Role Description
The Supervisor, Patient Advocate leads and develops a high-performing, medium-sized team (typically 8–12 direct reports), with a strong focus on coaching, accountability, and engagement. This role ensures consistent, compassionate service to patients and providers while maintaining compliance with HIPAA requirements and proper handling of Protected Health Information (PHI). The Supervisor has deep knowledge of company products and complex processes/systems, drives team performance, supports workflow improvements, and manages escalations that require sound judgment, professionalism, and effective communication skills.
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Manage daily workflow to ensure adequate coverage to consistently achieve service level and productivity goals.
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Cultivate a positive, coaching-focused environment that enhances overall team performance.
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Provide regular feedback, conduct side-by-side reviews, and support team skill development through structured, ongoing coaching plans.
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Partner with the training team to ensure the development and implementation of an effective team training program.
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Manage external customer escalations as well as internal cross-functional escalations and difficult cases.
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Participate in process improvement discussions and support the rollout and adoption of updated procedures or workflows.
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Hire, develop, and train qualified customer service employees.
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Conduct routine quality audits to ensure accuracy, professionalism, and compliance with HIPAA and organizational standard operating procedures.
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Use reporting and key performance metrics to set realistic team and individual goals.
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Interact with patients, clinicians, insurers, sales team and the Customer Service Manager/Director.
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Develop relationships cross-functionally and act as a liaison and/or business stakeholder for all other teams.
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Escalate systemic technical issues and partner with engineering on requirements, testing, and deployment.
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Responsible for the creation and updating of SOPs, escalation paths, and quality assurance frameworks.
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Perform annual performance reviews of direct reports and take appropriate promotion or corrective action.
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Participate in the Quality Assurance plan.
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Comply with applicable CLIA and HIPAA regulations.
Qualifications
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High school diploma or GED equivalent required; bachelor’s degree preferred.
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3+ years of experience in healthcare, laboratory, life sciences, or customer service environments with at least 1 year of leadership experience.
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Extremely versatile and passionate about driving a positive employee and customer experience.
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Ability to prioritize tasks, assignments, and mentorship of team members.
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Demonstrated strong working knowledge of customer relationship management (CRM), telephony, training, Microsoft, Jira, and other commonly used applications.
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Familiarity with managing PHI and understanding HIPAA requirements.
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Ability to interpret metrics, provide developmental feedback, and promote a collaborative, patient-centered team culture.
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Dependable, detail-oriented, professional and able to build teams and motivate employees while working under pressure.
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Effective communication and coaching skills, both verbal and written.
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Ability to adapt schedule as needed to meet business needs.
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Travel as required.
Company Description
For more than 30 years, Myriad Genetics has led the way in precision medicine by delivering important insights to help people make informed health decisions. As a leading molecular diagnostic testing and precision medicine company, we are dedicated to advancing health and well-being for all. Our innovative genetic tests are used across specialties including oncology, women’s health, and mental health, empowering clinicians to personalize treatment and help their patients take proactive steps toward better outcomes.
We are an equal opportunity employer and place high value on inclusion and belonging. We prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.
