WHY US?
Genesis Reference Laboratories (GRL) was founded in 2015 in Orlando, FL. Since then, it has changed management to involve the dynamic team that runs it now. In the beginning, there were only two lab staff and one accessioner, and the majority of testing consisted of only toxicology.
Over our short history, the leadership built a collaborative and dominating team that turned into the dynamic company you see today. This exceptional growth predominantly happened during the COVID-19 pandemic, and today we offer a comprehensive testing menu. This push helped us become the leading example of excellence in our industry. Our team is built to bring accurate and quick test results to ensure that every patient gets the best-individualized treatment.
We are a very successful organization with over 100+ employees nationwide and we offer over 30+ tests in Molecular and Toxicology and the good news is that we are still growing and expanding nationwide.
The mission of Genesis Reference Laboratories is to combine accuracy with integrity to supply healthcare professionals with clinically actionable data, in order to improve patient outcomes and our vision is to be the leader in diagnostic testing by redefining excellence through accuracy, compassion, and high-quality innovative solutions.
THE ROLE
GRL is seeking a dynamic and customer focused driven leader to provide outstanding support and resources to our team. Collaborating with various departments, the Regional Collections and Customer Experience Manager will be responsible for coordinating collection services, providing specimen resolution, assisting customers directly, and handling supply and fulfillment needs. This position requires a positive, dependable individual dedicated to the development and success of current and future state projects with the focus of exceeding customer expectations.
This person will be on-site at our GRL Colorado Location in Centennial, Colorado but also visiting our clients and employees around the region.
JOB DUTIES AND RESPONSIBILITIES
Operational Support:
Constant Communication with Management Team at GRL Orlando and Director of Lab Ops in CO in order to maintain transparency and accurate onsite reporting.
Independently solving specimen, client, and employee issues based on reason and with integrity.
Manage the flow of materials existing and entering Genesis (lab and fulfillment materials for LCSs) including all the activities related to receiving and accurately maintaining daily, weekly, and monthly inventory levels while maintaining proper inventory rotation and storage.
Work directly with the local sales team to address client needs and communicate any necessary information to GRL Orlando.
Work directly with the HR Department to address employee relations, recruitment openings, onboarding, training.
Manage, plan, coordinate, and direct the administrative functions of an organization by also overseeing the recruiting, interviewing, and hiring of new staff; consult with top executives on strategic planning; and serving as a link between an organization’s management and its employees.
Facilitating and maintaining QA operations in concert with the Director of Lab Operations such as:
1) Logs (Safety, Temps, Maintenance
2) Competency Tracking
3) Binder Creation – SOP/Personnel
4) Report Issues to Orlando’s QA team
5) SOP – ensure SOP matches practice
6) PT is tracked and completed
7) Licenses are updated and posted
Laboratory Care Specialist Lead
Responsible for training of new collectors in the field.
Responsible for managing all collectors making sure they are up to date with all required training and changes with the organization.
Supervise and participate in the hiring process of LCS’s within the region.
Perform collection and/or courier service and fill in for the LCS team when needed.
Working with collectors to maintain appropriate quantities of supplies per location.
Managing the team schedule to fulfill client need and priority, to include coverage for PTO and unexpected absences.
Resolve performance issues with LCS’s and adhere to disciplinary procedures.
Educating clients and collectors on updated SOPs.
Perform LCS competency evaluations and compliance visits quarterly.
Customer Experience Support
Maintaining and Executing the highest level of customer service to both internal and external customers in person and via Email, Text, Phone and/or Chat.
Provide MST & PST CET coverage utilizing Zendesk for a minimum of 2 hours a day
Ensuring the completion of Specimen Resolutions and Claims in Pending for all associated accounts.
Address compliance issues immediately and report to management.
Owning specific workflows and always rethinking better ways to do things in addition to communicating new directives or changes.
Able to expertly onboard new accounts and retrain existing customers.
Successfully complete basic clinical training and pass all required training and/or certifications.
Operate and Troubleshoot Genuin (Customer Portal) and other EMR and LIMS systems.
Resolve billing issues and answer questions regarding billing practices.
Drive department productivity, production and performance in adherence of the Quarterly benchmarks.
Be the “eyes” and “ears” of Customer Service leadership to ensure department standards and professional behavior are followed.
Attend departmental meetings and contribute to a collaborative, solution based environment.
Maintain detailed knowledge of workflow, service levels, policies and SOP’s for CET
Ensure HIPAA, Confidentiality and Compliance policy, procedures, and standards are always adhered to.
MINIMUM QUALIFICATIONS
High School diploma or equivalent.
WPM 40+
Minimum of two (2) years with Microsoft Office 365 applications (MS Excel) experience required.
Minimum of three (3) years of supervisory experience required.
Minimum of five (5) years of experience in customer service required.
REQUIRED QUALIFICATIONS
Must have reliable transportation and a valid driver’s license.
Prior experience with compliance and confidentiality standards.
Prior experience in customer service and supervisory/leadership role.
Prior experience working within a health care/health insurance environment.
PREFERRED QUALIFICATIONS
Bachelor’s degree or equivalent experience and/or certifications.
Professional telephone etiquette as well as strong writing and verbal communication skills.
Independent thinking, adaptable and able to work independently without direct supervision.
Strong relationship-building skills and a highly professional “client service orientation”.
Strong organization, time management, problem-solving and attention to detail.
Advanced computer skills, Microsoft Office/Google, Microsoft Office 365 applications (MS Excel).
Strong analytical, communication, leadership, and presentation skills.
Ability to work collaboratively in a fast-moving, team environment.
BENEFITS
Generous PTO and Sick Policy
Competitive Compensation
Flexible Hours and Schedule
Company Fun Events
Lunch & Learns
Professional Development
401k Matching
Holiday Pay
Inclusive Culture
Weekly pay on Fridays