2 дня назад
Lab Visit Support Lead (Healthcare)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Lab Visit Support Lead (Healthcare): Leading daily operations and performance for a Lab Visit Support team assisting members during Quest and mobile phlebotomy appointments with an accent on staffing, coaching, escalations, and member experience. Focus on making real-time workflow decisions, resolving complex lab-visit issues, and maintaining quality across Monday–Sunday operations.
Location: US - Remote. The role follows either 6:00 a.m.–3:00 p.m. ET or 11:00 a.m.–8:00 p.m. ET, with periodic weekend and holiday on-call coverage.
Company
is building an AI-powered health platform that combines lab testing, imaging, longitudinal health data, and clinical guidance.
What you will do
- Lead daily execution for a Lab Visit Support POD of approximately 10 Member Support Agents.
- Manage, coach, develop, and hold Member Support Agents and Senior Member Support Agents accountable for performance.
- Adjust staffing, schedules, workload allocation, overtime, and time-off coverage based on real-time member demand.
- Handle complex and high-priority escalations involving lab orders, appointments, Quest navigation, cancellations, preparation questions, and system outages.
- Monitor productivity, quality, adherence, and other operational indicators while addressing critical errors and recurring coaching themes.
- Identify workflow inefficiencies and documentation gaps, support onboarding and training, and provide frontline insights to the LVS Manager and cross-functional partners.
Requirements
- Proven experience managing, coaching, and developing frontline teams through performance management and accountability.
- Strong real-time operational judgment in high-volume environments, including prioritization, staffing, workflow decisions, and problem-solving.
- Strong coaching, communication, interpersonal, attention-to-detail, and operational-awareness skills.
- Ability to consistently represent the company’s brand voice and maintain high standards for member experience.
- Ability to work Monday–Friday, including Mondays as a critical coverage day.
- Ability to work a scheduled shift beginning at either 6:00 a.m. ET or 11:00 a.m. ET, plus periodic weekend and holiday on-call coverage.
Culture & Benefits
- Flexible working hours within the required operational coverage schedule.
- Competitive salary and benefits package.
- Collaborative, dynamic, and inclusive work environment.
- Values centered on member-first service, accountability, speed, integrity, clinical precision, and continuous improvement.
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