Manager, Laboratory Client Services Optum Massachusetts

Opportunities with Reliant Medical Group, part of the Optum family of businesses. Join a community-based, multi-specialty, physician-led organization where you will work with talented peers on a common purpose: improving the quality, cost and experience of health care. Here, we focus on delivering the best patient care, rather than volume. Through innovation and superior care management, we support patients and your well-being as a team member. Join a team at the forefront of value-based care and discover the meaning behind Caring. Connecting. Growing together.

Under general direction, position in this function provides comprehensive support to the client base of Optum Massachusetts Laboratory Services by overseeing a Client Services Group of professionals focused on customer service and satisfaction. The Client Services Group will provide assistance to customers regarding laboratory policies, testing information, specimen procurement and transportation, and will serve as a call center for results for clients. The Manager will serve as primary liaison with all clients and related vendors to ease the transition of the interface with the other laboratory facilities and to provide assistance and troubleshooting support on an ongoing basis.

Primary Responsibilities:

• Provides high level administrative and professional leadership for the Client Services Group through coaching, education, and client focus and performance metrics
• Manages, coordinates and resolves laboratory services issues related to the Atrius Central Laboratory services. Services as primary liaison between Reliant Medical Group clinical operations and Quest Diagnostics. Serves as relationship manager for internal and external customers. Maintains an effective working relationship with internal departments, clinical areas, reference laboratories and customers
• Leads regular operations meetings with Reliant Medical Group operations, IT staff and Quest Diagnostics to review and resolve Reliant Medical Group laboratory services issues and concerns in a timely manner
• Provides primary administrative support to Reliant Medical Group Laboratory Advisory Committee
• Patient ancillary check-in functions at Reliant Medical Group practice sites
• Evaluates and recommends changes to products, services, or policies to meet customer needs and works with the site-based laboratories to implement and monitor those changes. Develops and implements new services, operational procedures and systems as needed to best meet client needs. Provides feedback to management on status
• Monitors and reports on performance and productivity including incident reports, delays, transportation issues and client complaints. Implements and trains staff on action required to minimize or alleviate issues. Participates in the development of systems and procedures to correct problems relating to systems failures
• Allocates staff resources to ensure a client services team member is available to resolve customer issues in a timely fashion
• Administers courier contracts. Acts as liaison to vendor providing courier services to makes schedule adjustments. Reviews and approves vendor invoices. Monitors courier for service levels and timeliness of deliveries
• Oversees managing pendings, invoice review and approval of the reference laboratories
• Coordinates the creation of service manual/specimen collection manual
• Keeps current with new testing and manages the notification to clients/laboratory staff regarding changes in testing menu, requirements and/or special handling. Provides information to Optum Mass Laboratory Services Chief and Director for preparing communications to medical staff
• Attends meetings and participates on task forces as a representative of the department as required in his/her area of expertise
• Performs other duties as assigned

Supervisory Responsibility:

• Supervises a moderate sized group of clinical and non-clinical exempt and nonexempt staff. Carries out supervisory responsibilities within areas of responsibility in accordance with Optum Mass policies and applicable laws. Provides direction and support to staff to assure departmental effectiveness and efficiency. Responsibilities include interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Bachelor's degree (or equivalent education, training or experience)
• 5+ years of experience as medical technologist, or in a laboratory services leadership role, with 3+ years management experience in a fast paced, customer service-oriented lab setting
• Knowledge of medical terminology and excellent interpersonal and communication skills
• Knowledge of state and local requirements for the transportation of biohazardous materials
• Demonstrated ability to provide leadership to a diverse group of people and function as a solid leader
• Demonstrated ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications
• Demonstrated ability to perform all job functions in compliance with applicable federal, state, local and company policies and procedures
• Demonstrated ability accesses only the minimum necessary protected health information (PHI) for the performance of job duties. Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access
• Complies with all Optum MA and departmental privacy policies, procedures and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health information

Preferred Qualification:

• Certified Medical Technologist (ASCP-MT)

Working Condition / Physical Demand:

• Busy office environment with frequent interruptions and deadlines. Travel from site to site will be required. Some risk of exposure to biohazard and dangerous chemical materials

Optum Massachusetts is committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of Optum Massachusetts will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital / domestic partner status, parental status, sexual orientation and gender identity and / or expression, or other dimensions of diversity.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $71,200 to $127,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.