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Service Solutions Representative

Quest Diagnostics
Pittsburgh, USA
Full-time
Mid
Onsite
Discovered 3 weeks ago

Full Job Posting

Qualifications

  • Required Work Experience:
  • Two (2) to five (5) years of technical or customer service experience.
  • Knowledge:
  • Broad understanding of the laboratory business and its service requirements.
  • Knowledge of a billing system is a plus.
  • 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.
  • Bachelor’s Degree in Life Science, Business, Customer Relations or a related field (Preferred)
  • High School Diploma or Equivalent (Preferred)

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 Degree in Life Science, Business, Customer Relations or a related field (Preferred)
  • High School Diploma or Equivalent (Preferred)

Responsibilities

  • 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 new key accounts and/or at-risk accounts. New accounts are monitored for 45 days; key accounts are monitored for a pre-determined time period; at-risk accounts are monitored until they are flagged as saved by Sales.
  • Provide education and guidance to new clients about Quest Diagnostics lab processes.
  • Assist in reviewing and maintaining the problem resolution files and ensure communication to sales representatives and clients.
  • Ensure internal problem resolution for clients is aligned 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 and analyze systems 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.
  • Partner with 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.

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