JOB DESCRIPTION
Client Operations Manager - Chantilly, VA, Monday to Friday, 8:00 AM to 4:30 PM
Pay range: $93,200+ per year
Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.
Benefits information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
- Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
- Best-in-class well-being programs
- Annual, no-cost health assessment program Blueprint for Wellness®
- healthyMINDS mental health program
- Vacation and Health/Flex Time
- 6 Holidays plus 1 "MyDay" off
- FinFit financial coaching and services
- 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
- Employee stock purchase plan
- Life and disability insurance, plus buy-up option
- Flexible Spending Accounts
- Annual incentive plans
- Matching gifts program
- Education assistance through MyQuest for Education
- Career advancement opportunities
- and so much more!
Manage and direct all aspects of the customer service call center operations for assigned sites.
JOB RESPONSIBILITIES
- Responsible for the supervision, coaching, monitoring, training and performance management of assigned staff.
- Implement and review relevant processes, policies, and standard operating procedures.
- Responsible for service issue resolution, reduction in service defects, problem tracking/reporting for sales representatives and others.
- Facilitates cross-functional initiatives to reduce defects and improve processes.
- Partners with other internal departments (Sales, Billing, IT and all laboratory operations) to establish relationships and problem-solving processes that are seamless to the external customer.
- Ensure efficient and effective daily client communications of samples being held for TIQs as well as ensuring timely client communication of Priority values, STATs and TNPs per SOP.
- Consolidate reports of daily, weekly and monthly trends. Report all relevant statistics to senior management.
- Follow-up with laboratories regarding challenges with test status or results.
- Identify and follow-up on IT related issues and make recommendations for service enhancements by submitting LIS RFS documentation.
- Identify and follow-up with IT regarding telecom problems including service enhancements.
- Oversees on-boarding of new clients to ensure smooth transition and favorable assimilation into Quest.
- Develop strategies for addressing chronic service failures to facilitate permanent resolution.
- Ensures compliance with the established quality standards and actively participates in monitoring corrective action and its effectiveness.
- Oversees analysis of account problems and expedites their resolution; establishes practices to support field representatives with managing their account activity, problem resolution, and monitoring of key accounts.
- Oversee execution of customer satisfaction survey process, client communications, and monitoring of key or “at risk” accounts and management reporting.
- Ensure department compliance with all company policies and government regulations.
- Analyze business needs to forecast budgetary requirements and prepare budget report as required. Monitor department expenses and keep spending in line with budget.
- Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.
JOB QUALIFICATIONS
Required Work Experience:
Minimum of five (5) years of professional experience in a leadership role in a customer service environment AND
Preferred Work Experience:
Minimum of five (5) years previous clinical laboratory experience preferred.
Physical and Mental Requirements:
- Sitting for long periods of time.
- Repeating motions that may include the wrists, hands and/or fingers. (Typing)
Knowledge:
- Proper telephone etiquette to handle customer inquiries.
- Basic knowledge of operating office equipment.
- Broad understanding of the laboratory business and its service requirements
- Thorough knowledge of the laboratory’s operations.
- Comprehensive knowledge of medical and laboratory terminology.
- Understand the importance of Quality Service and how it is measured.
Skills:
- Excellent leadership, interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
- Ability to foster a positive and productive work environment by building, leading and motivating the team.
- Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
- Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems.
- Strong organizational skills.
- Ability to analyze and solve problems.
- Ability to maintain professional and tactful manner in stressful situations.
- Exhibit comfortable interaction with technical staff and other departments.
- Ability to deal with client information in a confidential manner
Education
- Bachelor’s Degree Bachelor’s Degree in a Life Science, Business, Customer Relations or related field. In lieu of degree, years of equivalent, relevant experience will be considered. (Required)
Licenses and Certifications
- Six Sigma Certified Green Belt (Preferred)
