Lab Operations Lead

Summary

Join LetsGetChecked, a global healthcare solutions company, as a Lab Operations Lead and contribute to their mission of empowering individuals to manage their health proactively. You will oversee the lab query process and team, ensuring timely test results for customers. This role involves resolving issues, identifying trends, and recommending solutions to expedite result release. You will manage a virtual team, collaborate with labs and partners, and implement projects to improve processes. The ideal candidate possesses a Bachelor's degree or equivalent experience, has experience in a fast-paced, customer-centric environment, and demonstrates strong analytical and problem-solving skills.

Requirements

• Bachelor’s degree or equivalent, relevant work experience
• Experience in a fast paced, high growth, customer centric environment
• Proven ability to foster a customer centric culture that meets service requirements and quality metrics
• Excellent analytical and problem solving skills required, proficiency using data to formulate solutions and recommendations
• Excellent customer service skills and willingness to engage with customers to resolve issues
• Willingness to take on additional responsibilities as business needs dictate

Responsibilities

• Develop plan to follow up on discrepancies, omissions and exceptions in lab results, ensure processing is streamlined and effective
• Ensure issues are resolved in a timely manner and customers are satisfied with our efforts, meet service standards
• Identify trends and develop solutions to get to the source of the problems
• Track and report different issues and outcomes as they relate to the team objectives and KPIs
• Collaborate with LGC lab and lab partners to improve the process through product updates, technology, and/or workflow changes
• Lead implementation projects that impact the Lab Query team and related processes
• Develop team and individual score cards to track and report quality criteria and efficiency metrics
• Collaborate with the Training team to ensure that our resources and training programs accurately reflect the correct guidelines to support the goal of reducing the lab query queues and providing excellent customer service
• Foster an accountable and collaborative culture within the Lab Query team
• Manage the team in accordance with our quarterly performance management process including developing and measuring OKRs on time
• Collaborate with Workforce Management team to ensure adequate staffing and adherence to schedules
• Assume other responsibilities as business needs dictate

Preferred Qualifications

• Healthcare experience a plus
• Supervisory experience preferred
• Working understanding of contact center technologies including Sales Force, Amazon Connect and Google tools preferred

Benefits

• Health insurance and an Employee Assistance Programme
• 401k
• Annual Compensation Reviews
• 15 days paid time off and 3 paid volunteer days per year
• Free monthly LetsGetChecked tests as we are not only focused on the well being of our patients but also the well being of our teams
• A referral bonus programme to reward you for helping us hire the best talent
• Internal Opportunities and Careers Clinics to help you progress your career within the company
• Maternity, Paternity, Parental and Wedding leave