Director, Customer Service (FT, 40 hours) at BioReference Laboratories, Inc. in Gaithersburg, Maryland

Job Description:

This is an exciting time to join our dynamic organization. OPKO Health is a diversified healthcare company that seeks to establish industry-leading positions in large, rapidly growing markets, including pharmaceuticals, diagnostics, and biologics. OPKO’s diagnostics business includes BioReference Laboratories, the nation's third-largest and fastest growing clinical laboratory over the last 35 years, which provides diagnostic testing to physician offices, hospitals, and clinics, among others, and GeneDx, a rapidly growing genetics and genomics laboratory that applies cutting edge technologies to make efficient clinical diagnostic testing and interpretation available for individuals with rare and common genetic conditions. Come join our team and become part of something big, by making our patients and customers the highest priority.

The Director of Customer Service will direct and oversee the GeneDx customer service operations.

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains departmental supervisory staff.


• Oversees the daily workflow of the department.


• Provides constructive and timely performance evaluations.


• Handles discipline and termination of employees in accordance with company policy.

Duties/Responsibilities:

• Drafts, implements, and executes policies and procedures to facilitate a quality and compliant customer service experience.


• Establishes performance metrics for customer service representatives.


• Establishes service levels and requirements for the department.


• Develops and implements methods to record, assess, and analyze customer feedback.


• Develops and implements training and quality assurance programs for new hires and experienced employees.


• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.


• Acts as a liaison between the customer service department and other divisions in the company.


• Drafts and implements the department’s budget.


• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.


• Excellent interpersonal and customer service skills.


• Excellent organizational skills and attention to detail.


• Strong analytical and problem-solving skills.


• Strong supervisory and leadership skills.


• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Bachelors degree required.


• At least five years of related experience and prior management experience required in a clinical laboratory or related company


• Knowledge of medical terminology, technical genetics

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.


• Must be able to lift up to 15 pounds at times.