Manager Concierge Operations

Job Description

Job Description

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You'll Do:
As the HealthCare Manager, Concierge Operations at First Advantage, you will drive the overall vision and provide transformational leadership for our Clinical Concierge team, who is unique in playing a hybrid role of both fulfillment and customer support. You will manage the operational activities of our U.S. organization, ensuring day-to-day operations and processes run smoothly, efficiently, and consistently. This pivotal leadership role involves ensuring accountability, process adherence, KPI management, and cross-functional coordination. You will also oversee the team's customer support efforts, ensuring a customer-centric approach that prioritizes the needs and satisfaction of our customers. You will be strong in collaboration, working closely with various departments to achieve operational excellence. This high-impact position is designed to support sustainable growth and operational excellence, ultimately benefiting our customers.

This is a fully remote position (Work from Home) based in the United States.

Responsibilities:

• Drive overall Clinical Concierge strategy and establish & monitor Clinical Concierge KPIs to assess the team’s performance
• Monitor ongoing or escalated issues impacting operations and customer program performance, and coordinate resolutions to ensure optimal performance and customer satisfaction
• Collaborate with customer-facing groups to problem-solve and implement customers' unique operational and/or technical requirements to optimize the customer experience and enhance effectiveness
• Support in driving productivity & quality, and lead process improvement initiatives
• Measure the effectiveness of Clinical Concierge by defining operational metrics, tracking systems, and reporting to the Healthcare Leadership team
• Review trends for order volume, phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made
• Review quality performance measurements, provide input for coaching performance/action plans as applicable plus staff development and leadership coaching
• Drive new business growth through greater advocacy reference-ability
• Ensures that customer satisfaction is achieved through effective communication, problem solving, and efficient processes
• Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives

What You May Need to be Successful:

• 5-8+ years’ experience in operations or customer service management with a technology/Saas company, with at least 3+ years in a leadership role. Experience working with drug and occupational health screenings, preferred
• Strong leadership, organizational, and project management skills to manage multiple responsibilities
• Strategic and creative thinker with a bias for action; strong conflict resolution and negotiation skills
• Exceptional communication and interpersonal abilities, with a collaborative mindset
• Extensive analytical skills with experience in data modeling, dashboards, and operational KPI’s
• Strong listening skills, attention to detail, decision-making skills, and easily adapts to change

Why First Advantage is Your Next Big Career Move:

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
Additional benefits offered to our eligible people include:

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
• Access to tech and growth opportunities, and leaders who want you to succeed!

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

The salary for this position is approximately $70- $80K USD annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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