Category Customer Service Location Novi, Michigan Job function Operations Job family Client Services Shift Day Employee type Regular Full-Time Work mode Remote

Responsible for developing and cultivating long-term Health Systems customer relationships and secure customer/revenue retention for the Company, always looking to expand our product and services through upselling.

Shields customer from Quest's complexity.   Provides single point of objective business support and provides key client insights to Leadership. A collaborative liaison who helps customers achieve their goals, manages contract and financial aspects, and advocates when necessary to see resolution of their issues.

Client group will consist of mostly reference Health Systems customers, but may have a small PLS client group of small/medium size and complexity.Manages new hospital customer onboarding and optimizing customer service levels, acting as a main point of contact and communication point between the customer and various internal Quest functions, including, but not limited to, regional Lab Ops, Esoteric Lab Ops, logistics, connectivity, contracting, account setup and other Customer Support functions.Proactively partner with Commercial and Operations teams to ensure smooth transition of new customers and maintenance to minimize business risk. Play key role in strategic service plans to reduce attrition and at-risk customers. Responsible for maintenance of contracted services and management of P&L.Connect with customer C-suite and laboratory leadership to continue to demonstrate and allow them to see and appreciate our value proposition. Complete and deliver Business reviews for Top 200 hospital clients in collaboration with Commercial.
QUALIFICATIONS

Required Work Experience:  

Minimum of seven (7) years’ experience in a high volume, laboratory customer services environment, direct or adjacent.Must have a global understanding of department functions.

Preferred Work Experience:  

N/A 

Physical and Mental Requirements:  

N/A 

Knowledge:  

Customer service background—problem solver.Possess strong general business acumen, understanding financials and metrics (P&L, pricing, billing knowledge).

Skills:  

Strong presentation and Executive Presence; gain access and build trust with key leaders, able to articulate business needs and objectives.Excellent interpersonal and communication skills, including the ability to communicate complex issues clearly and concisely, both written and verbal.Ability to understand and articulate strengths, weaknesses, opportunities and threats in competitive offerings.
EDUCATION
Bachelor’s Degree(Required)

LICENSECERTIFICATIONS

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets