Customer Service Manager

NextGen Genetics, LLC • San Jose, CA, US • 4d ago

Luminary Life Sciences (NextGen Genetics) is illuminating the path to parenthood for individuals and families by pioneering a comprehensive suite of life science services tailored to meet the specialized needs of patients throughout every step of the reproductive health journey. Our vision is to empower patients and health care professionals by offering innovative, customer-centered solutions that provide support from pre-conception to post-birth.

The Customer Service Manager will lead our customer service team in a rapidly growing, high-compliance environment supporting our genetic testing laboratory. This role is responsible for managing the teams that provide direct support to patients, providers, clinicians, laboratory technicians, and genetics counselors regarding test results, specimen logistics, billing, and general service support. The ideal candidate will have a strong background in customer service within healthcare or laboratory services, with a focus on quality, accuracy, empathy, and team building.

Full-Time 95K-125K, Day Time Hours

Essential Job Responsibilities:

Lead, coach, and develop a team of customer service representatives to deliver exceptional support to patients, clinicians, and internal stakeholders.
Oversee daily operations of the customer service department, including call/email/chat management, escalation resolution, and reporting.
Monitor team performance using KPIs such as response time, case resolution, and call handling time. • Collaborate with laboratory, billing, sales, and IT departments to ensure customer inquiries are resolved quickly and accurately.
Ensure compliance with HIPAA, CLIA, and other applicable healthcare and data privacy regulations. • Implement process improvements and technology enhancements to improve service quality and operational efficiency.
Create and maintain SOPs, knowledge bases, and training materials specific to genetic testing workflows and laboratory protocols.
Handle high-level escalations with professionalism, transparency, and empathy. • Actively manage relationships with all clinics supported by the laboratory and onboard new clinic partners prior to beginning testing services for their patients.
Report on trends, feedback, and insights from customers to drive continuous improvement across the organization.
Collaborate with internal stakeholders regarding process improvement, expense management, employee development, and business development. Ensure seamless collaboration between the field sales team and the customer service team.
As a member of the leadership team that works onsite full-time, you will be responsible for ensuring that the facilities are safe and suitable for employees, in addition to seeking out opportunities to improve the workspace.
Additional responsibilities as deemed necessary.

Minimum Qualifications:

Bachelor’s degree required; healthcare, life sciences, or business preferred.
5+ years of customer service experience, with at least 2 years in a supervisory or management role.
Experience in a healthcare, diagnostics, or laboratory environment strongly preferred.
Strong understanding of HIPAA compliance and patient confidentiality.
Excellent communication, conflict resolution, and team leadership skills.
Ability to analyze data, identify trends, and implement actionable improvements.
Familiarity with contact center technologies.
Comfortable working in a growing, regulated environment with multiple priorities.
Experienced and growing leader that is passionate about providing exceptional service to patients and clinicians, as well as support the growth of their team. • Computer proficiency required.
Bachelor’s degree in Business Administration or other relevant field required. Lab degree and/or work experience preferred. Experience in Fertility Sector can substitute for educational requirements.
Minimum 5 years experience in healthcare industry required with prior experience in running a comparable size medical/physician practice.
Preferred Master’s Degree in Business Administration – MBA
Preferred 5 years Supervisory/Management experience with experience in hiring, conflict resolution, financial responsibilities such as preparing budgets, policy writing, etc. Supervisor – Management Responsibility
Manage hiring, onboarding, training, and ongoing professional development for the customer service team.
Responsible for coaching, counseling, and disciplining employees.
Performance Management of team
Plans, monitors, and appraises job results. Conducts training.
Manages Workflow Knowledge, skills, and abilities
Computer proficiency required.
Strong financial background such as a background with developing and maintaining budgets.
Excellent interpersonal skills and ability to work as part of a multi-disciplinary team and build and maintain effective working relationships.
Demonstrated expertise in continuous quality improvement, customer service, and team building.
Strong customer service and results orientation; highly responsive to requests.
Excellent verbal & written communication skills.
Proven ability to build and maintain highly effective teams.
Ability to work as part of a multi-disciplinary team.
Excellent interpersonal skills and ability to build and maintain effective working relationships.
Excellent managerial, interpersonal and organizational skills.
Ability to maintain the highest level of confidentiality.
Flexibility and willingness to learn at all times
Excellent multi-tasking abilities

Physical requirements:

The physical demands listed below are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions. A request for reasonable accommodation should be made in writing and delivered to the Talent team.

Education

Preferred

Masters or better
Bachelors or better

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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