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Service Solutions Representative
Ref No.: 18-13061
Location: Pittsburgh, Pennsylvania
Start Date / End Date: 10/15/2018 to 08/14/2019
Duration:8-10 month(s)

Description/Comment:Basic Purpose:
Troubleshoot complex medical, technical and routine requests. Receives, resolves, and follows-up with the most complex customer issues that cannot be resolved immediately. Acts as liaison between field sales force and laboratory operations using client incident tracking — including physician, hospital and managed care incident tracking and reporting.

Principal Duties:
• Support the Quality Assurance team and Customer Solutions team with various task.
• Aids the Service Solutions Manager in reviewing and maintaining the problem resolution files and ensuring communication to sales representatives and clients.
• Ensures internal problem resolution for clients aligned with representatives and maintains documentation in accordance with SOP’s.
• Partners with Billing and IT to ensure timely and accurate resolution of client issues.
• Facilitates trouble-shooting of issues by engaging appropriate Business Unit personnel to resolve service failures. Determine appropriate medium for communicating same.
• Works with Service Solutions Manager to develop efficient data collection and analysis systems that support a standard approach to service and improving the image of Quest Diagnostics. Data collection process should include feedback mechanisms that are part of continuous improvement initiatives.
• Provides direct support via telephone or client visits as needed.
• Works in concert with field representatives to develop and implement client-based strategies.
• Provides feedback to Client Services Leadership.

Job Specifications: Education and experience required.
• 2-5 years technical or customer service experience
• BA preferred
• Broad understanding of the laboratory business and its service requirements
• Proficient desktop skills, including Excel, Word, internet etc.
• Demonstrated strong customer service and interpersonal communication skills.
• Demonstrated strong writing and composition skills.
• Ability to work in a team environment
• Strong organizational skills
• Problem Solving
• Action Oriented
• Composure
• Knowledge of billing system a plus.

Additional Job Details:Sales support and Quality Assurance roles include data entry, client investigation and creating reports