Field Service Manager

Millennium Health LLC is an accredited specialty laboratory with more than a decade of experience in medication monitoring and drug testing services, helping clinicians monitor the use and misuse of prescription medications and illicit drugs. Healthcare professionals use the testing to obtain objective information about patients' recent use of prescription medications and / or illicit drugs, and it helps monitor the effectiveness of treatment plans.

As a Manager of Field Service, you will be responsible for mentoring and managing field-based Laboratory Service Assistants (LSAs). LSAs are responsible for collecting biological specimens, including urine, oral fluid, and blood, in a clinic setting. The Manager, Field Service is also responsible for managing the communications between the corporate office, sales team, and LSAs.

• Facilitate communication between the LSA, field sales, and corporate office to help build, mentor and manage field teams and ensure customer retention metrics are achieved
• Develop and maintain effective, cooperative, and collaborative relationships with internal and external customers
• Provide consistent feedback to field sales and leadership related to account activity and the successful resolution of service-level issues
• Collaborate with the Sales team to share market intelligence on new and existing customers in the region / territory
• Conduct regular one one-on-one meetings with LSA team to proactively discuss service level issues, address customer feedback, and offer training and support to ensure employee engagement and customer retention.
• Conduct ride-along to audit the overall quality of work, and to observe, reinforce, or improve adherence to compliance requirements and customer satisfaction
• Discuss account satisfaction metrics and data from customer satisfaction surveys to improve LSA performance and account retention
• Create and deliver analysis and audit reports of the Field Services Program
• Ensure LSA is committed to providing the highest standards of ethics and adherence to the Principles of Excellence
• Responsible for teams' compliance documentation and quarterly audits to ensure consistency and adherence to compliance regulations
• Ensure timely and appropriate actions are taken to support the growth and development of LSA staff, i.e., coaching, written warnings, performance plans, or termination to address LSA compliance violations, inappropriate behavior, or failure to meet performance expectations, close partnership with Compliance, HR Business Partner, and Sales Leadership
• Ability to ensure HIPAA, Confidentiality, and Compliance policies, procedures, and standards are always adhered to.
• Ability to ensure administrative, physical, and technical cyber security controls are always adhered to.

Requirements

Benefits

Potential Hiring Range :