Overview In this role you support specialized testing for direct clients and internal units, ensuring timely resolution of issues and proactive service. You work closely with cross-functional teams to manage orders, troubleshoot problems, and communicate results clearly. The position emphasizes maintaining high-quality service, accuracy, and efficient processes in a clinical laboratory context. This is a client-facing, standards-driven role that shapes how Quest Diagnostics delivers reliable laboratory solutions while offering growth opportunities.
Compensation / Benefits- Day 1 Medical and dental & vision for FT employees 30+ hours
- Vacation and Health/Flex Time
- 401(k) pre-tax and/or Roth IRA with company match up to 5%
- Employee stock purchase plan
- Education assistance through MyQuest for Education
- Annual incentive plans
Responsibilities- Monitor specialized testing orders from creation to reporting
- Handle client inquiries via phone, fax, or email and escalate issues as needed
- Serve as liaison between clients and technical departments to reduce service failures
- Resolve problem samples including accessioning, labeling, and delivery to testing bench
- Complete specialized test adds and maintain required documentation in the system
- Educate clients about Quest Diagnostics lab processes and services
- Troubleshoot routine and complex medical/technical requests
- Maximize quality and efficiencies to meet department goals
- Perform other duties as assigned to support business needs
Key requirements- Minimum of four (4) years of successful customer service experience in an advanced customer service role
- Previous medical or clinical laboratory background
- Bachelor's Degree preferred in Life Science, Business, Customer Relations or related field; High School Diploma or Equivalent required
- MLT or MT certification preferred
- Excellent interpersonal and written communication
- Ability to multitask in a fast-paced environment
- Strong organizational skills
- Strong computer skills (Word, Excel, PowerPoint, Access)
- Knowledge of laboratory terminology
- Understanding of laboratory operations and specimen requirements
