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!

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.

Apply now

See more open positions at Getlabs

Privacy policy Cookie policy