Collector Operations Manager

Collector Operations Manager Department: Collectors Reports to: Senior Operations Manager Pay Group: Exempt Candidate must live within 3 hour radius our our offices in Covington, KY Job Summary: The Collector Operations Manager is responsible for providing supervision and leadership for the collector program and collectors assigned. Processes managed include collection, shipping, order entry, and specimen storage. All job duties shall be performed in accordance with all applicable State and Federal laws, and regulatory groups (CAP, CLIA, etc.). Responsibilities and Duties: Manage the Specimen Collectors, including, but not limited to recruitment, onboarding, compliance, schedule, and training as needed. Evaluates job performance, ensures competency of staff, and recommends various personnel actions including hiring, promotions, and corrective actions. Ensure proper onboarding and compliance paperwork, follow up on any issues that may arise. Manage and review timecards submitted by employees for accuracy and completeness. (Collectors with PTO requests, missed punches, no lunches, late arrival, early departure, approaching or working unapproved overtime, etc.). Work with Sales to ensure the appropriate level of Collectors are scheduled to meet demands and fluctuations in work volume. Review metrics and ensure established KPIs are met monthly. Track Missing Information and provide suggestions for improvement; follow up as needed. Provides instruction and support to Collectors to resolve issues and answer questions. Provides instruction and support to Collectors with specimen handling guidance. Work with Sales and internal departments to research and resolve client concerns relating to collectors. Spearhead and lead growth of collector program to support the business needs Lead the in-house phlebotomy certification program Update and maintain collector contact information and records, as necessary Update and maintain collector SOPs and training materials as necessary Encourages good morale of Collectors through active engagement and communication. Adhere to confidentiality expectations and HIPAA requirements Adhere to all State and Federal laws, guidelines and regulations including compliance Other duties as assigned Required Skills and Abilities: Passion for helping customers and being personal, relatable, and building customer relationships. Excellent communication and collaboration skills. Excellent interpersonal and customer service skills. Excellent organizational skills and attention to detail. Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills. Ability to function well in a high-paced and at times stressful environment. Demonstrated leadership abilities, judgment, and supervisory skills in organizing work and assigning staff. Education and Experience: HS Diploma or GED 3+ years as a certified phlebotomist Experience with record keeping functions preferred 2+ years of Laboratory experience in a production environment 2+ years of supervisory experience, including laboratory personnel and equipment Proficient in Microsoft platforms (Outlook, Teams, Word, Excel, PowerPoint) Must possess a valid driver’s license, provide proof of auto insurance, reliable transportation and have acceptable driving record Physical Requirements: Regular handling of biological specimens, with potential exposure to bloodborne pathogens and other infectious materials. May work in environments with varying temperatures, odors, or other clinical conditions. Use of personal protective equipment (PPE) is required. Ability to remain in a stationary position (sitting or standing) for extended periods of time. Ability to operate a computer, keyboard, and other standard office equipment for prolonged periods of time. Ability to travel up to 25% of the time including overnight Must maintain a professional, safe, and secure work-from-home environment that supports productivity and protects confidential information (if applicable). Must be able to lift up to 30 pounds. Gravity Diagnostics is an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws. Gravity Diagnostics will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. At Gravity Diagnostics, information security is a shared responsibility. All employees and contractors are expected to comply with established cybersecurity policies and procedures, including maintaining secure passwords, protecting confidential data (including PHI), and completing mandatory training. Employees must remain vigilant against phishing and social engineering tactics and promptly report any suspicious activity or potential breaches to the IT Security Team.