Customer Care Representative II
Quest Diagnostics
Summary
Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.
Job description
Responsibilities
- Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
- Typically makes moderately complexity, inbound and outbound, health related customer calls following set scripts, procedures.
- Maintains complete customer/patient confidentiality for all health, personal and other customer information.
- Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
- Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.
Qualifications
Required Work Experience: 1 to 2 years of related customer service excellence experience; typically, with a minimum of 1 year as a CSR1 level.
Preferred Work Experience: Health care and laboratory-related experience. Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.
Physical and Mental Requirements: Consistent exceptional customer service, accuracy, and quality focus are required.
Knowledge and Competencies
- CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
- CARE - We show each person they matter.
- COLLABORATION - We commit teamwork - inside and outside of Quest.
- CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
- CURIOUSITY - We ask vital questions in search of richer answers.
- FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
- Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each.
Skills
- Technical: Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
- Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.
Education
- High School Diploma or Equivalent (Required)
- Some College Courses College-level clinical laboratory education preferred. (Preferred)
Requirements
- 1 to 2 years of related customer service excellence experience
- Minimum of 1 year as a CSR1 level
- High School Diploma or Equivalent
- Consistent exceptional customer service, accuracy, and quality focus
- Good performance & productivity
- Good attendance
- Good conduct
- Good teamwork
- Cross trained in 2 or more moderately complex areas
- Preferred: Health care and laboratory-related experience
- Preferred: Experience delivering customer service excellence and achieving productivity/accuracy/quality standards
- Preferred: Good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI
- Preferred: Some College Courses College-level clinical laboratory education
Benefits
- Medical, Dental & Vision
- Supplemental Health Insurance
- Well-being Programs
- Health Assessment Program
- Mental Health Program
- Vacation & Flex Time
- Paid Holidays
- Financial Coaching
- 401(k) Matching
- Roth IRA
- Employee Stock Purchase Plan
- Life Insurance
- Disability Insurance
- Flexible Spending Accounts
- Annual Incentive Plans
- Matching Gifts Program
- Education Assistance
- Career Advancement Opportunities
Company overview
Quest Diagnostics is a leading provider of diagnostic information services, operating one of the largest clinical laboratory networks in the United States. Founded in 1967 and headquartered in Secaucus, New Jersey, the company offers a comprehensive range of diagnostic testing services including routine blood tests, genetic testing, molecular diagnostics, and anatomic pathology. Quest serves approximately one-third of American adults and physicians annually through its network of approximately 2,250 patient service centers and extensive outreach operations. The company processes over 500,000 test requests daily, providing critical data that helps healthcare providers make informed decisions about patient care. Quest Diagnostics has been at the forefront of diagnostic innovation, developing advanced testing capabilities for cancer, cardiovascular disease, infectious diseases, and neurological disorders. The company plays a vital role in public health through its participation in disease surveillance and population health management initiatives.