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Unified Women's Healthcare · 22 hours ago

Lab Client Service Supervisor

Florida, United States

Full-time

Onsite

Mid Level

Unified Women's Healthcare is a nationwide community dedicated to improving women's health through comprehensive services. The Laboratory Client Services Supervisor is responsible for leading the Client Services team, ensuring high-quality support for care centers, and contributing to the success of laboratory operations through effective communication and process improvement.

Health CareHospitalMedical

Responsibilities

Supervise Client Service staff activities and performance; provide regular feedback based on service level KPIs

Oversee and assess staff competency, providing ongoing training and education in all areas of Client Services and company policies

Provide coaching and development opportunities to enhance team performance and engagement

Assist Client Service staff with duties where required

Handle inbound client calls, triage inquiries, and resolve issues regarding report status, service failures, or patient specimen reporting in line with laboratory protocols

Ensure timely outbound communication to gather missing information from clients

Provide information on laboratory test collection requirements

Oversee the 'Test in Question' process, including client outreach for coding and resolution support

Maintain documentation of client interactions, results reporting, and QA metrics with appropriate recordkeeping

Provide reception desk coverage as needed

Lead and coordinate the onboarding process for new care centers, ensuring cross-departmental collaboration and appropriate volume planning

Develop and execute communication plans for new laboratory openings and initiatives

Create and manage webinars or educational series to support onboarding and client education

Develop and implement Client Service policies and procedures; educate staff and clients on updates

Collaborate with Lab Development, Integrations, and other departments to improve workflows and client satisfaction

Investigate, triage, and escalate service-related concerns as appropriate

Resolve patient reporting issues in collaboration with reference lab partners and internal LIS teams

Track, analyze, and present account management and quality metrics monthly for care centers and providers

Create and distribute EMR reports (AthenaNet, NextGen, eClinicalWorks) and our Lab Information System (VitalDx) to support quality assurance and performance tracking

Maintain and report on documentation related to department activities, volumes, and quality metrics

Support laboratory leadership and Pathologists with administrative tasks, including data entry, billing, and client communication

Ensure team compliance with all company policies, procedures, and applicable regulations

Other duties as assigned

Qualification

Medical/lab experienceSpecimen handling knowledgeLaboratory workflow knowledgeLeadership skillsCommunication skillsCreative brainstormingInterpersonal skillsOrganizational skills

Required

High school diploma or equivalent; Associate's or Bachelor's degree preferred

Ability to travel for meetings, care center onboardings and lab development initiatives as needed (less than 5% travel, but multi-day)

Knowledge of specimen handling and collection requirements, general laboratory workflow and basic medical terminology

The ability to organize and manage multiple priorities/projects

Must have excellent interpersonal and communication and presentation skills

Preferred

Medical/lab experience is preferred as well as coursework in the sciences

Ability to brainstorm in a creative way - broad-minded, fast-thinker with a creative, marketing-led brain and an intuitive appreciation of the consumer journey

Leadership mindset with the ability to foster long term internal and external relationships at all levels