Rep, Service Solutions-THPG

Rep, Service Solutions-THPG - Irving, TX - Monday-Friday

JOB SUMMARY
Troubleshoot complex medical, technical, and routine requests including THPG. Receives, resolves, and follows-up with the most complex customer issues that cannot be resolved immediately. Acts as liaison between field sales force and laboratory operations using client incident tracking — including physician, hospital and managed care incident tracking and reporting. Responsible for managing customer relationships of assigned accounts to ensure they receive high quality service.

JOB REQUIREMENTS:
• Provides education and guidance to new clients about Quest Diagnostics lab processes, including but not limited to the Pending Worklist, TIQ, Awaiting Receipts, and HPN.
• 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 trouble-shooting 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).
• • Educates clients on new products and services offered by Quest Diagnostics.
• Works in concert with field representatives to develop and implement client-based strategies.

Education and experience required:
• 5-7 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.

Principal Decisions

• Accurate analysis of service failures and recommendation of corrective action.
• Determination of appropriate response to sales representative or client complaints.
• Maintenance of complete and accurate records of all communications.
• Suggestions for development of client education materials.

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