable assimilation into Quest
  • Develop strategies for addressing chronic service failures to facilitate permanent resolution
  • Ensures compliance with the established quality standards and actively participates in monitoring corrective action and its effectiveness
  • Oversees analysis of account problems and expedites their resolution; establishes practices to support field representatives with managing their account activity, problem resolution, and monitoring of key accounts.
  • Coordinates business unit customer satisfaction survey process.
  • Responsible for deployment of client communications.
  • Ensure department compliance with all company policies and government regulations.
  • Analyze business needs to forecast budgetary requirements and prepare budget report as required.
  • Monitor department expenses and keep spending in line with budget.
  • Develop and execute action plans in order to achieve corporate and local goals and objectives.


Education Preferred:

  • BA / BS or equivalent experience.

Work Experience:           

  • 5 years professional experience in leadership role in a customer service environment
  • 5 years previous clinical laboratory experience preferred


  • Demonstrated success in developing and motivating team members to reach objectives.
  • Broad understanding of the laboratory business and its service requirements.
  • Excellent interpersonal, customer service and oral communication skills, including the ability to communicate complex issues clearly and concisely.
  • Development of problem trending management reports used in conjunction with business unit continuous improvement efforts.
  • Accurate analysis of process failures and recommendation of corrective action for problem trends, including development of analytical tools for same.
  • Development of client education and communication materials.
  • Performance management of department and direct reports.
  • Strong influencing skills.
  • Building Effective Teams
  • Customer Focus
  • Strong Decision Quality
  • Timely Decision Making
  • Interpersonal Savvy
  • Managerial Courage
  • Organizational Agility
  • Process Management
  • Problem Solving
  • Innovation
  • Proficient desktop skills including Excel, Word, ACCESS, Internet etc.