Discover Vanderbilt Health: With eight hospitals and over 180 clinics, we are the region’s largest comprehensive academic health system. Vanderbilt Health has a long tradition of providing world-class care to the people of the Mid-South, living out our mission of moving medicine forward through preeminent programs in patient care, education and research. Here you’ll find a spirit of collaboration and a supportive community where your expertise is valued, your knowledge expanded and your uniqueness celebrated. We are committed to fostering an environment where talented, compassionate people are united in bringing the most advanced care to our neighbors throughout the region.

Organization:

Customer Service

Job Summary:

The Supervisor, Diagnostic Laboratory Customer Service Call Center is responsible for leading a 24/7/365 customer service operation that serves clinics, physicians, advanced practice providers, caregivers, and other healthcare stakeholders. This role oversees a team of customer service representatives who handle inbound and outbound communications related to laboratory testing and diagnostic services, ensuring accurate, timely, and professional support.

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The Supervisor ensures exceptional customer service by managing daily call center operations, staffing, performance, training, and quality assurance activities. Responsibilities include supporting inquiries regarding laboratory services, test availability, specimen requirements, result interpretation resources, and testing processes. The role also oversees communications related to test cancellations, specimen issues, and critical laboratory results, ensuring providers are promptly notified in accordance with regulatory, accreditation, and organizational requirements.

The Supervisor collaborates closely with laboratory leadership, clinical staff, providers, and support departments to resolve customer concerns, improve service delivery, and maintain compliance with established policies and procedures. The position requires strong leadership, communication, problem-solving, and operational management skills to ensure continuous, high-quality customer support in a fast-paced healthcare environment.

Key Responsibilities

• Supervise and support a team of customer service representatives in a 24x7x365 laboratory call center environment.
• Monitor call volume, staffing levels, service metrics, and workflow performance to ensure timely response and resolution of customer inquiries.
• Provide guidance and escalation support for complex customer issues involving laboratory testing, specimen collection, results reporting, and service concerns.
• Ensure accurate communication of test cancellations, specimen rejections, and testing limitations to providers and clinical staff.
• Oversee processes for timely notification of critical laboratory results to ordering providers and caregivers in accordance with regulatory and organizational standards.
• Conduct staff training, performance evaluations, coaching, and quality monitoring activities.
• Develop and maintain standard operating procedures and customer service best practices.
• Collaborate with laboratory operations, clinical teams, and healthcare providers to improve customer satisfaction and operational efficiency.
• Ensure compliance with HIPAA, CAP, CLIA, Joint Commission, and other applicable regulatory requirements.
• Foster a culture of customer service excellence, accountability, and continuous improvement.

Qualifications

• Bachelor's degree in healthcare administration, business, laboratory science, or related field preferred.
• Experience in laboratory operations, healthcare customer service, or call center management required.
• Demonstrated leadership experience in a high-volume, 24/7 operational environment.
• Strong knowledge of laboratory testing processes, critical result reporting, and healthcare regulations.
• Excellent communication, problem-solving, and team development skills.

Allied health is among the fastest growing occupations in healthcare today. This area can be defined as credentialed professionals who perform supportive, diagnostic, and therapeutic health care services to promote health and prevent disease in a variety of settings.

These areas are crucial to Vanderbilt Health’s reputation for excellence in these areas that has made us a major center for patient referrals from throughout the Mid-South.

Each year, people throughout Tennessee and the southeast choose Vanderbilt Health for their health care because of our leadership in medical science and our dedication to treating patients with dignity and compassion.

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Core Accountabilities:

* Organizational Impact: Plans and sets day-to-day objectives for the team that have a direct effect on the results of the department or area that the job is in. * Problem Solving/ Complexity of work: Resolves technical and operational problems within provided guideline. * Breadth of Knowledge: Applies advanced subject matter knowledge within a specific technical area and basic management knowledge to support the team. * Team Interaction: Leads/supervises a unit within a department or a small department. Typically without budget or hire/fire authority. Role is typically a 'working' supervisor.

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas. - Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships. - Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences.Delivering Excellent Services: - Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them. - Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions. - Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness.Ensuring High Quality: - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly. - Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively: - Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure. - Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area. - Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation: - Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches. - Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges. - Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.

Position Qualifications:

Responsibilities:

Certifications:

Cytotechnologist - American Society for Clinical Pathology (ASCP), Histotechnician - American Society for Clinical Pathology (ASCP), Histotechnologist - American Society for Clinical Pathology (ASCP), LIC-Licensed Medical Laboratory Supervisor - Tennessee Medical Lab Board, Medical Laboratory Scientist - American Society for Clinical Pathology (ASCP), Medical Laboratory Technician - American Society for Clinical Pathology (ASCP), Pathologist's Assistant - American Society for Clinical Pathology (ASCP)

Work Experience:

Relevant Work Experience

Experience Level :

3 years

Education:

Bachelor's (Required)

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity.  EOE/Vets/Disabled.