Process Manager - Voice
United States
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Job Description
Process Manager - Voice
Frisco, Texas

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

  1. Develop technical design documents for complex, bi-directional, and reverse interfaces. Develop templates to be used for additional integration.
  2. Certify new vendors/products/functionality to ensure they meet Quest requirements as well as all applicable regulatory requirements.
  3. Use the technical design documents to design and interface / integration solutions using the appropriate proprietary tools and Integration Engine technologies.
  4. Implement and document beta client interface projects, secondary development efforts, and test plans.
  5. Provide Tier 3 Service Manager Ticket Support of production interfaces/integrations for complex production issues.
  6. Develop, implement, and test high complexity production enhancements for existing HUB vendors and/or customers
  7. Provide high level support to resolve and  monitor integration engine reports to identify problematic customer issues to facilitate resolution
  8. Participate in innovation activities and support emerging technologies including FHIR, HL7 LRI guides, Genomic Reporting, etc.
  9. Support the setup of HUB and Cloverleaf interfaces being developed
  10. 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
Maximum Salary (US):  75000
Minimum Salary (US):  70000
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.