Lab Visit Support Lead
Overview
Lab Visit Support (LVS) is a team responsible for providing real-time support to Function members on the day of their lab visit, whether at a Quest location or during a mobile phlebotomy appointment. The Lab Visit Support Lead oversees the day-to-day operations, manages and develops the team, and ensures high-quality member experiences.
Responsibilities
Own real-time execution for your Lab Visit Support POD, ensuring work is prioritized, delegated, and completed effectively while stepping in to resolve high-impact issues and escalations.
Directly manage MSAs and Senior MSAs, providing ongoing coaching, feedback, performance management, and development while fostering a culture of accountability and growth.
Monitor productivity, quality, adherence, and other key performance indicators, identifying performance gaps and taking action to ensure the team consistently meets expectations.
Manage & adjust day-to-day staffing and workload allocation, including schedules, coverage, overtime, time off, and adjustments based on changing member demand.
Ensure quality & operational excellence by partnering with Senior MSAs to maintain high quality standards, address critical errors and recurring coaching themes, and ensure consistent adherence to established processes.
Lead escalation management by serving as the leadership point of contact for complex or high-priority member and operational escalations, supporting Senior MSAs and making timely decisions to keep lab visits on track.
Support onboarding & training by overseeing the onboarding and ramp of new team members, partnering with Senior MSAs to ensure new hires develop the knowledge, judgment, and confidence needed to operate independently.
Identify & drive improvements by surfacing trends, workflow inefficiencies, documentation gaps, and tooling opportunities, owning day-to-day improvements and partnering with the Manager on broader operational initiatives.
Partner cross-functionally by collaborating with teams across Member Experience and Operations to investigate issues, improve workflows, and ensure a seamless member experience.
Provide operational insights by maintaining close partnership with the LVS Manager, surfacing frontline performance, staffing, quality, and member-experience insights that inform broader workforce planning and team strategy.
Build team culture by leading regular team touchpoints and creating an environment of strong communication, collaboration, accountability, and connection to Function’s mission.
Qualifications
Proven experience managing, coaching, and developing frontline teams, including end-to-end performance management and accountability.
Strong real-time operational judgment, with the ability to quickly prioritize, make staffing and workflow decisions, and solve problems in high-volume environments.
Highly action-oriented and accountable, with the ability to manage competing priorities and maintain a high bar for quality and member experience.
Excellent communication and interpersonal skills, with the ability to build trust across frontline teams, senior team members, and leadership.
Strong attention to detail and operational awareness, with the ability to identify issues early, exercise independent judgment, and drive resolution.
Excellent written and verbal communication skills, including the ability to consistently represent Function’s brand voice.
Ability to work Monday–Friday, including Mondays as a critical coverage day. Open roles will support either: 6:00 a.m.–3:00 p.m. ET or 11:00 a.m.–8:00 p.m. ET Both support leads will have to be available for periodic weekend and holiday on-call coverage.