Mgr Patient Advocate

the Myriad Genetics Candidate site•Salt Lake City, UT

10d

About The Position

Responsible for day-to-day supervision of a team of Patient Advocate Supervisors. Achieve department objectives through effective communication of goals and driving accountability with CS and other cross-functional teams. Maintain and monitor compliance of direct reports with all departmental policies. Interact with patients, clinicians, insurers, and Myriad internal and field staff to ensure timely and accurate testing for patients. Responsible for analyzing, developing, and communicating process improvements as needed to support scalability within CS and externally. Participate in multi-department teams responsible for implementing new testing services or updating existing procedures. Work with the training manager(s) to ensure the development and implementation of an effective departmental training program. Hire, develop and train qualified employees. Manage, support, and grow an effective culture for the team and promote personal and team professional development. Perform annual performance reviews of direct reports and take appropriate promotion or corrective action related to staff performance. Prepare reports and presentations related to business responsibilities in a timely and accurate manner. Utilize data to appropriately allocate resources, drive operating efficiency, report to upper management, and continuously improve the experience for our customers. Resolve highest level customer experience escalations. Participate in the Quality Assurance plan. Complies with applicable CLIA and HIPAA regulations.

Requirements

A Bachelor’s degree or Master’s degree or equivalent experience will be considered in lieu of degree.
5 years of experience and knowledge in the healthcare industry, i.e., lab, clinic, hospital, long term care, diagnostic testing, molecular testing, medical device, or pharmaceutical customer support functions.
Minimum of 2 years of experience supervising in a commercial or customer experience role. Experience in the healthcare or life sciences industry preferred.
Dependable, detail-oriented, professional, strong communication skills.
Able to build teams and motivate employees while working under pressure.
Extensive knowledge of customer needs assessment and how to manage customer relationships effectively; experience delivering consistent service to internal and external stakeholders.
Advanced organizational skills with the ability to handle multiple assignments.
Proven ability to lead by example and foster mentoring relationships.
Strong people skills to include active listening, coaching, advising, facilitating and problem-solving are required. Ability to apply these skills at all levels and in diverse settings required.
Ability to create momentum within the organization and manage change effectively.
Travel as required.

Nice To Haves

Knowledge of Salesforce.com, or a similar CRM, and other business programs (Preferred).

Responsibilities

Responsible for day-to-day supervision of a team of Patient Advocate Supervisors.
Achieve department objectives through effective communication of goals and driving accountability with CS and other cross-functional teams.
Maintain and monitor compliance of direct reports with all departmental policies.
Interact with patients, clinicians, insurers, and Myriad internal and field staff to ensure timely and accurate testing for patients.
Responsible for analyzing, developing, and communicating process improvements as needed to support scalability within CS and externally.
Participate in multi-department teams responsible for implementing new testing services or updating existing procedures.
Work with the training manager(s) to ensure the development and implementation of an effective departmental training program.
Hire, develop and train qualified employees.
Manage, support, and grow an effective culture for the team and promote personal and team professional development.
Perform annual performance reviews of direct reports and take appropriate promotion or corrective action related to staff performance.
Prepare reports and presentations related to business responsibilities in a timely and accurate manner.
Utilize data to appropriately allocate resources, drive operating efficiency, report to upper management, and continuously improve the experience for our customers.
Resolve highest level customer experience escalations.
Participate in the Quality Assurance plan.
Complies with applicable CLIA and HIPAA regulations.