Lab Operations Lead

Due to our continued success, we are creating a new opportunity within our Clinical Care team for a Lab Operations Lead. Reporting to the Nurse Manager, the Lab Operations Lead will oversee the lab query process and team to ensure that all test results are available to customers in a timely manner.

Job Summary:
The role of the Lab Operations Lead is to liaise with both LGC labs and our lab partners to resolve issues, identify and report on trends and recommend solutions that will expedite the release of results. The Lab Operations Lead oversees the Lab Query team in the US and Dublin who are responsible for processing fixes and changes and communicating with customers to ensure that information is accurate and customer satisfaction goals are met.

The LGC service delivery team is currently working remotely so an understanding of the nuances of managing a virtual staff is required. The Lab Operations Lead position is a US based position and communication in various time zones is required.

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.

What we are looking for...

• Bachelor’s degree or equivalent, relevant work experience
• Experience in a fast paced, high growth, customer centric environment
• Healthcare experience a plus
• Supervisory experience preferred
• Proven ability to foster a customer centric culture that meets service requirements and quality metrics
• Working understanding of contact center technologies including Sales Force, Amazon Connect and Google tools preferred
• 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

LGC focuses on creating an inclusive organization and welcomes people who have different knowledge, perspectives, experience and working styles from across the global population