Summary

Required Knowledge: Must be able to operate basic office equipment, have general computer knowledge and basic typing ability. Must have demonstrative customer service skills. Must be able to communicate in English both verbally and in writing. Must be confident, self-motivated and be able to work unsupervised. Requires professionalism in appearance, actions, and attitude. Must be able to maintain professionalism in times of heavy workloads and stress. Requires teamwork, collaboration, and strict attention to detail. Must be dependable, punctual, and demonstrate integrity and commitment to company values. Must be able to achieve and maintain department specific metrics.

Job description

Essential Functions

Report to work on time and prepared for each scheduled shift
Perform all assigned duties and processes, including tasks for which you are fully qualified and those within your demonstrated capabilities
Maintain a positive, professional, and supportive attitude throughout the workday
Work collaboratively as a team member and contribute to a respectful, productive work environment

Responsibilities

Responsible for contacting customers by phone, fax, and mail or as directed by Supervisor to report laboratory results to clients using established protocols.
Document reporting or call history in the patient file and maintain appropriate records.
Contact the clients to resolve routine matters related to patient testing and result reporting.
Use established protocols for reporting client concerns.
Escalate complex client issues to the appropriate individual/department.
Provide input on quality improvement opportunities to Supervisor.
Provide clerical support.
Other duties as required to meet the client's requirements.

Qualifications

Required Knowledge: Must be able to operate basic office equipment, have general computer knowledge and basic typing ability. Must have demonstrative customer service skills. Must be able to communicate in English both verbally and in writing. Must be confident, self-motivated and be able to work unsupervised. Requires professionalism in appearance, actions, and attitude. Must be able to maintain professionalism in times of heavy workloads and stress. Requires teamwork, collaboration, and strict attention to detail. Must be dependable, punctual, and demonstrate integrity and commitment to company values. Must be able to achieve and maintain department specific metrics.

Required Experience: Minimum High School diploma or equivalent. 1 year of clinical laboratory or customer service experience in a call center environment preferred.

Special Requirements: Must be available for any shift, including nights, weekends, and some Holidays as needed. Overtime as required by business needs.

Requirements

Minimum High School diploma or equivalent
Must be able to operate basic office equipment
General computer knowledge and basic typing ability
Demonstrative customer service skills
Must be able to communicate in English both verbally and in writing
Must be confident, self-motivated and able to work unsupervised
Professionalism in appearance, actions, and attitude
Must be able to maintain professionalism in times of heavy workloads and stress
Teamwork, collaboration, and strict attention to detail
Must be dependable, punctual, and demonstrate integrity
Must be able to achieve and maintain department specific metrics
Must be available for any shift, including nights, weekends, and some Holidays as needed
Overtime as required by business needs
1 year of clinical laboratory or customer service experience in a call center environment preferred

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.