Manager, Clinical Inquiry

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At Exact Sciences, we're helpingchange how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

The Manager, Clinical Inquiry supports healthcare providers, patients and internal customers throughout the organization by providing world class service. This position works cross functionally with leadership within the customer care center. This position is also responsible for the overall performance of established goals for the team. The Manager, Clinical Inquiry will follow all laboratory and customer care center procedures and policies and maintain accurate data reporting practices.They will be relied upon to follow all department protocols and to identify and report problems or issues to leadership.

Essential Duties

Include, but are not limited to, the following:

• Supervises a team of laboratory clinical inquiry specialists ensuring the effective and efficient completion of job duties/responsibilities.
• With leadership, establish and monitor metrics (including turnaround time) to measure staff performance and expectations.
• Provides reporting and visibility to overall performance of team.
• Resolves escalated customer complaints, identifies and escalates high priority issues to leadership.
• Ensures that all service level agreements and key performance indicators are maintained.
• Effectively manage, support, and guide CIS team, including, but not limited to delegating tasks and responsibilities, assess employee performance and provide helpful feedback and training opportunities.
• Maintains open and effective communication with leadership, personnel in CIS, and with members of other teams throughout the Company
• Develop a strong understanding of the 'ticketing' workflow system and be able to participate as needed.
• With leadership and laboratory partners, identify areas of clinical focus to enable streaming of tickets (e.g. pediatrics, prenatal, oncology etc).
• With leadership, identify areas of focus to widen staff skill sets (e.g. familiarity with Epic, NGS, SOPs, Policy construction etc).
• Coordinates general workflow in assigned area daily to ensure workload is satisfied.
• Tracks team effectiveness to identify process improvements and document new procedures for growth.
• Ensures team follow up on tickets, phone calls and provide escalated support.
• Monitors team metrics and key performance indicators in data collection.
• Conducts check-in meetings with members of CIS team and leadership.
• Review and approve employee timecards.
• Develops the customer service skills and professional skills of team members helping to increase their value-add to the team and organization.
• Develops and implements training plans for teams, including CAP/CLIA awarness .
• Develops and participates in training and competency of CIS team.
• Works closely with leadership and QA/QC to develop SOPs and ensure compliance.
• Creates and reviews daily/weekly data reports as necessary.
• Produces monthly reports for key performance indicators for CIS teams.
• Conducts phone call audits for genetic CIS team.
• Develops OKRs in line with company, laboratory and departmental objectives.
• Helps CIS team develop individual OKRs as above.
• Conducts year-end and quarterly reviews of employees.
• Supports leadership in new hire selection and onboarding.
• Conducts new employee interviews and participate in the hiring decision process.
• Consistent demonstration of exceptional leadership qualities, including but not limited to the ability to attract and retain the best team, foster a culture of high performance, lead with integrity, humility, accountability, and courage, and set a clear vision to energize teams towards the future.
• Ability to train others on technical concepts and test for understanding.
• Demonstrate adaptability by embracing changes in the laboratory with a positive attitude.
• Maintain professional certification through ongoing education.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Regular and reliable attendance.
• Possess a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with peers at all levels of the organization.

Minimum Qualifications

• Master's Degree Genetic Counseling.
• ABGC/CCGC Board Certified, and state licensure as applicable.
• 5+ years of relevant clinical or laboratory relevant experience.
• 1+ years of experience leading others.
• Demonstrated strong professionalism and leadership skills.
• Demonstrated project management skills.
• Demonstrated strong technical skills and professional working knowledge of job industry.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.
• Strong interpersonal and customer service skills.
• Interest in promoting teamwork, collaboration, and consensus-building.
• Ability to dissect and analyze complex problems.
• Excellent problem-solving abilities.

Preferred Qualifications

• PreventionGenetics and/or Exact Sciences product knowledge.
• Knowledge of contact center technology.
• Both cancer and rare disease expertise.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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