Lab Visit Support Lead

Function Health
United States
Workplace: RemoteFull timeFunction: Laboratory & Clinical OperationsSkills: ["Communication","Coaching","Interpersonal skills","Accountability","Attention to detail"]

Own the day-to-day execution of a Lab Visit Support (LVS) team responsible for real-time member assistance on lab visit days. Lead a POD of about 10 Member Support Agents, coaching performance, monitoring quality and KPIs, and managing staffing, scheduling, and escalations. Partner cross-functionally to resolve complex issues, support onboarding, and surface frontline insights that improve workflows and the member experience.

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FursaFursa
Function Health
Function Health
1 day ago

Lab Visit Support Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own the day-to-day execution of a Lab Visit Support (LVS) team responsible for real-time member assistance on lab visit days. Lead a POD of about 10 Member Support Agents, coaching performance, monitoring quality and KPIs, and managing staffing, scheduling, and escalations. Partner cross-functionally to resolve complex issues, support onboarding, and surface frontline insights that improve workflows and the member experience.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Laboratory & Clinical Operations
Seniority: Manager level

Key Responsibilities

  • •Own real-time execution for the Lab Visit Support POD, ensuring work is prioritized, delegated, and completed effectively while resolving high-impact escalations.
  • •Directly manage Member Support Agents and Senior Member Support Agents, including coaching, feedback, performance management, and development.
  • •Monitor productivity, quality, adherence, and key performance indicators; identify gaps and take action to meet daily expectations.
  • •Manage real-time staffing and scheduling, including schedules, coverage, overtime, time off, and adjustments based on member demand.
  • •Serve as the leadership point of contact for complex/high-priority member and operational escalations, while overseeing onboarding and driving day-to-day process improvements.

Key Requirements

  • •Proven experience managing, coaching, and developing frontline teams with end-to-end performance management and accountability.
  • •Strong real-time operational judgment to prioritize work, make staffing/workflow decisions, and solve problems in high-volume environments.
  • •Highly action-oriented, accountable approach for managing competing priorities while maintaining a high bar for quality and member experience.
  • •Strong coaching skills with the ability to deliver constructive feedback and run structured performance conversations.
  • •Excellent written and verbal communication skills to represent the brand voice and build trust across frontline teams and leadership.
Experience:HealthcareFrontline supportMember experienceOperations
Skills:CommunicationCoachingInterpersonal skillsAccountabilityAttention to detail

Company Brief

Function Health
Function Health develops digital health solutions to support chronic disease management, delivering personalized care pathways, remote monitoring, and patient engagement tools to improve outcomes and reduce healthcare costs for people with long-term conditions.
Industry: HealthTech
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