Operations & Business Development Specialist
Company: Quest Diagnostics Incorporated
Location: Secaucus
Posted on: May 2, 2024
Job Description:
This position works closely with the Consumer Initiated Testing
(CIT) Operations Team to ensure the customer journey is smooth and
frictionless. They will engage with the broader CIT Team and
supporting teams to solve issues and work in our lower environments
to test new and existing products and features with the goal of
setting our customers and supporting teams up for success when
products are live and in production. As our product and
partnerships evolve, account management duties and client
relationship management will be required. CIT operates the
questhealth.com website.
To be successful in this role, you will:
- Assist in developing and executing complex, cross-functional
CIT projects, and initiatives to drive growth and scale world-class
experience for our consumers; have a demonstrated track record of
multi-tasking and coordinating efforts across multiple
stakeholders.
- Research IT Tickets (Level I) including checking multiple
systems trying to determine breakdown - work in tandem with agile
coach to identify where tickets should be assigned and communicate
resolution to broader team(s)
- Pull and analyze reports from multiple systems (Quanum,
informatics, Sales Force, Stripe) to assist in creating/ tracking
operational success metrics with the intent to share across the CIT
team to support data-driven decisions.
- Create and update training materials and documentation around
product release and enhancements, working in lower environments to
understand workflows and customer experience - coordinate and
provide updates to internal partners such as customer service,
patient service and lab operation teams.
- Manage the CIT team fee schedule(s) and special quote activity
by working with the Quest pricing team. Partner with our billing
resources to monitor orders that are hung up in the system due to
pricing or system issues. Align with finance and operations on
discrepancies.
- Help coordinate and facilitate end to end testing - both happy
path and edge cases
- Proactively evaluate consumer needs and requirements to create
optimal user experience
- Account management duties on Testing as a Service accounts
which includes but isn't limited to: supporting multiple
initiatives focusing on internal and external relationship
management, presenting service model capabilities, problem
resolution and process improvement initiatives as required.
Coordinate and facilitate periodic client/program updates
(internally and externally) via conference call or in person.
Actively communicate service delivery requirements and assist in
driving and delivering operational excellence.
- Have a customer-centric approach and the ability to build
positive partnerships with internal and external CIT stakeholders
to optimize performance and customer experience.
Preferred Education: Bachelor's degree or equivealentRequired Work
Experience:
- 2-4 years of relevant experience in business strategy/
consulting, operations, investment banking or related; experience
in high growth start-up
- 2 - 4 years of experience in an Account Management, Sales
Support or customer facing role
- 2 - 4 years in a laboratory or diagnostic environment
preferredPreferred Work Experience:
- Ability to navigate through QLS, QBS Quanum and Sales
Force
- 5+ years of relevant experience in business strategy/
consulting, operations, investment banking or related; experience
in high growth start-up
- Retail, supply chain, logistics and/or eCommerce
- Platform-oriented businesses
- Inventory management
- Volume and/or budget forecasting
- CX design
- HealthcareKnowlege and Skills:
- A combination of strategic and analytical thinking, an interest
in innovating to solve business problems creatively and a
willingness to hit the ground running.
- Explorer - the ability to self-serve, investigate and get the
data we require will make you more effective in this role
- A "get it done" attitude - bias toward action, great
collaboration master of disambiguation - constantly pushing toward
clarity and delivery
- Exceptional communication and organization skills with ability
to communicate complex ideas and issues clearly
- Comfort with ambiguity and asking clarifying questions
- Ability to adjust priorities quickly as circumstances
dictate
- A self-starter with ability to multi-taskWhile 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.
Keywords: Quest Diagnostics Incorporated, Allentown , Operations & Business Development Specialist, Accounting, Auditing , Secaucus, Pennsylvania
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