Laboratory Corporation of America Customer Care Resolution Administrator in McLeansville, North Carolina

Laboratory Corporation of America Holdings (NYSE:LH), an S&P 500 company is a leading life sciences company, providing comprehensive clinical laboratory and end-to-end drug development services. With a mission to improve health and improve lives, LabCorp delivers world-class diagnostics solutions, brings innovative medicines to patients faster and uses technology to provide better care. With net revenue in excess of $9 billion in 2016, LabCorp's 50,000 employees serve clients in 60 countries.

LabCorp is seeking an Customer Care Resolution Administrator for its McLeansville, NC Location.

Broad Function or Objective :

  • In this role, the employee will be responsible for working directly with many of the key functional areas within RCM, which could include, but not limited to Third Party, Patient Customer Service, A/R Cash Applications, The Learning Center and the Lean Process Excellence Team. They will handle tough and complex customer issues by analyzing the problem and defining solutions effective in addressing the customer complaints and eliminating reoccurrence of the issue.

  • To take a leading role in the maintenance of a company-wide complaints reporting and tracking system and with the Departmental investigation of and responses to complaints.

  • They will be responsible for resolving customer service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.

Principal Responsibilities

  • Administer a consumer complaint monitoring program designed to detect process, training, and employee opportunities, and promote fair outcomes for consumers who submit complaints by periodically evaluating the issues.

  • Provide monthly complaint reporting to SVP of RCM that includes a list of all categorized complaints along with relevant trending analysis.

  • Attend and participate in Monthly Customer Complaint Group meetings.

  • Work directly with the Senior leadership of all impacted areas

  • Seek to identify root causes

  • Facilitate Process Improvement events to understand gaps in the process and make recommendations for improvement.

  • They will be responsible for gathering the patient complaints and will handle the communications from start to finish- including initial communications with the CEO and SVP of RCM.

  • Provide written responses of the escalated complaint to the CEO

  • Facilitating analysis on all facets of RCM operations to identify, reduce, eliminate escalated customer complaints.

  • Provide process optimization ideas and recommendations for further continuous improvement activities to process owners.

  • Building strong relationships with key stakeholder in the process of identifying and breaking down obstacles and collaborating with key players to influence change.

  • Collaborating with process owners to define the current state process and design a future state value streams, and utilize data driven decision making, including effective collection and monitoring of metrics for use in planning and prioritizing continuous improvement activities.

  • Communicate process improvement recommendations, updates, and achievements with key stakeholders

  • Take a leading role in the maintenance of a RCM-wide complaints reporting and tracking system and with the Departmental investigation of and responses to complaints.

  • The role will be responsible for ensuring customer needs/issues are identified and handled timely

  • Collaborate with all impacted parties relating to the complaint escalation.

  • Expedient and consistent response to customer complaints formally, in writing.

  • Ensure departmental policies and standard operating procedures are aligned to address the root cause and eliminate future occurrences.

  • Interact directly with business unit Subject Matter Experts on escalated complaints to resolve complaints (as necessary).

  • Partner with Senior Vice President and Director of Patient Customer Service on all Escalations.

  • Ensure timely, accurate and complete responses are provided to the customer.

  • Oversee, monitor and resolve complaint escalations

  • Perform data analysis and metric reporting to illustrate trends and mitigate risk.

  • Identify any global service issues that are revealed during the complaint and resolution process and provide recommendation for resolution.

  • Prepare and present findings/proposals to senior leadership with recommendations, including issue, impact to LabCorp, cost benefit analysis, risk mitigation, prevention and action plans.

Requirements

Education:

  • A Bachelor's degree in a related field with 7 years of experience or the equivalent as evidenced by a combination of formal education/training and experience

  • Lean and Six Sigma experience a plus

Experience:

  • LCBS and LIS systems knowledge is a plus

  • Excellent Communication and Presentation skills

  • Demonstrated success identifying opportunities for improvement and ability to manage complex issues and understand cross-functional processes.

Skills:

  • Ability to define a problem statement clearly and accurately, and apply structured and disciplined methodology to identify data-driven root causes. Ability to remain innovative and effective in solution development, risk mitigation and execution.

  • Broad understanding of organization operating processes and strong understanding of financial measurements

  • Demonstrated ability to make courageous recommendations and decisions to drive significant organizational change based on data driven facts. Challenges status quo.

  • Excellent problem solving technical aptitude and decision making skills

  • Ability to meet multiple deadlines in short timeframes

  • Follow-up and attention to detail required

  • Ability to make quality decisions and resolves problems rapidly.

  • Attention to Detail

  • Ability to work under pressure

Additional Skills

  • Proficient in Excel, Word, PowerPoint

  • Experience with Visio and Access preferred.

  • Experience with Excel SAS Add-in tools and/or Mini Tab a plus

  • Excellent verbal and written communication skills are required; ability to develop and deliver presentations.

Shift

1

Schedule

Monday - Friday, 8:00am - 5:00pm

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.