Specialized Testing Associate I

Specialized Testing Associate I - San Juan Capistrano, CA | Hybrid, Tuesday - Saturday, 8:30 AM - 5:00 PM

The Specialized Testing Associate I is responsible for supporting both direct clients and Business Unit clients for all aspects of specialized testing, focusing on relationship management, expedited problem resolution, and escalation of issues.

Pay Range: $29.17 - $43.76 / 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!

• Monitor specialized testing orders from creation to reporting.
• Responsible for customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, and concerns of service failures.
• Serve as a liaison between the client and the technical departments.
• Proactively identify opportunities to reduce service failures for client accounts.
• Contact clients to resolve any issue related to patient testing and result reporting.
• Resolve specialized testing problem samples including accessioning, labeling, work sheeting and delivery to testing bench using established protocols.
• Complete specialized test adds including accessioning, labeling and delivery to testing bench using established protocols.
• Research specialized testing related Referral Testing inquiries and problems.
• Provide laboratory results to clients using established protocols.
• Document the call history in the required system and maintain complete and accurate records.
• Deliver information on supplies, new tests, services and products to clients.
• Educate and offer guidance to clients about Quest Diagnostics lab processes and services.
• Troubleshoot and triage both routine and complex medical/technical requests.
• Cancel or delete testing using established protocols.
• Report and escalate client concerns using established protocols.
• Responsible for maximizing quality and efficiencies to meet department goals.
• 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:

• Minimum of four (4) years of successful customer service experience in an advanced Customer Service role.
• Previous medical or clinical laboratory background required.

Knowledge:

• Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.
• Thorough knowledge of laboratory operations.
• Comprehensive knowledge of medical and laboratory terminology.
• Understand the importance of Quality Service and how it is measured.

Skills:

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
• Strong computer skills (Word, Excel, PowerPoint, Access)
• Ability to multi-task and work in a fast-paced environment.
• Ability to work under pressure with a high degree of accuracy
• Strong organizational skills
• Ability to analyze and solve problems.
• Good listening skills.
• Ability to maintain professional and tactful manner in stressful situations.
• Exhibit comfortable interaction with technical staff and other departments.
• Ability to deal with client information in a confidential manner.

Education:

• Bachelor's Degree preferred
• High School Diploma or Equivalent required

License & Certifications:

• MLT or MT certification

Physical and Mental Requirements:

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)