DLO Service Solutions Rep

Diagnostic Laboratory of Oklahoma (DLO)

Location: Oklahoma City OK

Hours: Monday-Friday 7:30am-4:30pm

Essential Functions:

• Report to work on time and prepared for each scheduled shift
• Perform all assigned duties and processes including tasks for which you are fully qualified and those within your demonstrated capabilities
• Maintain a positive professional and supportive attitude throughout the workday
• Work collaboratively as a team member and contribute to a respectful productive work environment

• Monitors and engages with new key and/or at-risk accounts are monitored for 45 days; key accounts are monitored for time period set by Service Solutions Manager; at risk accounts are monitored until they are flagged as saved by Sales.
• Provides education and guidance to new clients about Quest Diagnostics lab processes.
• 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 SOPs.
• Partners with Billing and IT to ensure timely and accurate resolution of client issues.
• Facilitates troubleshooting 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.
• Partners with business unit leadership on customer outreach activities (vacant territories strategic and at-risk clients etc).
• Prepares communication materials such as Dear Client Letters new materials etc. for account representatives to use with clients.
• Educates clients on new products and services offered by Quest Diagnostics.
• Works in concert with field representatives to develop and implement client-based strategies.
• Contacts clients who submitted a client satisfaction survey that expressed dissatisfaction with the business units problem resolution process or as requested by business units SLT.
• Provides feedback to Client Services Leadership.

Required Experience:

• 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.