Optimization Specialist

Caris Life Sciences•Phoenix, AZ

1d•Onsite

About The Position

At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives. We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: “What would I do if this patient were my mom?” That question drives everything we do. But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose. Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins. Position Summary The Optimization Specialist independently drives the development, execution, and continuous improvement of Customer Support (CS) workflows, processes, and training programs to support departmental and organizational objectives. This role serves as a primary owner of process optimization initiatives, ensuring operational consistency, efficiency, and compliance across the Account Liaison (AL) function. The Optimization Specialist proactively identifies improvement opportunities, designs solutions, and implements changes that enhance quality, reduce redundancies, and improve overall performance. The position operates with a high level of autonomy while maintaining alignment with internal standards and regulatory requirements.

Requirements

High school diploma or equivalent
5+ years of experience in customer support with at least 1 year of training experience
Knowledge of HIPAA regulations and patient data privacy requirements
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and business internet applications
Ability to work independently, prioritize workload, and meet deadlines

Nice To Haves

Bachelor’s degree from an accredited college or university
2-3 years of experience in customer support training
Experience in oncology or medically related administrative functions
Strong written and verbal communication skills
Proficiency with Visio and learning management systems

Responsibilities

Independently develop, maintain, and update SOPs, job aids, and training materials in accordance with quality and documentation standards
Conduct root cause analysis to identify operational inefficiencies and implement sustainable solutions that streamline workflows and reduce manual or repetitive tasks
Own the design, execution, and rollout of process improvements aligned with organizational goals and regulatory requirements
Execute process changes in compliance with Caris Quality DOT and Change Control procedures
Continuously assess process performance and quality metrics, initiating enhancements to improve accuracy, efficiency, and scalability
Analyze data to support operational initiatives, technology enhancements, and system implementations
Deliver onboarding and ongoing training for CS Account Liaisons to ensure consistent knowledge transfer
Develop and facilitate training sessions for field sales teams regarding workflow updates
Serve as a subject matter expert for discrepancy management within the Laboratory Information System
Conduct quality assessments during training and independently resolve identified gaps
Ensure regulatory compliance through reinforcement of accurate documentation
Regularly evaluate SOPs and job aids and recommend updates
Manage assigned deliverables, performance goals, and key performance indicators
Communicate process updates clearly to ensure consistent execution
Independently manage special projects supporting organizational growth and client satisfaction