Client Services Supervisor

Job Description

Job Summary: This role involves overseeing a regional team, supervising Client Services Associates, and managing daily operations to ensure timely and efficient production. Responsibilities include recruitment, training, performance reviews, analyzing metrics, addressing escalated issues, and implementing best practices, with an emphasis on fostering team development and operational excellence within healthcare or diagnostic services.

Responsibilities

• Oversee Regional Team and Daily Production
  • Supervise Client Services Associates (CSAs) and their workloads.
  • Delegate work as needed.
• Hiring, Training & Performance Reviews
  • Responsible for reviewing resumes, completing phone screens, and conducting in-person interviews for potential new hires.
  • Onboarding and training for all new team members
  • Coaching team members to meet key performance indicators.
  • Completes annual assessment for all team members.
• Reporting, Metrics and Escalated Issues:
  • Run daily reports to ensure orders are being processed as expected/ in a timely manner.
  • Identify opportunities for improvement within team or workstreams.
  • Receive incoming complaints and escalate to Complaint Review Board and Lab Director (for technical issues).
  • Assist team members with escalated issues/ requests.
  • Help design best practices and draft procedures for new processes.
  • Act as Subject Matter Expert (SME) as needed for company projects.
• Manage Timecards
  • Monitor and approve timecards in ADP or Fieldglass for assigned team members.

Experience/ Qualifications

• Leadership Experience: Proven ability to supervise teams, delegate workloads, and conduct performance reviews.
• Recruitment and Training: Experience in hiring, onboarding, and training new team members, as well as coaching employees to meet performance goals.
• Analytical Skills: Proficiency in running reports, analyzing metrics, and identifying areas for improvement within workflows or teams.
• Problem-Solving Expertise: Skilled in handling escalated issues, designing best practices, and drafting procedures for new processes.
• Industry Knowledge: Familiarity with healthcare, diagnostics, laboratory services, or related industries; ability to act as a Subject Matter Expert (SME).
• Technical Proficiency: Experience with systems like ADP or Fieldglass for timecard management and workflow tracking tools.
• Communication Skills: Strong interpersonal abilities to manage escalations, collaborate on projects, and interact effectively with clients and team members.
• Educational Background: Bachelor's degree in Business Administration, Healthcare Management, Sciences or related field preferred, or equivalent experience
• Supervisory Experience: 2-5+ years in a leadership role within client services, operations, or a related field.

The annualized base salary range for this role is $75,300 - $125,400 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.