Customer Care Representative I

Overview: Customer Care Representative I | Remote Work Available | Lenexa, KS Training Schedule: Monday- Friday, 7:00 am-4:00 pm CST with 1 hour Lunch; ONSITE in Lenexa, KS (must be able to train onsite) Training Timeline: The first 2 weeks is comprised of classroom training, followed by 1 week of nesting with trainers- taking live calls, followed by an additional 3 weeks of onboarding and live calls with seasoned senior Representatives and Mentors to ensure they are comfortable with the job prior to transitioning home Work Schedule: 8 hour shift, Monday- Friday, between the hours of 9:30 am-6:00 pm CT with 30 minute lunch Handle all inbound customer inquiries and place outbound calls to clients in accordance with call log procedures and policies.
Responsibilities: Supports assigned client group(s) performing routine complexity health related customer excellence activities.
Typically makes routine outbound, health related customer calls following set scripts, procedures.
Maintains complete customer/patient confidentiality for all health, personal and other customer information.
Provides professional, respectful, customer excellence.
Demonstrates caring and empathy when delivering sensitive health information.
Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.
Supports all client group(s) based on business needs.
Qualifications: Required Work Experience: 1-year related customer service excellence experience.
Preferred Work Experience: Health care and laboratory related experience.
Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.
Physical and Mental Requirements: Consistent exceptional customer service, accuracy and quality focus required.
Knowledge and Competencies: Align to Quest Culture & How We Work: CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost.
CARE - We show each person they matter.
COLLABORATION - We commit teamwork - inside and outside of Quest.
CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last.
CURIOUSITY - We ask vital questions in search of richer answers.
FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork.
Skills: Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI.
Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.
Education High School Diploma or Equivalent(Required) While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies.
Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.
EEO: Quest Diagnostics is an equal employment opportunity employer.
Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law.
Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.