Service Solutions Representative

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.

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.

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).