Sonora Quest Laboratories is a leading provider of laboratory and diagnostic services. They are seeking a Client Services Representative who will be responsible for handling incoming and outgoing calls, providing exceptional customer service, and ensuring the accurate exchange of laboratory information.
Responsibilities
- Spends 90% of the time receiving incoming call and making outbound calls
- Professionally interacts with Physicians and their staff, patients, and internal customers over the phone
- Knows all the ins and outs of the company and projects confidence when talking with customers
- Uses all resources available to resolve a situation
- Delighting the customer is the goal!
- Works in a production environment and strives to exceed all metrics in the department
- Effectively communicates both verbally and in writing with internal and external clients regarding laboratory test availability, test results and patient specimen requirements by accessing the company computer, telephoning referral labs and using printed reference material
- Uses company resources to resolve service-related issues such as Test-In-Questions (TIQ), trouble alerts, supply orders, missing specimen and special requests – i.e. loans and consults, chain of custody
- When necessary, escalates issues to a higher authority
- Documents all actions taken as required by CAP, CLIA & HIPAA, and Company policies
- Will be required to maintain daily metrics and collated monthly metrics, statistics and quality data while focusing on quality while demonstrating that the patient comes first in everything we do
- Participates in self-directed work teams to present thoughts and ideas that support the achievement of department metrics and the Company Roadmap
- Completes special projects as assigned
- Can be required to arrange pick up, delivery and / or shipment of specimens
- Participates in peer-to-peer knowledge transfer and training
Skills
- High School Diploma required
- A minimum of one year experience in customer service
- Must be able to function independently
- Requires the ability to multitask and manage multiple situations and tasks at once
- Synthesize complex data and maintain confidential materials
- Must possess excellent organizational, interpersonal and communication skills
- Experience with MS Office
- Customer service in a laboratory/diagnostic/health care industry preferred
- Additional related education and/or experience preferred
Benefits
- Monthly optional overtime
- Evening and weekend differential pay
- Weekly incentives for employees achieving production metrics
Company Overview
Sonora Quest Laboratories, a subsidiary of Laboratory Sciences of Arizona, is an Arizona-based joint venture between Banner Health and Quest Diagnostics (NYSE: DGX) that makes up one of the nation’s largest integrated laboratory systems. It was founded in 1997, and is headquartered in Phoenix, Arizona, USA, with a workforce of 1001-5000 employees. Its website is https://sonoraquest.com.