Manager, Provider Support Jobs

Position Overview

The Provider Support Manager leads the Provider Support Team, including supervisor(s), lead(s) and specialists. The provider support manager helps ensure team and departmental objectives are met and maintains the vision on how new initiatives fix into the strategic plan for the team as well as awareness of cross-functional impacts and dependencies. This team supports the Exact Sciences Sales Teams, Healthcare Providers, and internal customers throughout the organization while providing World Class Service. This position works cross-functionally with sales leadership and Exact Sciences Laboratories leadership within the Customer Care Center. The Provider Support Manager will follow all laboratory and customer care center procedures and policies and maintain accurate data reporting practices.

Essential Duties

include but are not limited to the following:

• Ensures familiarity with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.)
• Responsible for overall performance of team and strategy to meet objectives.
• Adaptable, open to change, and able to work in ambiguous situations and respond to new information and unexpected circumstances.
• Motivate and inspire employees to do their best work through coaching.
• Excellent verbal and written English communication skills.
• Ability to work on a computer and phone simultaneously.
• Monitors associate and overall department metrics to ensure incoming and outgoing phone and other contacts are addressed according to Company goals.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Maintain morale and support employee engagement initiatives.
• Develops, implements, and assists in the tracking of department metrics and demonstrates a quality improvement demeanor.
• Strong interpersonal and teamwork skills; including the ability to easily convey concepts and priorities as well as ability to solicit feedback and inputs.
• Crafts communications to the Sales and Marketing teams efficiently communicating Laboratory process and procedures, as needed.
• Support and comply with the company’s Quality Management System policies and procedures.
• Recommends and implements changes to ensure high quality customer service.
• Develops the customer service and professional skills of team members to increase their value-add to the team and organization.
• Identifies and shares best practices and drives for continuous improvement of the customer experience.
• Participates and leads projects, as necessary, to meet strategic initiatives.
• Ensures compliance with all Company quality procedures and guidelines; including, but not limited to, Quality Policy, Code of Business Conduct and Ethics.
• Communicate goals so employees understand them and their role in achieving them.
• Effectively communicates process changes impacting the Sales and Marketing Teams.
• Coordinates and/or conducts investigations and inquiries into customer complaints and concerns, as needed, and effectively communicates findings to both the customer and senior management, as required.
• Recruits, hires, and onboards new Provider Support Team employees.
• Supervise staff including but not limited to organize and prioritize work, write/conduct performance reviews, train/develop, and manage work performance.
• Takes part in the creation of policies, processes, procedures, and training materials, as appropriate; identifies additional training needs/resources, as needed.
• Disciplined, positive, self-motivated, reliable and ability to work independently as well as on a team environment completing all tasks in a timely manner.
• Ability to use a telephone through a headset.
• Manages and resolves customer complaints, identifies, and escalate priority issues while working collaboratively on the corrective action
• Regular and reliable attendance.
• Partners with cross-functional teams to execute on project plans through appropriate operating mechanisms; acts as the voice of the customer (sales and marketing and providers) while effectively supporting the mission of Exact Sciences Laboratories.

Minimum Qualifications

• Authorization to work in the United States without sponsorship.
• 5+ years of experience leading a teams or 3+ years of experience leading supervisors with direct reports.
• 4+ years of professional experience in healthcare, sales, or other related industry or equivalent industry experience.
• Must be 18 years of age or older.
• Bachelor’s degree in business administration or related field; or high school degree/general education diploma and 4 years of relevant experience in lieu of Bachelor’s degree.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• Strong interpersonal skills; including written, verbal, and presentation communication skills.
• Strong management skills; including the ability to interface, influence, and manage multiple projects with competing priorities in a highly collaborative matrix management environment within the lab organization and other internal and/or external partners.
• Demonstrated knowledge of commercial regulatory landscape (FDA and other state and federal regulations).

Salary Range:

$82,000.00 - $131,000.00

The annual base salary shown is a national range for this position on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually. Benefits offered include a retirement savings plan, paid vacation, holiday and personal days, paid caregiver/parental leave, and health benefits to include medical, prescription drug, dental and vision coverage in accordance with the terms, conditions, and eligibility requirements of the applicable plans.

If you need any assistance seeking a job opportunity at Exact Sciences, or if you may require a reasonable accommodation with the application process, please email [email protected].

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

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