Process Manager - Voice

Job Summary

Develop and support integration solutions. This includes working through the full development life cycle including analysis, specification, design, development, testing, implementation, and support for complex vendor integration. Must be able to learn technologies and business issues/resolutions quickly, make technical and business recommendations that fit customer needs, and work to deliver and support the appropriate solutions in a timely, professional manner.

Key Responsibilities

• Develop technical design documents for complex, bi-directional, and reverse interfaces. Develop templates to be used for additional integration.
• Certify new vendors/products/functionality to ensure they meet Quest requirements as well as all applicable regulatory requirements.
• Use the technical design documents to design and interface / integration solutions using the appropriate proprietary tools and Integration Engine technologies.
• Implement and document beta client interface projects, secondary development efforts, and test plans.
• Provide Tier 3 Service Manager Ticket Support of production interfaces/integrations for complex production issues.
• Develop, implement, and test high complexity production enhancements for existing HUB vendors and/or customers
• Provide high level support to resolve and monitor integration engine reports to identify problematic customer issues to facilitate resolution
• Participate in innovation activities and support emerging technologies including FHIR, HL7 LRI guides, Genomic Reporting, etc.
• Support the setup of HUB and Cloverleaf interfaces being developed
• Comply with Quest Diagnostics’ mission, values and standards

Skill Requirements

Education Preferred:

• Degree (BS/BA) or comparable experience.

Work Experience:

• 3-4 years of experience in a laboratory customer connectivity role.

Other:

• Strong commitment to customer service through teamwork
• Demonstrate solid grasp of key technical and process concepts related to all types of client connectivity issues
• A combination of Information Technology, Customer Service and Project Management skills, or equivalent training
• Excellent trouble shooting skills
• Proficient with interface support, general connectivity support and problem resolution procedures.
• Excellent verbal and written communication skills to interact with internal business partners and external clients
• Ability to learn emerging technologies and eagerness to continuously increase and improve skill set
• 2-5years experience in Health Care industry and/or clinical information systems support
• Proficient with multiple LIS platforms that are currently deployed at Quest Diagnostics,
• Solid understanding of support tools, processes, and environment, including call tracking software (i.e. Service Manager) Quanum, Interfaces, and HL7

Other Requirements