About this role
Diagnostic Laboratory of Oklahoma (DLO)
Location: Oklahoma City, OK
Hours: Monday-Friday 7:30am-4:30pm
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
• Monitors and engages with new, key and/or at-risk accounts. New accounts are monitored for 45 days; key accounts are monitored for time period set by Service Solutions Manager; at risk accounts are monitored until they are flagged as saved by Sales. • Provides education and guidance to new clients about Quest Diagnostics lab processes. • Aids the Service Solutions Manager in reviewing and maintaining the problem resolution files and ensuring communication to sales representatives and clients. • Ensures internal problem resolution for clients aligned with representatives and maintains documentation in accordance with SOP’s. • Partners with Billing and IT to ensure timely and accurate resolution of client issues. • Facilitates troubleshooting of issues by engaging appropriate Business Unit personnel to resolve service failures. Determine appropriate medium for communicating same. • Works with Service Solutions Manager to develop efficient data collection and analysis systems that support a standard approach to service and improving the image of Quest Diagnostics. Data collection process should include feedback mechanisms that are part of continuous improvement initiatives. • Provides direct support via telephone or client visits as needed. • Partners with business unit leadership on customer outreach activities (vacant territories, strategic and at-risk clients, etc). • Prepares communication materials such as Dear Client Letters, new materials, etc. for account representatives to use with clients. • Educates clients on new products and services offered by Quest Diagnostics. • Works in concert with field representatives to develop and implement client-based strategies. • Contacts clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit’s problem resolution process or as requested by business unit’s SLT. • Provides feedback to Client Services Leadership.
Required Experience:
• 2-5 years technical or customer service experience • BA preferred • Broad understanding of the laboratory business and its service requirements • Proficient desktop skills, including Excel, Word, internet etc. • Demonstrated strong customer service and interpersonal communication skills. • Demonstrated strong writing and composition skills. • Ability to work in a team environment • Strong organizational skills • Problem Solving • Action Oriented • Composure • Knowledge of billing system a plus.