Customer Care Representative I [United States]

 

Overview:

Customer Care Representative I | Lenexa, KS- - Remote Work Available

Training will be conducted onsite-9601 Renner Blvd, Lenexa, KS 66219 Monday- Friday 11:00am-8:00pm CT (might be earlier)

Hours after training: Monday to Friday 10am-7pm, 12pm-9pm, 1pm-10pm CT with rotational Saturdays

Remote position will be evaluated after successful training completion

Handle all inbound customer inquiries and place outbound calls to clients in accordance with call log procedures and policies.

Responsibilities:

• Handle all customer inquiries regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service.
• Report laboratory results to clients and patients using established protocols.
• Document reporting or call history in required format and maintain complete and accurate records.
• Contact the client to resolve routine matters related to patient testing and result reporting.
• Report client concerns using established protocols.
• Provide education and guidance to clients about Quest Diagnostics lab processes.
• Escalate issues as appropriate using established protocols.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Qualifications:

QUALIFICATIONS

Required Work Experience:

N/A

Preferred Work Experience:

Previous medical or customer service background preferred.

Physical and Mental Requirements:

• Ability to sit for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)

Knowledge:

• Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Understand the importance of Quality Service and how it is measured.

Skills:

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Must be able to work in a team environment.
• Proficiency in basic computer skills (Word, Excel, Outlook)
• Ability to multi-task and work in a fast-paced environment.
• Strong organizational skills.
• Ability to analyze and solve problems.
• Good listening skills.
• Ability to maintain professional and tactful manner in stressful situations.
• Ability to deal with client information in a confidential manner.

EDUCATION
High School Diploma or Equivalent(Required)

LICENSECERTIFICATIONS

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