Laboratory Client Services Supervisor

Overview: Unified is a nationwide community of providers, operations specialists and thought leaders who look for the greatest opportunities to impact every woman’s health, at every stage of their journeys. We are unparalleled in our scale and ability to adapt to address unmet and underserved needs. Through 815+ clinics, 23 IVF labs, nationwide telehealth capabilities and targeted case management, our 2,700+ independent, affiliated providers deliver comprehensive women’s health services and continuously work to implement methods and develop techniques or platforms that improve the healthcare experience. The Laboratory Client Services Supervisor (LCSS) is responsible for supervising and leading the Client Services team while ensuring high-quality support for care centers across assigned laboratory markets under the Regional Director of Operations. This role combines direct oversight of day-to-day operations with broader responsibilities in onboarding, communication planning, process improvement, and performance monitoring. The LCSS fosters strong relationships with care centers and providers, ensures compliance with service level agreements (SLAs), and contributes to the strategic success of laboratory operations through education, reporting, and cross-functional collaboration. Responsibilities: Duties and Responsibilities Team Supervision & Development

• Supervise Client Service staff activities and performance; provide regular feedback based on service level KPIs.
• Oversee and assess staff competency, providing ongoing training and education in all areas of Client Services and company policies.
• Provide coaching and development opportunities to enhance team performance and engagement.
• Assist Client Service staff with duties where required.

Client Services Operations

• Handle inbound client calls, triage inquiries, and resolve issues regarding report status, service failures, or patient specimen reporting in line with laboratory protocols.
• Ensure timely outbound communication to gather missing information from clients.
• Provide information on laboratory test collection requirements.
• Oversee the “Test in Question” process, including client outreach for coding and resolution support.
• Maintain documentation of client interactions, results reporting, and QA metrics with appropriate recordkeeping.
• Provide reception desk coverage as needed.

Onboarding & Communication

• Lead and coordinate the onboarding process for new care centers, ensuring cross-departmental collaboration and appropriate volume planning.
• Develop and execute communication plans for new laboratory openings and initiatives.
• Create and manage webinars or educational series to support onboarding and client education.

Process Improvement & Cross-Functional Collaboration

• Develop and implement Client Service policies and procedures; educate staff and clients on updates.
• Collaborate with Lab Development, Integrations, and other departments to improve workflows and client satisfaction.
• Investigate, triage, and escalate service-related concerns as appropriate.
• Resolve patient reporting issues in collaboration with reference lab partners and internal LIS teams.

Reporting & Quality Assurance

• Track, analyze, and present account management and quality metrics monthly for care centers and providers.
• Create and distribute EMR reports (AthenaNet, NextGen, eClinicalWorks) and our Lab Information System (VitalDx) to support quality assurance and performance tracking.
• Maintain and report on documentation related to department activities, volumes, and quality metrics.

Administrative & Compliance Support

• Support laboratory leadership and Pathologists with administrative tasks, including data entry, billing, and client communication.
• Ensure team compliance with all company policies, procedures, and applicable regulations.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.
• Ability to travel for meetings, care center onboardings and lab development initiatives as needed (less than 5% travel, but multi-day).
• Medical/lab experience is preferred as well as coursework in the sciences
• Knowledge of specimen handling and collection requirements, general laboratory workflow and basic medical terminology.
• The ability to organize and manage multiple priorities/projects.
• Ability to brainstorm in a creative way – broad-minded, fast-thinker with a creative, marketing-led brain and an intuitive appreciation of the consumer journey
• Leadership mindset with the ability to foster long term internal and external relationships at all levels.
• Must have excellent interpersonal and communication and presentation skills.

We’re here for you—both personally and professionally. Our benefits are designed to support you and your family at every stage of life. From health and wellness to financial security and career growth, we offer a comprehensive package to help you thrive. Here’s a look at what we offer:

• Health Coverage

Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.

• Paid Time Off

Vacation, personal days, and paid holidays to help you recharge.

• Financial & Retirement Planning

401(k) with employer contribution, plus Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).

• Income Protection

Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.

• Wellbeing Support

Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.

• Professional Development

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