Supervisor, Customer Service at CareDx

Brisbane, CAFull-timeSALES & MARKETINGPosted 3 months ago

About the Role

<div class="content-intro"> </div>CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers. CareDx offers products, testing services, and digital healthcare solutions along the pre- and post-transplant patient journey, and is the leading provider of genomics-based information for transplant patients. The Customer Service Supervisor is a player–coach who provides day-to-day leadership of the Customer Service Liaison team while owning a portion of frontline work. This role ensures complete and accurate test orders, timely issue resolution, and high-quality service for internal and external customers. The Supervisor partners closely with Client Services and laboratory leadership to optimize pre- and post-analytical workflows and delivery turnaround times. Key Responsibilities Leadership & Management <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Lead daily operations for Customer Service Liaisons; assign work, balance queues, and monitor service levels and turnaround time (TAT).</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Coach, mentor, and develop team members; provide feedback, 1:1s, and support career growth.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Manage schedules and coverage (including after-hours/holiday rotations if applicable); approve time off and ensure adequate staffing.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Track performance metrics and trends; prepare weekly/monthly insights and partner with laboratory leadership to implement long-term solutions.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Triage internal and external requests to appropriate personnel and facilitate cross-functional collaboration.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Ensure compliance with HIPAA, CLIA, FDA and internal SOPs; promote a culture of quality and continuous improvement.</li> </ul> Player–Coach / Operational Support <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Contact external medical centers, clinics, and labs to confirm orders for patient tests are complete and accurate.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Handle and resolve common requests, including supply order entry, results and reporting, and technical support questions.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Conduct phone follow-up with customers to clarify test requisition information and coordinate with laboratory teams to resolve issues.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Work with Client Services and laboratory leadership to align TAT goals and reduce holds.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Update and maintain the database of customer accounts to reflect changes and role-related activities.</li> </ul> Qualifications <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">4–6 years of experience in laboratory or clinical diagnostics operations, including 2+ years in customer service; prior lead or supervisor experience preferred.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Demonstrated proficiency with reporting and data analytics tools such as Excel and Salesforce.com.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Strong communication, critical thinking, and conflict resolution skills; comfortable operating in fast-paced, regulated environments.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">High School Diploma required; Bachelor’s Degree preferred.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">May require to work during CareDx holiday.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Travel Requirement of 5-10%.</li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;">Minimum requirement to be onsite for 2 days per week.</li> </ul> Additional Details:  Every individual at CareDx has a direct impact on our collective mission to improve the lives of organ transplant patients worldwide. We believe in taking great care of our people, so they take even greater care of our patients.  Our competitive Total Rewards package for US Employees includes: <ul> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Competitive base salary and incentive compensation</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Health and welfare benefits, including a gym reimbursement program</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">401(k) savings plan match</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Employee Stock Purchase Plan</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Pre-tax commuter benefits</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">And more!</li> <li style="font-size: 12pt; font-family: 'times new roman', times, serif;">Please refer to our page to view detailed benefits at <a href="https://caredx.com/company/careers/" target="_blank">https://caredx.com/company/careers</a></li> </ul> In addition, we have a Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually to a full-time employee who makes the selfless act of donating an organ or bone marrow. With products that are making a difference in the lives of transplant patients today and a promising pipeline for the future, it’s an exciting time to be part of the CareDx team. Join us in partnering with transplant patients to transform our future together. CareDx, Inc. is an Equal Opportunity Employer and participates in the E-Verify program. By proceeding with our application and submitting your information, you acknowledge that you have read our <a href="https://nam04.safelinks.protection.outlook.com/?url=http%3A%2F%2Fcaredx.com%2Fus-personnel-privacy-notice%2F&data=05%7C02%7C%7C82daf31a87e44746b2ea08dceef5e348%7C9ec77d4e480144b4b8fea5749eaf06b0%7C1%7C0%7C638647987067912610%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=2m6s48ae9FuUbrhudLltyYwmxkwF09q91VSr94Shslg%3D&reserved=0" target="_blank">U.S. Personnel Privacy Notice</a><a href="https://nam04.safelinks.protection.outlook.com/?url=http%3A%2F%2Fcaredx.com%2Fus-personnel-privacy-notice%2F&data=05%7C02%7C%7C82daf31a87e44746b2ea08dceef5e348%7C9ec77d4e480144b4b8fea5749eaf06b0%7C1%7C0%7C638647987067924758%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=fvNqQdyyA0YaWb3Y4bxHjbbzsxfJ4EmKAEMFQr39KnU%3D&reserved=0" target="_blank"> </a>and consent to receive email communication from CareDx. ***We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.*** Certain jurisdictions require notice of how we use and protect your personal information. For more information, please read our <a href="https://caredx.com/privacy-center/#ca-privacy">Privacy Policy</a><div class="content-pay-transparency"><div class="pay-input"><div class="description">This is the anticipated base salary range for candidates who will work in Brisbane, California. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and length of experience within the job, the type and length of experience within the industry, education, etc. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and restricted stock units. CareDx is a multi-state employer, and this salary range may not reflect positions that work in other states.</div><div class="title">San Francisco Bay Area Roles:</div><div class="pay-range">$86,000—$107,500 USD</div></div></div>

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