Supervisor, Laboratory Support Services

Job Locations

US-WI-Madison

Summary of Major Responsibilities

The Supervisor, Laboratory Support Services is responsible for leading the order entry and information management teams which provide support to the other functional groups making up the Customer Care Center.  In this leadership role, the Supervisor will follow all Laboratory, Information Management and Customer Care Center procedures and policies. They will maintain accurate data reporting and be responsible for metrics and productivity measures as well as any other key performance indicators. They ensure support is provided when escalations arise that create barriers for Exact Sciences Labs to provide consistent and diligent execution of specimen processing, testing and timely generation of patient results. They will manage the day-to-day Laboratory Order activities. They support the mission and vision of Exact Sciences Labs and strive to provide World Class Service while executing the objectives to support the accomplishment of company goals.

Essential Duties and Responsibilities

Performs data entry and editing utilizing the Exact Sciences Order Platform Database.
• Takes an active role in the interviewing and hiring process for all members of the department.


• Assigns and organizes work priorities by effectively directing workflow and managing available resources.


• Responsible for the work quantity and quality of the Laboratory Order and Laboratory Information Management Teams to meet or exceed established quality metrics.


• Organize and assign work priorities by effectively directing workflow and managing available team resources.


• Responsible for the timely entry and editing of all patient test orders and physician enrollments at Exact Sciences Laboratories to meet or exceed established quality metrics.


• Responsible for the timely investigation, documentation, and resolution of test order issue(s) or physician enrollment issue(s) to facilitate timely and accurate order entry and kit processing for patients.


• Leads/takes an active role in projects and initiatives including but not limited to quality improvement, process improvement, safety audits, document development, review and implementation, and inspections and audits.


• Identify and document system issues and work cross functionally to achieve problem resolution and future system updates.


• Interact with departmental and other staff on matters affecting data and data integrity as needed and makes recommendations for improvements to job processes.


• Provide support during inspections and audits.


• Identify additional training needs and resource requirements, as needed.


• Work with a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with internal clients and key stakeholders as well as peers at all levels of the organization.


• Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.


• Apply knowledge of laboratory operations including implementation, training, performance monitoring, and customer service principles and practices.


• Supervise staff including but not limited to organize and prioritize work, write/conduct performance reviews, train/develop, and manage work performance.


• Assists in the identification of and crafts response to employee performance issues including but not limited excessive order entry errors, productivity issues and or trends and as needed, in accordance with Exact Sciences Laboratories policy, prepares and conducts employee counseling or corrective action.


• Communicate goals clearly to employees to ensure understanding and success in achieving them.


• Motivate and inspire employees to do their best work through coaching, influence, and collaboration.


• Maintain morale and support employee engagement initiatives.


• Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner and with attention to detail and focus on quality output.


• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization.


• Strong organizational skills.


• Ability to effectively prioritize and delegate tasks.


• Excellent written and verbal communication and ability to work as part of a team.


• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.


• Support and comply with the company’s Quality Management System policies and procedures.


• Regular and reliable attendance.


• Ability to work designated schedule.


• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 80% of a typical working day.



• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher.  Exact Sciences will make a reasonable accommodation available if necessary to assist an employee with a disability to satisfy this requirement.



• Other duties as assigned.

Qualifications

Minimum Qualifications

• Bachelor’s degree in Sciences, Business or related field; or high school degree/general education diploma and 4 years of relevant experience in lieu of Bachelor's degree.


• 2+ years of experience in a customer service and/or laboratory industry applying practices and regulations including but not limited to HIPAA, CLIA, CAP, other state and regulatory agencies as applicable and quality assurance practices.


• 1+ years of experience effectively managing/leading and motivating staff members at all levels and working effectively through influence and collaboration.


• Demonstrated experience working in a customer service environment specialized in providing an exceptional customer experience and data entry.


• Authorization to work in the United States without sponsorship.


• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• Experience with Microsoft® Dynamics CRM and laboratory information and data entry systems.


• Experience with Epic EHR.

#

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.