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. New 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 SOP’s.


• 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 unit’s problem resolution process or as requested by business unit’s 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.