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Customer Support Supervisor

GenomeDx Biosciences is a dynamic entrepreneurial molecular diagnostics company focused on cancer genomics. Whether in the cloud with big data, or on the phone with patients, our innovators are working hard to deliver usable genomic information into the hands of physicians and patients: information for life.

Our team is constantly learning from each other, from patients and from urologic oncology professionals in world-renowned cancer institutions. Our team works in multi-disciplinary, collaborative project teams that enable us to respond effectively to an evolving, growing, data-driven environment.

We are currently seeking for a dynamic Customer Support Supervisor who will work as part of a team for external and internal parties including health care professionals, cancer patients, and field-based sales representatives to join the team in San Diego. 

GDx Innovator Profile

The Customer Support Supervisor's primary responsibility is to provide support to all GenomeDx internal and external customers, including the Chief Commercialization Officer, VP of Sales, VP of Marketing, Sales Team, Operations Team and Medical Staff in the routine functions to ensure client satisfaction and appropriate records and materials management are consistently maintained.  This individual must work with staff to employ a team approach and oversee special projects assigned by manager. The individual is responsible for daily operations of the domestic and international customer support, patient support and sales support team.

If you think you have what it takes to be part of an elite group of entrepreneurial innovators we invite you to consider joining the GenomeDx team.

What you are great at doing:

  • Mapping workflows and developing SOPs to meet client satisfaction in all areas of responsibility
  • Developing strategic plans to meet commercial goals and objective  
  • Managing new account setups, CTR and Medical Necessity documents per our Medicare requirements
  • Developing a real-time report distribution process to assure patient reports are delivered per CLIA and CAP guidelines
  • Developing an international customer support program to meet client expectations
  • Delivering training and overseeing on-boarding for new hires
  • Holding regularly scheduled meetings for dissemination of all information to staff
  • Managing time and attendance of employees
  • Preparing schedules and maintaining adequate coverage
  • Investigating/resolving and responding to customer complaints
  • Participating in the interview, selection and hiring of new employees
  • Training, coaching, supervision and development of staff
  • Monitoring on-going performance of employees, providing corrective action and counseling as required
  • Identifying and evaluating statistical analysis to achieve proactive processes
  • Preparing month-end reports
  • Developing specific plans to meet laboratory and sales goals by developing new business, retaining existing business and identify and communicate client needs
  • Participating on process improvement teams or other initiatives to meet management objectives
  • Organizing and leading projects both within the work group and with cross-functional groups
  • Must be familiar with and abide by the Corporate Compliance Program and all corporate policies, including the Privacy and Security policies

What you need to be successful: 

  • Bachelor’s degree 
  • 3 years prior supervisory experience required 
  • 5+ years experience in laboratory or other health care environment 

What you will bring to the team:

  • Demonstrated leadership experience 
  • Customer service experience in a health care environment
  • Excellent verbal and written communication skills
  • Ability to empathize with, actively listen to, and deal sensitively and professionally with internal and external customers
  • Ability to learn and apply knowledge of testing, operations, sales strategies and customer support philosophies.
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