Job description
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 communication
- Responsible for coaching and developing reports on customer service processes and best practices.
- Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
- Drive a culture of accountability, continuous improvement, and personal excellence
- Directs workforce management activities and sets performance goals and objectives accordingly
- Develop and maintain strategy on ensuring customer satisfaction on all service interaction
- Provide team motivation and development to maximize a best in class patient experience
- Responsible for the overall performance and productivity of direct reports
- Responsible for weekly payroll review and submission to ensure correct entries
- Responsible for driving the growth of revenue and profit originating from a call center
- Proven ability to meet performance, efficiency, and quality assurance targets
- Monitoring of individual and team results to identify and act on both positive and negative performance
- Communicate key messages effectively to ensure that direct reports are informed of process changes
- Provide regular feedback to direct reports regarding performance wins and areas of opportunity
- Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
- Develop and audit quality assurance strategies to ensure the delivery of world-class service
- Determining work procedures, preparing work schedules, and expediting workflow
- Responsible for hiring, coaching and terminating call center employees
- Be a subject matter expert on your client’s business
- Experience managing remote employees
- Social media experience
- NPS detractors calls
- Handling escalated patients
- Oversee 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 older
- High school diploma or equivalent
- Experience with data-entry utilizing a computer
- Have a wired, high-speed internet connection (Download speed of 20Mbps+)
- Excellent organizational, written, and oral communication skills
- The 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 applications
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem solving and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
Preferred Qualifications:
- Work Force Management experience
- Medical or patient experience
- Start up experience
We have great benefits to make your life easier so you can focus on what you’re best at:
- Competitive salary 80K-85K
- Valuable stock option plan
- Medical, dental and vision insurance options
- Paid time off
- A company with a huge vision, a dynamic work environment, and a team of talented, ambitious and fun to work-with colleagues!
$80,000 - $85,000 a year
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.
