the journeybegins withyou.                                                                                           There's quite a distance between wondering and knowing. And for patients waiting for answers to important health questions, it's a road they want to travel as quickly as possible.

At Quest Diagnostics Incorporated, we understand urgency. But more than speed, we focus our energies on accuracy. Currently, we seek a Client Services Representative II !  

• Experience: 1- 3 years customer service experience in a medical setting.
• Location: 501 Massachusetts Ave, Cambridge, MA
• Work Hours: Monday through Friday 8:00 am - 4:30 pm w/rotating Saturdays

Our Five-Step Selection Process

 

You can complete the first three steps online right now.

 

1. View a brief video (click below) – learn about the rewards and demands of the job (8 minutes)

 

2. Review the job description below.  If you meet the experience and skill requirements click “Submit Now.”

 

3. Answer a questionnaire online – determine if you meet the minimum requirements for the position – summarize your work history, or upload a resume to apply (10 minutes).

 

Qualified candidates will receive an email from us with instructions on step four.  Watch your inbox for email messages.

 

4. Complete an interactive evaluation – learn more about the job and demonstrate your knowledge and capabilities (60 minutes).

 

After you complete steps 1-4:

5. We will review your application, résumé and evaluation results.  If you are selected to continue in the recruiting process, we will contact you for an interview at which time you can share your great talents and qualifications and meet people on our team (2 hours).

 

The first step is up to you.

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We invite you to view a day in the life of a Quest Diagnostics client service professional.

PLEASE CLICK HERE to see a Realistic Job Preview of this important customer focused role!    (Raise the volume on your computer and expand the window). After viewing the video, close that window to return to this description. As a Client Services Representative II, you will perform the daily activities as described below:

Basic Purpose:Client Service Representative II's handle all customer contacts received by telephone, in writing and in person.  Troubleshoot inquiries.  Follow-ups with customers on issues that cannot be resolved immediately.  Receive more complex customer issues, and resolves them to ensure satisfaction. 

May provide coaching, training and support to Customer Service Representative I and Customer Service Assistants.

Duties and Responsibilities:1. Handles all customer inquires by telephone regarding verbal reporting or results, concerns of service failures and other duties needed to provide customer satisfaction.2. Reports laboratory results to clients using established protocols.3. Documents reporting or call history in the patient file and maintain appropriate records.4. Contacts the client to resolve routine matters related to patient testing and result reporting.5. Uses established protocols for reporting client complaints.6. Provides research and resolution on complex issues, including those that have been referred by CSR I and Assistants.7. May provide training to new hires.8. Coaches less experienced staff.9. Recognizes quality service issues and provide feedback to appropriate personnel on opportunities for improvement.10. May assist Group Leader in the delegation of work in the absence of the supervisor or manager.11. Has ongoing responsibility to maximize department quality and productivity by monitoring service levels and minimizing abandoned calls.12. Other duties as required to meet the customer requirements.

Education:

 High school diploma or equivalent required.

Work Experience:

 2-5 years clinical laboratory and/or customer service experience preferred.

 Basic typing and computer skillsSome data entry experience preferred.

 Customer service background preferred.

 Medical terminology helpfulPrevious medical or clinical laboratory background preferred.

 Word, Excel, etc skills helpful

Special Requirements:1. Must be able to handle multiple tasks and work in a fast paced environment.2. Must have strong communication skills.  3. Able to speak the English language clearly and effectively communicate to caller and peer group.4. Ability to handle stressful situations and demonstrate a potential for strong independent problem solving skills.5. Must be able to operate basic office equipment.6. Must demonstrate Integrity and a commitment to values.7. Willingness to accept additional responsibilities with a positive attitude and foster teamwork.8. Must exhibit comfortable interaction with technical staff and other departments.9. May handle specimens.

Key Word Search: clerical, clerk, doctor assistant, office, call center, laboratory, client customer service outbound calls, caller, client relations, trainer.

Quest Diagnostics has many career opportunities for individuals whose talent, initiative and dedication will complement our belief that the patient comes first and that values do matter. We work to earn our customers' trust every day by providing the highest quality products and services in a professional, accessible and informative way. Our workforce is diverse and talented and believes in our vision: 'Dedicated people improving the health of patients through unsurpassed diagnostic insights.'

Requirements:Quest Diagnostics is an Equal Opportunity Employer