Lab Access Experience Manager

Quest Diagnostics Incorporated
paid holidays, tuition reimbursement, 401(k)
United States, New Jersey, Secaucus
500 Plaza Drive (Show on map)
Nov 14, 2024
Lab Access Experience Manager - Secaucus, NJ - Monday to Friday 8:00AM-5:00PM Responsible for maintaining key account relationships with lab access customers and is the Quest Diagnostics representative on external meetings. The position requires strong relationship management with the business development team, franchise, clients and internal teams at the national and regional levels. They interact with each of the functional groups to analyze chronic service failures to create and implement process improvements with corrective action plans. In addition, they proactively evaluate customer needs and requirements to create optimal service delivery options for our clients. Superior communication skills (written and verbal) are necessary to maintain an outstanding level of service to both internal and external customers. The position will a handle inbound and outbound customer communication through scheduled meetings, telephone or email. The position also requires exceptional organizational skills, as well as an ability to perform multiple tasks simultaneously to maintain client relationships. Pay Range: $97,570.00+ per year 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! Primary point of contact for assigned Lab Access Customers Maintains direct Client Communication through scheduled external virtual meetings, as well as phone and email. Travel may be necessary for in person meetings. Understands all aspects of the Customer from the Business Development, Technical, Billing and Patient Service perspective. Align on the value proposition presented to that customer as well as their key needs. Manages issues/complaints/feedback from customers Utilize data to evaluate customer concerns and develop solutions that address root cause. Triage/resolve issues in a timely manner through investigation using tools, relationships with internal teams, and appropriate escalations that may involve leadership or additional subject matter experts as needed. Document through Salesforce (SFDC) Cases Communicate with internal teams related to service failures and/ or issues the customer experienced. Act as a liaison with escalated issues IT and Billing Provides education and guidance to assigned clients about Quest Diagnostics lab access Align with internal teams to support non-issue service needs. These may include accession level support such as test adds, post analytical changes, cancellations, resolution of Test in Question in the QLS system, or client bill questions. Provides proactive key account monitoring utilizing tools in Quest Diagnostic system to identify opportunities to reduce service failures for lab access customers. This may include creation of client education and application of project tools to address complex client experience needs. Ongoing collaboration with Regional and National teams, Business Development and Franchise teams QUALIFICATIONS Required Work Experience: Minimum of 5-7 years of successful customer relationship experience including responsibility for investigating, analyzing and resolving customer concerns. Physical and Mental Requirements: Sitting for long period of time. Technical Knowledge: Strong PC and Quest systems (QLS/QBS) skills including experience with word processing, spreadsheet, and database applications (MS Word, Power Point, Excel, Access) Broad understanding of the laboratory business and its service requirements Preferred experience with Quest Lab Systems, including Salesforce (SFDC) and Quanum Skills: Direct customer contact skills. Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely. Demonstrate effective, strong writing and composition skills. Strong organizational and prioritization skills. Demonstrated Ability to work effectively in a team environment Proven problem-solving skills with the ability to develop appropriate resolutions. Strong, effective presentation skills in group setting. Demonstrated ability to influence and create change. Action Oriented. Customer Focused. Functional / Technical Skills. Decision Quality. Interpersonal Savvy. Composure. Preferred Skills: Align to Quest Culture / How We Work Customer First Care Collaboration Continuous Improvement Curiosity EDUCATION Bachelor's Degree(Required) Bachelor's Degree 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. 2024-75576 Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets