Mgr Patient Advocate

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

1. A Bachelor's degree or Master's degree or equivalent experience will be considered in lieu of degree.
2. 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.
3. Minimum of 2 years of experience supervising in a commercial or customer experience role. Experience in the healthcare or life sciences industry preferred.
4. Dependable, detail-oriented, professional, strong communication skills.
5. Able to build teams and motivate employees while working under pressure.
6. Extensive knowledge of customer needs assessment and how to manage customer relationships effectively; experience delivering consistent service to internal and external stakeholders.
7. Advanced organizational skills with the ability to handle multiple assignments.
8. Proven ability to lead by example and foster mentoring relationships.
9. 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.
10. Ability to create momentum within the organization and manage change effectively.
11. Knowledge of Salesforce.com, or a similar CRM, and other business programs (Preferred).
12. Travel as required.

Lifting Requirements -light work or exerting up to 20 pounds of force frequently. Physical Requirements -stationary positioning, moving, operating, ascending/descending, communicating, and observing. Use of equipment and tools necessary to perform essential job functions.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. In hiring and all other employment decisions, we prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.