Spec, Client Service - Marlborough, MA

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POST DATE 8/17/2016
END DATE 10/10/2016

Quest Diagnostics Marlborough, MA

Marlborough, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


The Journey Begins with you.

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 Spec, Client Service - Marlborough, MA.

Schedule: Monday - Friday, 8:30am - 5pm, Day Shift, Weekend Rotations

*Salary dependent upon experience

REQ # 3762950


Coordinate activities to maximize client satisfaction through a close-loop problem resolution process. Monitors client registered service failures and the timelessness and appropriateness of the functional groups' response. Interacts with functional groups to analyze chronic service failures and implement corrective actions. Proactively evaluate optimal service delivery options for key customers.

- Review Quest Lab's Client Problem Tracking module or other client problem reporting mechanism periodically throughout the day.
-Review the timelessness of the functional group's response. Notify the functional group immediately if the turn around time goal is exceeded.
-Develop strong working relationship with Sales and Branch Operations through regularly scheduled meetings. Participate on weekly conference calls to review progress against team goals.
-Review the root cause description and appropriateness of the functional group's corrective action. Notify the functional group if resolution is unclear, inadequate, and inappropriate or if documentation is required. Work with group to develop effective action plan.
- Monitor implementation. Visit clients to ensure that resulting resolution and follow-up activity is satisfactory. Solicit and resolve other outstanding issues or concerns.
-Establish routine client visitation schedule to meet with key accounts and accounts At Risk to ensure resolution and follow-up activity meets client's expectations. Conduct random service visits to review service metrics, satisfaction with local services and address concerns..
-Analyze chronic service failures and interact with functional group to develop initiatives designed to improve service levels and prevent reoccurring defects.
-Present recent achievements, ongoing activities and business unit's performance to established goal(s) at monthly senior staff meetings and monthly management meetings.
-Schedule and conduct initial training sessions for key customers and/or branch operations personnel. Conduct follow-up or retraining sessions, if necessary.
-Contact clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit's problem resolution progress or as requested by the business unit's senior staff.
-Schedule visits at Patient Service Centers to gauge patient satisfaction and solicit staff input for service improvement opportunities.
-Coordinate action(s) between functional groups to resolve At Risk issues. Identify potential business opportunities and coordinate hand-off to Sales.
-Ensure total compliance with all company policies and government regulations. Maintains required documentation.
-Manage other projects/responsibilities as assigned by director.

Education Preferred: Bachelor's Degree in a Life Science, Business, Customer Relations or related field, or equivalent combination of education and extensive relevant experience.

Work Experience: Minimum of four years of successful customer service experience including responsibility for investigating, analyzing and resolving customer concerns. Clean driving record required. Occasional overnight travel required.

Other: Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely. Strong organizational and prioritization skills. Demonstrated ability to work effectively in a team environment. Proven problem-solving skills with the ability to develop appropriate resolutions. Demonstrated effectiveness in conveying information both orally and in writing. Strong, effective presentation skills in group setting. PC and Quest Lab skills. Experience with word processing, spreadsheet and database applications (MS Word, PowerPoint, Excel, Access). Performance Measures: Client Attrition %Number of Clients on At Risk Number of Days on At Risk Internal Customer Satisfaction External Customer Satisfaction

How To Apply

After clicking the button at the top or bottom of the page to Submit, applicants will answer a series of questions and upload or enter resume information. After submitting for this job opening, watch your email inbox (and spam filter). Applicants are sent an email inviting them to complete a required online interactive evaluation, to demonstrate knowledge and abilities, and allow Quest Diagnostics to learn more about them.

If you need assistance with the online application or have questions about the application process, please contact our Talent Acquisition team at 262-439-1939.

Closing Statement

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 diagnostic information services in a professional, accessible and informative way. Our workforce is diverse and talented and believes in our vision: "Empowering Better Health with Diagnostic Insights."

[All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities.]

Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.