Job summary

BostonGene is seeking a Senior Manager of Clinical Operations & Customer Success to lead and develop the Client Services team that supports clinicians, pathology laboratories, patients, and internal stakeholders throughout the clinical testing lifecycle.

This role is responsible for the end-to-end operational performance of BostonGene's clinical testing business. This role oversees Clinical Operations, Client Services, customer onboarding, customer success, quality, productivity, and scalability.

Responsibilities

Team Leadership & Service Operations

• Lead, coach, and develop Clinical Client Services team members across the U.S. and international locations.
• Establish performance expectations, service standards, and key operational metrics.
• Monitor team productivity, service levels, and case turnaround times.
• Ensure timely and professional responses to inquiries from clinicians, pathology laboratories, patients, and internal stakeholders.
• Manage escalations and complex customer issues through resolution.

Clinical Case & Workflow Management

• Oversee intake and review of clinical testing documentation to ensure completeness and compliance before testing.
• Ensure all required paperwork, consents, and supporting documentation are received and accurately processed.
• Monitor specimen receipt workflows and coordinate with laboratory teams to resolve discrepancies.
• Ensure clinical reports are delivered accurately and promptly to ordering providers.
• Maintain high standards of quality, compliance, and customer experience throughout the testing lifecycle.

Operational Excellence & Process Improvement

• Continuously evaluate operational workflows to identify opportunities for increased efficiency, automation, and scalability.
• Partner with Clinical Operations, Laboratory Operations, IT, and Product teams to implement process improvements and technology solutions.
• Develop and maintain standard operating procedures and training materials.
• Establish reporting and dashboards to monitor operational performance and identify trends.

Billing & Reimbursement Support

• Serve as a subject matter expert for client-facing billing and reimbursement processes.
• Collaborate with billing teams to resolve payer-related issues impacting testing services.
• Communicate directly with insurance carriers and payers regarding coverage, reimbursement, prior authorization, and claim-related matters when necessary.
• Identify reimbursement trends and recommend process improvements to reduce denials.

Team Leadership & Service Operations

• Lead, coach, and develop Clinical Client Services team members across the U.S. and international locations.
• Establish performance expectations, service standards, and key operational metrics.
• Monitor team productivity, service levels, and case turnaround times.
• Ensure timely and professional responses to inquiries from clinicians, pathology laboratories, patients, and internal stakeholders.
• Manage escalations and complex customer issues through resolution.

Qualifications

• Bachelor's degree in Life Sciences, Healthcare Administration, Business, Engineering, or related field
• 5+ years of leadership experience in diagnostics, laboratory operations, pathology, molecular testing, or healthcare operations.
• 2+ years of people management experience.
• Strong understanding of clinical laboratory workflows and healthcare operations.
• Experience supporting billing, reimbursement, insurance verification, or payer interactions.
• Demonstrated experience leading process improvement and operational efficiency initiatives.
• Proven success in improving operational KPIs and customer satisfaction
• Use of Salesforce is a plus.

Our offering

$100,000 - $200,000