Laboratory Technical Support Specialist - Program Manager

Company: Labcorp Diagnostics, Labcorp
Location: Raleigh
Posted on: May 27, 2023

Job Description:

Works as an intermediate level application specialist to provide support to clients from initial implementation, through to training, and ongoing client support. Will work with large data sets with the ability to quickly understand and produce reports, troubleshoot, and maintain databases. Program Managers identify problems and provide solutions for both application and client related issues. - They maintain a relationship with the Senior Program Managers and Director to assist in meeting departmental goals and project implementations. Program managers work to maintain client retention and satisfaction. Participates in ongoing application testing and development. RESPONSIBILITIES Laboratory

• Uses knowledge of Medical Laboratory Science in combination with IT skills to support customers in working through application to produce meaningful reports and data sets.
• Demonstrates knowledge of laboratory processes from the pre-analytical, analytical, and post analytical phases.
• Understands quality metrics (key performance indicators), quality control, lab safety regulations, and quality standards in typical laboratory practices.
• Ability to provide excellent communication to clients whose experience varies form C-suite to bench technologists, Support Services, and Specially modules (Blood Bank, Microbiology, Anatomic Pathology).
• Ability to read and interpret scientific papers. Project Management/Customer Experience
  • Effectively manages multiple priorities, initiatives, and projects.
  • Expertise in setting and managing customer expectations.
  • Effectively facilitates meetings and cross-functional teams and communicates effectively in relation to audience.
  • Develops and maintains project documentation to specifically address project scope, deliverables, project plans, cost tracking, resource usage, issue tracking and status reports for multiple and/or large, complex projects.
  • Provides regular reports and project status updates to management, stakeholders, and others.
  • Highlights successes, concerns, milestones, resolved issues and other important information. Documents process standards as required. Develops escalation process to channel issues and concerns to appropriate parties.
  • Excellent ability to problem-solve efficiently and meaningfully.
  • Managing the relationship with groups outside of the project team (end-users, support teams, consultants, vendors, etc.)
  • Excellent verbal and written communications skills; ability to present and explain technical information in a way that establishes rapport, persuades others and gains understanding.
  • Ongoing support for customer retention. Information Technology
    • Able to quickly learn new computer applications.
    • Ability to maintain application use in high volume, large organizations.
    • Ability to see the big picture of the software program and align develop accordingly.
    • Ability to train beginner to advanced end users.
    • Identify and secure Subject Matter Experts (SME) necessary for successful execution of projects.
    • Consult with leaders and SMEs around the business and IT organization as necessary to achieve timely, accurate, and cost-effective delivery.
    • Capture and analyze client & user feedback data.
    • Participate in technical migration, implementation planning, and delivery at system "Go-Live".
    • Act as Business Lead for ongoing development activities in assigned projects.
    • Translate Subject Matter expert input into system requirements and acceptance criteria.
    • Ability to lead and motivate others to apply problem-solving skills and techniques.
    • Strong knowledge and understanding of business needs, with ability to establish and maintain high level of customer trust and confidence.
    • Responsible for coordinating with the Developer(s) to ensure appropriate engagement of SME resources and delivery of testing scenarios, scripts, and test execution.
    • Responsibilities may also include but are not limited to requirements writing, test script creation, providing support to user support teams, troubleshooting, etc.
    • Provide system demos to business units and clients.
    • Coordinate and collaborate with business & technical support team(s) to understand and triage enhancements and defect resolutions identified by users.
    • Interacting with senior management stakeholders to oversee and manage complex projects.
    • Appropriate handling of PHI according to HIPAA regulations. REQUIREMENTS
      • 6+ years of applicable work experience.
      • Leadership skills and management experience preferred.
      • IT/LIS experience with implementation, software maintenance and development.
      • Experience working with executive level clients.
        • Experience with LEAN or Project Management preferred.
        • Advanced Excel skills with large data sets.
        • Knowledge of Notepad++, SQL, Microsoft Office, WebEx, Teams, and SQLite Expert. EDUCATION
          • Minimum Bachelor's Degree in Medical Laboratory Science or similar.
          • ASCP or similar accrediting agency preferred. Pay Range: $77,002 - $125,500 annually Benefits: All job offers will be -based on a candidate's skills and prior relevant experience, applicable -degrees/certifications, -as well as internal equity and market data. -Regular, full-time or part-time employees working 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(K), ESPP, Paid time off (PTO) or Flexible time off (FTO), Commissions, and Company bonus where applicable. - For more detailed information, please -click here. - Labcorp is proud to be an Equal Opportunity Employer: As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply. For more information about how we collect and store your personal data, please see ourPrivacy Statement.

Keywords: Labcorp Diagnostics, Labcorp, Raleigh , Laboratory Technical Support Specialist - Program Manager, Executive , Raleigh, North Carolina