40 Hours a week, working hours would be between 8:00 AM – 7:00 PM EST w/ rotating weekend - 100% attendance is required for the first 60 days. Spanish Bilingual is preferred, but not required.
Training hours: 8am-5pm EST
Patient Team Customer Care Representative
The Quest Patient Team is an inbound call center for patients needing assistance with medical testing. We serve a wide variety of patients, some of which are experiencing illness and trauma at the time of their call, a high level of emotional intelligence is needed to effectively communicate with these patients.
The Customer Care Representative on the Patient Team is pleasant and empathetic (Think of how you would want a beloved family member or friend in that situation to be treated). This role is responsible for answering inbound calls including requests for copy of test results, making an appointment at our Patient Service Centers, and information about what to expect and prepare for their visit to a Quest Diagnostics patient center.
Customer Care Representatives can expect to take approximately 100 inbound calls per day with the focus being on high-quality service. De-escalation skills and compassion are a must to thrive in this role, some patients could be distressed by the results of testing.
Work Environment: Experience in a call center is preferred, but not required. We place importance on high quality experiences versus activities. We value quality work as every action taken by the patient services team is to facilitate access to the patients test results so they can take an active role in their health journey. Candidates should have Ability to maintain a professional demeanor, practicing strict confidentiality on all platforms for all sensitive information.