Manager Customer Care

Description

At Veracyte, we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte – whether it be in one of our labs, corporate offices, the field, or remote – enables our employees to not only make a meaningful impact on the lives of patients, but to also learn and grow within a results-driven environment that values innovation, collaboration, and compassion.

The Position:

The Manager Customer Care primary responsibility is to provide support to all internal and external customers, in the routine functions to ensure client satisfaction and appropriate records and materials management are consistently maintained.  This individual must work with staff to employ a team approach.  Manages customer/patient support staff and oversees special projects assigned by manager. This is a hybrid position with the expectation of 2-3 days a week at our South San Francisco office.

• Responsible for daily operations of sample management which includes pre-accessioning, accessioning, transportation of samples to-and-from outside histology lab and internal laboratory and block return
• Document client issues through the Quality System; develop rapid response, monitor internal operations for corrective action, close issue(s) to satisfaction of client(s) and in accordance to the requirements of the Quality System
• Provides day-to-day supervision of assigned staff, including work assignments, and ensures timeliness and accuracy of all work.  Assesses employee performance, including writing and conducting of annual performance evaluations and goal setting
• Demonstrate an understanding of compliance policies related to test ordering, test requirements and rejection criteria
• Track client complaints, internal and external errors and report deficiencies per protocols
• Develops and delivers training and workshops as needed to departmental staff
• Responsible for training, coaching, supervision, on-boarding of new hires and development of staff
• Develop and monitor on-going performance of employees, provide corrective action and counseling as required
• Hold regularly scheduled meetings for dissemination of all department and corporate information to staff
• Communicates effectively with all levels of staff
• Reflects good judgment at all times when determining necessary actions to resolve problems
• Adheres to company values, safety and compliance policies and procedures
• Demonstrates strong interpersonal skills fostering a positive environment
• Development of SOPs to meet client satisfaction in all areas of responsibility
• Work with management team to develop strategic plans to meet commercial goals and objective
• Consult the Medical Director, Chief Operations Officer or Clinical Consultant on technical issues
• Other duties may be assigned

Who You Are

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

• Bachelor’s degree preferred but not required
• 5-10 years experience in a similar role within a laboratory or related industry
• Minimum of three (3) years’ experience in a team-lead or supervisory role
• Excellent verbal and written communication skills

What We Can Offer You

Veracyte is a growing company that offers significant career opportunities if you are curious, driven, patient-oriented and aspire to help us build a great company. We offer competitive compensation and benefits, and are committed to fostering an inclusive workforce, where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions.  We are proud to have been named a “Bay Area Top Workplace” for ten years in a row by the Bay Area News Group and “Best Places to Work in San Diego” in 2023 by the San Diego Business Journal.

The anticipated base salary range for candidates who will work in South San Francisco is $96,000 to $133,000 per year. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and length of experience within the job, type and length of experience within the industry, education, etc. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Veracyte is a multi-state employer, and this salary range may not reflect positions that work in other states.

About Veracyte

Veracyte (Nasdaq: VCYT) is a global genomic diagnostics company that improves patient care by providing answers to clinical questions, informing diagnosis and treatment decisions throughout the patient journey in cancer and other diseases. The company’s growing menu of genomic tests leverage advances in genomic science and technology, enabling patients to avoid risky, costly diagnostic procedures and quicken time to appropriate treatment. The company’s tests in lung cancer, prostate cancer, breast cancer, thyroid cancer, bladder cancer and idiopathic pulmonary fibrosis are available to patients and its lymphoma subtyping and renal cancer tests are in development. With Veracyte’s exclusive global license to a best-in-class diagnostics instrument platform, the company is positioned to deliver its tests to patients worldwide. Veracyte is based in South San Francisco, California. For more information, please visit www.veracyte.com and follow the company on Twitter (@veracyte).

Veracyte, Inc. is an Equal Opportunity Employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability status. Veracyte participates in E-Verify in the United States.

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