Rep, Client Service II at Quest Diagnostics

Posted in Other 6 days ago.

Location: San Juan Capistrano, California

Job Description:

Job Description

Rep, Client Service II - San Juan Capistrano,CA - Sunday - Thursday

Answers and resolves telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner.

  • Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.

  • Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.

  • Research and resolve more complex customer issues, including those referred by CSR I and Assistants.

  • Complete all required documentation associated with the handling of calls and maintain complete and accurate records.

  • Report priority and critical results to clients following established procedures for reporting and documentation. Follow all policies with regard to follow-up and shift change hand-off of information.

  • Report TNPs to clients by phone and process when contact is complete.

  • Report laboratory results to clients and patients using established protocols.

  • Follow through in a timely manner to resolve all issues and concerns.

  • Provide education and guidance to clients about lab processes.

  • Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures.

  • May provide coaching and/or training to less experienced staff.

  • Provide suggestions for process improvements to maximize quality and efficiencies in the department

  • 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.


Required Work Experience:

Two (2) to three (3) years customer service and/or related health care experience required.

Preferred Work Experience:

Previous clinical laboratory and/or customer service in a call center environment preferred.

Physical and Mental Requirements:

  • Sitting for long periods of time.

  • Repeating motions that may include the wrists, handsand/or fingers. (Typing)


  • Proper telephone etiquette to handle customer inquiries

  • Basic knowledge of operating office equipment

  • Basic understanding of fundamental medical and laboratory terminology

  • Understand the importance of Quality Service and how it is measured


  • Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers

  • Proficiency in basic computer skills (Word, Excel, Outlook)

  • Ability to multi-task and work in a fast-paced environment

  • Strong organizational skills

  • Ability to analyze and solve problems.

  • Good listening skills

  • Ability to maintain professional and tactful manner in stressful situations

  • Ability to deal with client information in a confidential manner

High School Diploma or Equivalent(Required)


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