Getlabs is the leading platform for at-home diagnostics.
Healthcare organizations use Getlabs to send mobile phlebotomists to patients’ homes and collect labs, vitals, and advanced diagnostics. By leveraging Getlabs, partners can improve patient adherence and close gaps in care with same-day, nationwide availability.
Our team has raised $50M from strategic investors including the two largest diagnostic laboratories in the United States, Labcorp and Quest. Getlabs’ mission is to save lives by expanding access to diagnostics for everyone.
About the Role:
Getlabs is looking for a highly skilled call center customer service manager who can motivate the team to achieve department goals and champion their team to deliver specific, high quality results for our patients. We need someone who prides themselves on a best in class experience and will not settle for anything less. This leadership position is responsible for daily operations and opportunities to improve the patient experience, efficiencies, service levels, deliver specific quality objectives and support the call center in all facets. Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.
What you will do: Lead a team of 20+ call center agents who are responsible for omni-channel patient communicationResponsible for coaching and developing reports on customer service processes and best practices.Manage metrics, performance criteria, policies and procedures to improve call center productivity continuouslyDrive a culture of accountability, continuous improvement, and personal excellenceDirects workforce management activities and sets performance goals and objectives accordinglyDevelop and maintain strategy on ensuring customer satisfaction on all service interactionProvide team motivation and development to maximize a best in class patient experienceResponsible for the overall performance and productivity of direct reportsResponsible for weekly payroll review and submission to ensure correct entriesResponsible for driving the growth of revenue and profit originating from a call centerProven ability to meet performance, efficiency, and quality assurance targetsMonitoring of individual and team results to identify and act on both positive and negative performanceCommunicate key messages effectively to ensure that direct reports are informed of process changesProvide regular feedback to direct reports regarding performance wins and areas of opportunityWork with other departments in the organization, such as quality assurance, training, IT, and recruitingDevelop and audit quality assurance strategies to ensure the delivery of world-class serviceDetermining work procedures, preparing work schedules, and expediting workflowResponsible for hiring, coaching and terminating call center employeesBe a subject matter expert on your client's businessExperience managing remote employeesSocial media experienceNPS detractors callsHandling escalated patientsOversee and resolve external partnership escalations, fostering regular alignment meetings with partners to address issues, reduce recurring challenges, and drive improved partner satisfaction What we are looking for: Must be 18 years of age or olderHigh school diploma or equivalentExperience with data-entry utilizing a computerHave a wired, high-speed internet connection (Download speed of 20Mbps+)Excellent organizational, written, and oral communication skillsThe ability to type swiftly and accurately (20+ words a minute)Ability to work regularly scheduled shifts within our hours of operation including the training period.Basic knowledge of G Suite and the ability to learn new and complex computer system applicationsHighly reliable with the ability to maintain regular attendance and punctualityThe ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem solving and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred Qualifications:
Work Force Management experienceMedical or patient experienceStart up experience We have great benefits to make your life easier so you can focus on what you're best at: Competitive salary 80K-85KValuable stock option planMedical, dental and vision insurance optionsPaid time offA company with a huge vision, a dynamic work environment, and a team of talented, ambitious and fun to work-with colleagues! Additional Information Getlabs is an equal opportunity employer. We value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or other protected classes.
