DLO DUTIES AND REQUIREMENTS:
Monday-Friday 9:30am-6:30pm. Must be available for any shift, including nights, weekends, and some holidays as needed. Overtime as required by business needs.
Responsible for contacting customers by phone, fax, and mail or as directed by Supervisor to report laboratory results to clients using established protocols. Document reporting or call history in the patient file and maintain appropriate records. Contact the clients to resolve routine matters related to patient testing and result reporting. Use established protocols for reporting client concerns. Escalate complex client issues to the appropriate individual/department. Provide input on quality improvement opportunities to Supervisor. Provide clerical support. Other duties as required to meet the client’s requirements.
Must be able to operate basic office equipment, have general computer knowledge and basic typing
ability. Must have demonstrative customer service skills. Must be able to communicate in English
both verbally and in writing. Must be confident, self-motivated and be able to work unsupervised.
Requires professionalism in appearance, actions, and attitude. Must be able to maintain
professionalism in times of heavy workloads and stress. Requires teamwork, collaboration, and
strict attention to detail. Must be dependable, punctual, and demonstrate integrity and a commitment to company values. Must be able to achieve and maintain department specific metrics
Required Experience: Minimum High School diploma or equivalent. 1 year of clinical laboratory or customer service experience in a call center environment preferred
Special Requirement: Must be available for any shift, including nights, weekends, and some holidays as needed. Overtime as required by business needs.
Quest Diagnostics Job Summary:
Responsible for contacting the customer in one or more of the following ways: phone, fax, electronically or in writing and in person to report results, acquire data or relay information. Resolves routine issues to the satisfaction of the client and provides thorough documentation of all transactions. Assists in clerical support of the Client Service Center.
>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 clients to resolve routine matters related to patient testing and result reporting
>Report client concerns using established protocols
>Escalate issues as appropriate using established protocols
>Provide input on quality improvement opportunities to supervisor
>Provide clerical support and/or reception support
?Leads by example in demonstrating gold standards behaviors
>Other duties as required to meet the customer requirements
THE ABOVE STATEMENTS DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THIS IS NOT AN EXHAUSTIVE LIST OF ALL THE DUTIES AND RESPONSIBILITIES THAT AN INCUMBENT MAY BE EXPECTED TO PERFORM.
Customer Relationship Management