Key Responsibilities
· Own the strategy and execution of Baylor’s service offerings, including value-add services, such as post-test counseling services, phlebotomy services and other customer/patient-facing touch points.· Identify, design, and implement new services that provide differentiated value to customers and patients.· Maintain alignment of service offerings with evolving clinical guidelines, payer policies, and regulatory requirements.· Evaluate and redesign processes to improve efficiency, quality, and user experience across all service touch points.· Collaborate with Digital Product Owners to drive automation and digital solutions (e.g., digital consents, online requisition forms, provider tools) that enhance service delivery.· Collaborate with technology, product, operations, and commercial teams to implement service innovations.· Serve as a key liaison between clinical operations, sales, marketing, product, regulatory, and customer service to ensure seamless service integration.· Lead change management efforts as Baylor evolves its service model for national and international customers.· Define and monitor key performance indicators (KPIs) for service quality, turnaround time, and customer satisfaction.· Use data to drive decisions on service enhancements, sunsetting of low-value services, and resource prioritization.QualificationsEducation & CertificationsMaster’s degree in genetic counseling, public health, healthcare administration, or related field required.Experience· 10+ years of experience in genetic services, clinical operations, or related healthcare services.· 3+ years of experience in leadership roles managing service delivery or clinical operations.· Demonstrated experience innovating and implementing new services or programs in a laboratory or healthcare setting.· Experience with change management and cross-functional collaboration in a complex organizational environment.Skills & Attributes· Strong strategic thinking with a passion for problem-solving and continuous improvement.· Ability to translate customer and patient needs into scalable service solutions.· Excellent communication and collaboration skills; able to work effectively across clinical, technical, and commercial teams.· Comfort with data-driven decision-making and use of workflow automation tools (e.g., Microsoft Power Automate, Salesforce).Preferred Qualifications· Experience with genomic testing service models (prenatal, rare disease, oncology, etc.).· Familiarity with test utilization management, payer requirements, and regulatory considerations for genetic services.· Experience in transitioning or managing services in a commercial lab environment
