Customer Service Operations Manager Jobs in Winchester, KY

Position Summary

The Lab Services Operations Manager is responsible for the overall operational performance, service delivery, and staff management of the laboratory services program. This role oversees pre-analytical laboratory operations, field services, billing processes, staffing, inventory management, regulatory compliance, and client relationship development. The position serves as a key liaison between laboratory services, physician offices, and organizational leadership to ensure exceptional customer service, operational efficiency, compliance with regulatory standards, and achievement of program goals.

Essential Duties and Responsibilities

• Oversee all pre-analytical laboratory operations, including specimen collection, phlebotomy, processing, and related workflows.
• Ensure efficient daily operations through proper staffing, employee scheduling, and workload management.
• Monitor operational performance metrics and maintain logs, reports, and documentation to track program effectiveness and identify improvement opportunities.
• Maintain accurate inventory levels and coordinate the ordering and management of laboratory supplies and equipment.
• Oversee laboratory billing processes to ensure accuracy, efficiency, and compliance.
• Collaborate with supervisory staff to maintain acceptable quality indicators, temporary balances, and daily operational metrics.
• Ensure laboratory services are delivered in a timely, efficient, and cost-effective manner.

Leadership and Staff Development

• Lead, coach, mentor, and develop laboratory and field service staff to promote a high-performing team environment.
• Conduct employee performance evaluations and provide ongoing feedback, coaching, and corrective action when necessary.
• Foster employee engagement, accountability, and professional development.
• Demonstrate the ability to perform essential duties across staff positions when operational needs require coverage.

Regulatory Compliance and Quality Assurance

• Ensure compliance with all applicable federal, state, local, CLIA, OSHA, HIPAA, and organizational regulations, policies, and procedures.
• Monitor quality assurance activities and implement corrective actions when needed.
• Support continuous improvement initiatives to enhance operational efficiency, service quality, and compliance outcomes.
• Ensure testing processes and result reporting meet established turnaround time standards.

Client Relations and Business Development

• Develop and maintain strong relationships with physicians, clinic staff, and other key stakeholders through exceptional service and responsive communication.
• Spend approximately 40% of work time engaging with physicians, healthcare providers, and key decision-makers to identify needs and demonstrate the value of laboratory services.
• Proactively identify opportunities for service enhancement, program growth, and client retention.
• Dedicate a portion of field engagement activities to researching and developing new business opportunities and prospective client relationships.
• Investigate and resolve client concerns, service issues, and operational challenges in a timely and professional manner.

Communication and Reporting

• Provide accurate and timely communication to physicians and clinical staff regarding laboratory test ordering, specimen requirements, and result reporting.
• Maintain daily documentation of client interactions, site visits, outreach activities, and business development efforts.
• Prepare operational reports and performance updates for leadership as requested.

Additional Responsibilities

• Anticipate operational challenges and implement proactive solutions before issues negatively impact service delivery.
• Participate in departmental meetings, training initiatives, and organizational projects.
• Support organizational goals and special projects as assigned.
• Perform other duties consistent with the responsibilities of the position.

Qualifications Education and Experience

• Associate's or Bachelor's degree in Laboratory Science, Clinical Laboratory Technology, Healthcare Administration, Business Administration, or a related field preferred.
• Clinical laboratory technology background preferred.
• Minimum of five (5) years of progressive leadership or supervisory experience in a clinical laboratory, healthcare, or related environment.
• Experience leading teams and managing operational performance metrics preferred.

Knowledge, Skills, and Abilities

• Strong understanding of laboratory operations, pre-analytical processes, and healthcare service delivery.
• Knowledge of CLIA regulations, quality systems, compliance requirements, and laboratory best practices.
• Demonstrated leadership, team-building, and employee development skills.
• Excellent customer service, relationship management, and problem-solving abilities.
• Strong organizational skills with the ability to prioritize multiple responsibilities and adapt to changing priorities.
• Effective verbal and written communication skills.
• Ability to analyze operational data and implement process improvements.
• Proficient in standard business and healthcare technology systems.

Working Conditions and Physical Requirements

• Ability to sit, stand, and walk for extended periods throughout the workday.
• Frequent movement between client sites, laboratory locations, and offices.
• May require bending, reaching, lifting, and carrying supplies consistent with laboratory operations.
• Frequent use of computers, phones, and office equipment.
• Valid driver's license and the ability to travel between locations as required.
• Ability to work flexible schedules, including extended hours, evenings, and weekends when operational needs require.

The statements contained in this job description are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, or qualifications required.