Supervisor, Lab- Laboratory Customer Service Call Center

About the Role

Vanderbilt Health, the region’s largest comprehensive academic health system with eight hospitals and over 180 clinics, is seeking a Supervisor for the Diagnostic Laboratory Customer Service Call Center. This leader will manage a 24/7/365 operation that serves clinics, physicians, advanced practice providers, caregivers, and other healthcare stakeholders. The supervisor oversees a team of customer service representatives handling inbound and outbound communications related to laboratory testing and diagnostic services, ensuring accurate, timely, and professional support while maintaining compliance with regulatory and organizational requirements.

Key Responsibilities

• Supervise and support a team of customer service representatives in a 24 × 7 × 365 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.

Core Accountabilities

• Organizational Impact: Plans and sets day‑to‑day objectives for the team that directly affect departmental results.
• Problem Solving/Complexity of Work: Resolves technical and operational problems within provided guidelines.
• Breadth of Knowledge: Applies advanced subject‑matter expertise 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, acting as a “working” supervisor.

Core Capabilities

• Supporting Colleagues
  • Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to improve performance and gain new knowledge.
  • Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders to expand and strengthen relationships.
  • Communicates Effectively: Adjusts communication style to suit different situations and audiences.
• Delivering Excellent Services
  • Serves Others with Compassion: Understands current and future stakeholder needs and customizes services accordingly.
  • Solves Complex Problems: Approaches problems from multiple angles, identifies new possibilities, and develops concrete solutions.
  • Offers Meaningful Advice and Support: Provides ongoing coaching to increase employee effectiveness.
• Ensuring High Quality
  • Performs Excellent Work: Engages in dialogue about quality and addresses issues promptly.
  • Ensures Continuous Improvement: Looks beyond symptoms to uncover root causes and resolves them.
  • Fulfills Safety and Regulatory Requirements: Performs routine safety checks to prevent hazards.
• Managing Resources Effectively
  • Demonstrates Accountability: Takes ownership and drives critical issues to closure.
  • Stewards Organizational Resources: Manages departmental resources efficiently.
  • Makes Data‑Driven Decisions: Uses information to identify and elevate opportunities.
• Fostering Innovation
  • Generates New Ideas: Identifies opportunities to improve processes beyond conventional approaches.
  • Applies Technology: Learns new technologies, tools, and procedures to address challenges.
  • Adapts to Change: Views problems as opportunities for improvement and embraces change.

Qualifications

• Bachelor’s degree in healthcare administration, business, laboratory science, or a 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.
• Relevant work experience: minimum three years.

Certifications

• Cytotechnologist – American Society for Clinical Pathology (ASCP)
• Histotechnician