The Lead STAT Tracker functions as the first tier of leadership in the STAT Tracking Department, serving as a Subject Matter Expert (SME) on the shift assigned and oversees internal operations by performing Quality Assurance reviews of the product boards and providing job training for the agents as needed. While this position does not have any direct reports, the Lead STAT Tracker does have oversight responsibilities over the STAT Tracking staff. Naturally, it is incumbent that he/she leads by example, has a high sense of integrity, and is always conscious of his/her impact on others.

TASKS AND RESPONSIBILITIES:

• Lead Stat tracker will monitor the provided applications and tools in the system and ensure appropriate follow-up is conducted.
• Monitor call management software to ensure team members are performing as expected.
• When clerical errors are observed, identifies the agent involved and forwards the initial investigation summary to the reporting supervisor.
• Documents any escalation and reports any unresolved problems to the Call Center Supervisor and/or field operation supervisor.
• Takes client calls and handles account issues when applicable.
• Assists in conducting monitoring, coaching, and development sessions providing both positive and constructive feedback.
• Monitors agents and provides training when appropriate.
• Maintains discretion when discussing training opportunities with call center staff.
• Keeps confidential from other employees any observations regarding negative performance trends identified during the course of one’s daily duties. These are to be disclosed only to authorized call center staff (Lead, Coordinator, Supervisor, and Trainer)
• Reports compliance events to the appropriate authority.
• Executes additional tasks as may be required from time to time by management.
• Ensures escalation procedures are observed.
• Documents follow-up efforts by placing notes in all claims/orders.
• Reviews activity reports and makes adjustments to team assignments, or conducts retraining as needed.
• Ensures team members are prioritizing tasks as needed.
• Ensures Stat Tracking shared inboxes are being managed timely.
• Enforces company’s policies and procedures and addresses violations in a timely manner.
• Maintains discipline in the office by leading by example and coaching team members when needed.
• Control and oversee that cases are properly completed, accessioned, resulted, and reported according to policies and procedures given.
• Create assignment tasks based on the existing workload and abilities of the team.
• Ability to conduct tracking and case follow-up of all assignments. Must control full completion of all work assignments that are given, also providing assistance as needed.
• Collaborate with Phlebotomy Management, Laboratory, Lab Dispatch, Customer Service, and Courier services (as needed), to ensure case completion.
• Accommodate various facility special requests, honor high priority / hot home facility laboratory orders, expedite urgent cases conducting constant follow up, and maintain a positive attitude to connecting parties to ensure excellent customer service is provided.
• Provide detailed written documentation of issues that occur. It may be necessary to conduct initial investigations of situations, or conduct troubleshooting, or oversee immediate handling of an unexpected problem.
• Notified Supervisor of any issues that are difficult to control, or negative trends in team behavior.
• Identifies and pursues self-improvement needs, adapts to changes.
• Perform other duties as assigned, help when attendance issues arise within the office, maintaining a positive attitude, and engaging in daily teamwork.
• Assist with handling incoming calls from our facilities, phlebotomists, or in-house calls. Answers questions that the Stat Tracking team and other departments might have. If unknown, then works to get the answer and shares with the team once it’s discovered.
• Lead Stat tracker will be asked to help train new hires or re-train existing Stat Tracking team members.
• Emails are to be followed up and replied to in a professional and timely manner.

Qualifications

Behaviors

Required

Team Player : Works well as a member of a group

Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Required

Self-Starter : Inspired to perform without outside help

Preferred

Job Security : Inspired to perform well by the knowledge that your job is safe

Work-Life Balance : Inspired to perform well by having ample time to pursue work and interests outside of work

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)