Supervisor - MCL Customer Contact Center (MLI)
The MLI Supervisor oversees daily operations within a complex client support environment, ensuring timely resolution of inquiries and seamless coordination across laboratory and business functions. This role balances operational excellence with a strong customer focus, driving initiatives that improve service levels, streamline workflows, and enhance the overall client experience. The successful candidate will think strategically, embrace change, and proactively identify opportunities to strengthen operations and support continued business growth.
Responsible for the management and development of staff. Provides oversight to, and is accountable for quality and service, regulatory compliance, work unit safety, strategic planning, document management, financial management and developing and implementing new services. Works cooperatively with a wide variety of customers, as well as internal and external resources. Completes special projects as assigned by the laboratory consultant/director(s), administrator and/or operations manager(s). Drives service excellence through the analysis of customer experience insights, feedback trends, and operational performance to improve outcomes for patients, providers, and laboratory customers. Evaluates customer journeys to identify service gaps, reduce friction, and enhance the overall customer experience across support channels. Leverages operational, workforce, quality, and customer experience data to identify trends, mitigate risks, and inform business decisions. Translates customer and stakeholder feedback into actionable insights that shape operational priorities and continuous improvement efforts. Champions the adoption of technology, automation, and emerging tools to improve operational effectiveness, employee efficiency, and customer experience.
This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position. Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
**Individuals hired to this position are required to complete 2 years in this position before becoming eligible to transfer to other positions within Mayo Clinic**
Bachelor's degree from an accredited institution in clinical laboratory science (CLS), medical laboratory science (MLS), or medical technology (MT) and six years of relevant clinical laboratory experience with four years after obtaining the qualified bachelors degree. OR Bachelor's degree from an accredited institution in addition to a certificate in medical laboratory science (MLS) or another clinical laboratory specialty certificate, and six years of clinical laboratory experience with four years after obtaining the qualified bachelors degree. Certificates will be reviewed and approved on a case-by-case basis.
OR Bachelor's degree from an accredited institution in chemistry or biological science and seven years of clinical laboratory experience with five years after obtaining the qualified bachelors degree.
OR Master's degree from an accredited institution in chemical, physical, biological. clinical laboratory science or medical technology and two years of clinical laboratory experience after obtaining the qualified bachelors degrees listed above. In the non-testing laboratories (Laboratory Services, Central Processing, Microbiology Initial Processing, Preparation and Processing, Autotransfusion, IMPACT, Hematopathology Support Lab, Operational Support Unit, MML Operations, and Donor Services) and Histopathology laboratories: Bachelor's degree, preferably in CLS/MLS/MT, management/business, sciences or a health-related field and four years of laboratory or management experience.
Additional Qualifications:
Must have demonstrated leadership, communication (oral and written) and problem-solving ability. Must be highly organized, efficient, and able to work independently. Requires human relations skills to influence and motivate others. ASCP certification or other certification pertinent to the laboratory field may be required depending on the laboratory specialty.
Clinical laboratory experience must include the following additional requirements dependent upon the laboratory:
For Bacteriology, Virology, Clinical Microbiology Molecular, Mycology/Mycobacteriology, Parasitology, Molecular Hematopathology, Clinical Genome Sequencing, Molecular Technologies Laboratories:
At least four years of experience in high complexity testing, one of which is molecular pathology methods.
For Tissue Typing Laboratory:
At least four years of experience in high complexity testing with a minimum of three years' experience in histocompatibility/transplantation and one of which is in molecular pathology methods.
For Conventional Chromosomes, FISH, Microarray Laboratories:
At least two years of experience in clinical cytogenetics.
ALL MUST be included for your application to be considered:
• CV/Resume
• Cover Letter
• Transcripts (unofficial copy accepted)
• Internal candidates must provide their past performance appraisals