Title: Customer Care Representative I Location: Las Vegas United States Job Description: Category Customer Service Location Las Vegas, Nevada Job function Operations Job family Client Services Shift Day Employee type Regular Full-Time Work mode Remote Job Description Pay range: $18.25+ per hour 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. Start date: May 18th Training Location: Must be able to train ONSITE at 4230 Burnham Ave Las Vegas, Nevada 89119 Training Schedule: Monday - Friday, 8:00AM - 5:00PM PST Work Schedule: Tuesday -Saturday OR Sunday - Thursday 8-hour shift, between the hours of 6:00AM - 6:00PM PST 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, supplemental health, dental & vision for FT employees who work 30+ hours - Best-in-class well-being programs - Annual, no-cost health assessment program Blueprint for Wellness - healthyMINDS mental health program - Vacation and Health/Flex Time - 6 Holidays plus 1 "MyDay" off - FinFit financial coaching and services - 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service - Employee stock purchase plan - Life and disability insurance, plus buy-up option - Flexible Spending Accounts - Annual incentive plans - Matching gifts program - Education assistance through MyQuest for Education - Career advancement opportunities - and so much more! Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a routine complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc. Responsibilities: - Supports assigned client group(s) performing routine complexity health related customer excellence activities. - Handles routine Outbound and Inbound Full Service calls in a timely manner following set scripts and procedures, as applicable. - Maintains complete customer/patient confidentiality for all health, personal and other customer information. - Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information. - Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service. - Supports all client group(s) based on business needs. Qualifications: Required Work Experience: - 1-year related customer service excellence experience. Preferred Work Experience: - Health care and laboratory related experience. - Experience delivering customer service excellence and achieving productivity/accuracy/quality standards. Physical and Mental Requirements: - Consistent exceptional customer service, accuracy and quality focus required. Knowledge: Align to Quest Culture & How We Work: - CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost. - CARE - We show each person they matter. - COLLABORATION - We commit teamwork - inside and outside of Quest. - CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last. - CURIOUSITY - We ask vital questions in search of richer answers. - FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork. Skills: - Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI. - Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital 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.

• Respond to inbound customer inquiries via phone, email, and/or chat in a timely and professional manner • Troubleshoot and resolve customer issues with accuracy and empathy • Maintain detailed and accurate records of all interactions in company systems • Collaborate with internal teams to ensure quick and effective resolution of customer concerns • Educate customers on services, billing, and processes • Identify trends in customer inquiries and escalate recurring issues appropriately • Deliver a high-quality customer experience aligned with company standards

• Respond to inbound customer inquiries via phone, email, and/or chat in a timely and professional manner • Troubleshoot and resolve customer issues with accuracy and empathy • Maintain detailed and accurate records of all interactions in company systems • Collaborate with internal teams to ensure quick and effective resolution of customer concerns • Educate customers on services, billing, and processes • Identify trends in customer inquiries and escalate recurring issues appropriately • Deliver a high-quality customer experience aligned with company standards

• Handle outpatient cases (initial and re-consultation arrangements, etc.) alone and lead conversations while proceeding. • Handle hospitalization arrangements for patients, anticipating and avoiding possible problems before they occur. • Handle patient transportation (return) arrangements alone, while accurately understanding the situation and obtaining necessary information. • Handle Motor cases (arranging ambulance, providing location information in case of theft, etc.) and proceed according to the flow. • Review invoices we received to make sure all necessity information were obtained. • Adjudicate the contents, reports medical information to our clients in order to determine coverage. • Inform insureds the amount of invoices, if necessary, in order to request claim form to submit on time. • Review reimbursement claims documents to match with providers claims contents, report all information to our clients reimbursement request amount is legitimate. If its not legitimate, get authorization from our clients for rejection, and send out denial letter to insureds.