Basic Purpose: Handle all inbound customer contact received by telephone, electronically, in writing and in person. Troubleshoot both complex medical/technical and routine requests. Place outbound calls to clients in accordance with call log procedures and policies. Receive, resolve and follow-up with the most complex customer issues that cannot be resolved immediately. May provide coaching, training and support to CSR I, II and Assistants. Act as a liaison between Client Services and the laboratory
Principal Duties:
• Handle all customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service
• Report laboratory results to clients and patients using established protocols
• Document reporting or call history in the required format and maintain complete and accurate records
• Contact the client to resolve routine or medical/technical matters related to patient testing and result reporting
• Report client concerns using established protocols
• Provides education and guidance to clients about Quest Diagnostics lab processes
• Understands the importance of Quality Service and how it is measure
• Escalates issues as appropriate using established protocols
• Provide research and resolution on complex medical/technical issues, including those that have been referred by CSR I, II and Assistants
• May provide technical training to new hires
• Coach less experienced staff
• Recognize quality service issues and provide feedback to appropriate personnel on opportunities for improvement
• May assist Group Leader in the delegation of work in the absence of the supervisor or manager
• Responsible for maximizing quality and efficiencies to meet department goals
• Leads by example in demonstrating “gold standards” behaviors
• Perform other duties as required to meet the customer’s requirements