Health System Services Associate I

Health System Services Associate I - Lewisville, TX, Sunday to Thursday, 8:00 AM to 5:00 PM

Pay range: $25.92+ per hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

Responsible for supporting assigned Health Systems Tier 1 accounts focusing on relationship management, problem resolution and escalation of issues. Troubleshoots both complex medical/technical and routine requests.

• Handle all customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, and concerns of service failures.
• Responsible for proactively identifying opportunities to reduce service failures for their accounts.
• Contact assigned clients to resolve routine matters related to patient testing and result reporting.
• Report laboratory results to clients using established protocols.
• Document reporting or call history in the required format and maintain complete and accurate records.
• Provide information concerning supplies, new tests, services and products.
• Provide education and guidance to clients about Quest Diagnostics lab processes.
• Troubleshoot both routine and complex medical/technical requests.
• Report and escalate client concerns using established protocols.
• Responsible for maximizing quality and efficiencies to meet department goals.
• Understands the importance of Quality Service and how to measure it.
• Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

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Required Work Experience:

• Minimum of 5 years of successful customer service experience.
• Previous medical or clinical laboratory background required.

Knowledge:

Knowledge of Medical Terminology and laboratory procedures required

Skills:

• Demonstrated outstanding customer service, interpersonal and communication skills
• Ability to handle complex issues and remain composed in stressful situations
• Strong PC skills including Excel, Word, Power Point and Access
• Ability to multi-task and thrive in a fast-paced environment
• Solid organizational skills and problem-solving skills
• Customer Focused
• Detailed Oriented

Education

• Bachelor’s Degree Bachelor’s Degree in a Life Science, Business, Customer Relations or related field is preferred. (Preferred)
• High School Diploma or Equivalent (Required)