LetsGetChecked is a global healthcare solutions company that provides the tools to manage health from home through health testing, virtual care, genetic sequencing, and medication delivery for a wide range of health and wellness conditions. LetsGetChecked's end-to-end model includes manufacturing, logistics, lab analysis, physician support, and prescription fulfillment. Founded in 2015 and co-headquartered in Dublin and Atlanta, LetsGetChecked empowers people to take control of their health and live longer, happier lives.
Due to our continued success, we are creating a new opportunity within our Clinical Care team for a Lab Operations Lead. Reporting to the Nurse Manager, the Lab Operations Lead will oversee the lab query process and team to ensure that all test results are available to customers in a timely manner.
The role of the Lab Operations Lead is to liaise with both LGC labs and our lab partners to resolve issues, identify and report on trends and recommend solutions that will expedite the release of results. The Lab Operations Lead oversees the Lab Query team in the US and Dublin who are responsible for processing fixes and changes and communicating with customers to ensure that information is accurate and customer satisfaction goals are met.
The LGC service delivery team is currently working remotely so an understanding of the nuances of managing a virtual staff is required. The Lab Operations Lead position is a US based position and communication in various time zones is required.
Responsibilities:
- Develop plan to follow up on discrepancies, omissions and exceptions in lab results, ensure processing is streamlined and effective
- Ensure issues are resolved in a timely manner and customers are satisfied with our efforts, meet service standards
- Identify trends and develop solutions to get to the source of the problems
- Track and report different issues and outcomes as they relate to the team objectives and KPIs
- Collaborate with LGC lab and lab partners to improve the process through product updates, technology, and/or workflow changes
- Lead implementation projects that impact the Lab Query team and related processes
- Develop team and individual score cards to track and report quality criteria and efficiency metrics
- Collaborate with the Training team to ensure that our resources and training programs accurately reflect the correct guidelines to support the goal of reducing the lab query queues and providing excellent customer service
- Foster an accountable and collaborative culture within the Lab Query team
- Manage the team in accordance with our quarterly performance management process including developing and measuring OKRs on time
- Collaborate with Workforce Management team to ensure adequate staffing and adherence to schedules
- Assume other responsibilities as business needs dictate.
What we are looking for...
- Bachelor’s degree or equivalent, relevant work experience
- Experience in a fast paced, high growth, customer centric environment
- Healthcare experience a plus
- Supervisory experience preferred
- Proven ability to foster a customer centric culture that meets service requirements and quality metrics
- Working understanding of contact center technologies including Sales Force, Amazon Connect and Google tools preferred
- Excellent analytical and problem solving skills required, proficiency using data to formulate solutions and recommendations
- Excellent customer service skills and willingness to engage with customers to resolve issues
- Willingness to take on additional responsibilities as business needs dictate
Benefits:
Alongside base salary of $70,000 - $74,000, we offer a range of benefits including:
- Health insurance and an Employee Assistance Programme
- 401k
- Annual Compensation Reviews
- 15 days paid time off and 3 paid volunteer days per year
- Free monthly LetsGetChecked tests as we are not only focused on the well being of our patients but also the well being of our teams
- A referral bonus programme to reward you for helping us hire the best talent
- Internal Opportunities and Careers Clinics to help you progress your career within the company.
- Maternity, Paternity, Parental and Wedding leave.
Why LetsGetChecked
At LetsGetChecked, we are revolutionizing healthcare by making it more accessible, convenient, and personalized. Our mission is to empower individuals with the knowledge and tools they need to manage their health proactively, so they can live longer, happier lives.
By joining our team, you will be part of a dynamic and innovative company that is dedicated to improving lives through cutting-edge technology and compassionate care. We value our employees and invest in their growth, offering opportunities for professional development and career advancement. Together, we can make a meaningful impact on the future of healthcare and help people take control of their health journey. Join us in our commitment to transforming healthcare for the better.
Our Commitment to Diversity, Equity, and Inclusion
At LetsGetChecked, we are committed to fostering an inclusive environment that celebrates diversity in all its forms. We believe that the diversity of thought, background, and experience strengthens our teams and drives innovation. We are an equal-opportunity employer and do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status. Our goal is to ensure that everyone feels valued and empowered to thrive.
To learn more about LetsGetChecked and our mission to help people live longer, healthier lives please visit https://www.letsgetchecked.com/careers/
What We Do
LetsGetChecked is a virtual care company that allows customers to manage their health from home, providing direct access to telehealth services, pharmacy, and laboratory tests with at-home sample collection kits for a wide range of health conditions including Sexual Health, Cholesterol, Diabetes, Thyroid, Coronavirus (COVID-19), and more. Founded in 2015, the company empowers people with the care they need to live longer, happier lives. Today, LetsGetChecked is a leader in healthcare innovation with an end-to-end model including manufacturing, logistics, lab analysis, affiliated physician support, and prescription fulfillment, which provides a seamless user experience and a convenient, reliable and secure healthcare experience.
