Patient Service Technician Representative

Overview: Patient Service Technician Representative - Jamestown, NY - Monday-Friday 6:30AM-3:00PM (Rotational Weekends) The primary role of the Patient Services Tech Representative is to ensure a superior customer experience by: 1) delivering excellent customer service to patients and employees by promptly providing resolution to all on-line inquiries in either writing or by telephone and, 2) analyzing and delivering timely follow-up on all issues that require additional investigation.
Pay Range: $18.
02 - $20.
25 / 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/Dental/Vision for FT employees who work 30+ hours • 15 PTO days first year • Paid Holidays • Annual Bonus Opportunity • 401(k) with matching contributions • Variable compensation plan (AIP) bonus • Employee Stock Purchase Plan (ESPP) • Employee Assistance Program (EAP) • Blueprint for Wellness • Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours • Opportunities for career advancement • Training provided! Responsibilities: Handles all patient and employee inquires received by email.
Provides superior service, by accurately identifying the sender’s request and appropriately responding in writing or by telephone Completes all interactions in a professional manner, communicating the resolution effectively Researches, troubleshoots, and resolves complex patient and employee issues or complaints Interfaces with Patient Services team or other functional departments, when necessary, to identify issues and resolve patient complaints Recognizes quality service issues and provide feedback to appropriate personnel on opportunities for improving the patient experience Escalates issues beyond the skill/scope of the position to the appropriate persons within Patient Services using established protocols Documents all interactions with patients in a timely and effective manner and maintains and completes accurate records Sets up and maintains site information in the Facilities Database and Appointment Scheduler Follows established protocols to handle all job duties and responsibilities Responsible for maximizing quality and efficiencies to meet department goals Accepts additional responsibilities with a positive attitude and fosters teamwork Qualifications: QUALIFICATIONS Required Work Experience: Minimum of 3-5 years of customer service experience, preferably in a medical or clinical laboratory setting Preferred Work Experience: N/A Physical and Mental Requirements: Occasionally lifting up to 25 pounds May require extended periods of focus May require extended periods of sitting or standing Ability to manage stress Capable of handling multiple priorities in a high volume setting Knowledge: Knowledge of Customer Care Gold Standards Previous Medical or clinical laboratory background a plus Proficient knowledge of PC skills and Microsoft Word, Excel and Outlook Skills: Demonstrates proficiency with patient and client correspondence Strong customer service skills Strong writing and composition skills Strong verbal communication skills Demonstrates the ability to speak the English language clearly, effectively communicating to patients and other employees Exhibits ability to comfortably interact with Patient Services and other functional departments Demonstrates ability to work in a fast-paced environment and handle multiple tasks Strong organizational skills Demonstrates ability to handle complex issues, with strong problem solving skills and judgment Demonstrates the ability to operate basic office equipment Able to work independently and as part of a team Demonstrates a commitment to Quest Values and Integrity Priority Setting Time Management Informing Total Work Systems Conflict Management Perseverance Drive for Results Organizational Agility Interpersonal Savvy Customer Focus Composure Listening Personal Learning EDUCATION High School Diploma or Equivalent(Required) LICENSECERTIFICATIONS Quest Diagnostics honors our service members and encourages veterans to apply.
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.
2024-59915 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.