Optimization Specialist

Position Summary

The Optimization Specialist supports the Customer Support (CS) leadership team to ensure that the Account Liaison (AL) team’s workflows, processes and trainings are coordinated and aligned to optimally support the department/company’s objectives. The Optimization Specialist plays a key role in the development and implementation of new CS projects and initiatives to streamline team workflows, improve quality, and maximize department/cross functional efficiencies. In addition to overseeing the creation and updating of Standard Operating Procedures (SOPs) and job aides, the Optimization Specialist supports ongoing training of CS staff, new CS employees, and cross functional partners such as the commercial field sales team. The Optimization Specialist is closely aligned with CS leadership, Quality, Lab Operations, Billing and Compliance to ensure that workflows are consistently aligned across multiple cross-functional teams.

Job Responsibilities

• Collaborate with CS leadership to enhance team workflows and address process gaps

• Implement corrective actions and improvements swiftly to optimize operations

• Develop/update SOPs, job aids, and training materials, with focus on quality improvement

• Execute process changes in alignment with Caris Quality’s DOT and Change Control procedures

• Design and deliver employee competency training and updates

• Communicate updates and changes effectively across the Account Liaison team

• Provide training sessions for field sales teams on process updates

• Document all CS training requirements, including agendas and checklists

• Facilitate cross-departmental communications to ensure consistency in SOPs and workflows

• Train new CS Account Liaisons and provide ongoing support for their development

• Reinforce the importance of accurate documentation for regulatory compliance

• Conduct quality assessments during on-the-job training and troubleshoot issues

• Follow up with new employees post-training to ensure adherence to expectations

• Maintain professional relationships and demonstrate strong attention to detail

• Regularly review SOPs and job aids for updates and recommendations to leadership

• Support other duties and special projects to enhance Caris growth and client satisfaction

Required Qualifications

• High school diploma or equivalent

• At least 1-year previous training experience, preferably in a call center or customer support environment

• Understands HIPAA and importance of patient data privacy

• Proficiency in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.

Preferred Qualifications

• 4-year degree from an accredited college or university

• 1-3 years experience working within a customer support environment

• Proficiency in Visio and learning management tools

Physical Demands

• Must possess ability to sit, stand, and/or work at a computer for long periods of time

• Must be able to present to audiences for extended periods of time (1 hour or more)

• Able to use copiers, fax machines, and PDF scanners

• Ability to perform repetitive motion

• Ability to lift up to 30 pounds

Training

• All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Other

• This position requires the flexing of one’s schedule to accommodate the trainees’ shifts

• This position requires new hire training and some continuing educational training to be conducted in-person in an office setting

• This position requires periodic travel and some evenings, weekends and/or holidays.

• Job may require after-hours response to emergency issues.

Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions) and reference verification.

This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.