Getlabs

Customer Support

• Serve as the frontline support partner for field teams and internal users, providing hands-on assistance for mobile devices, laptops, and third-party software used in daily operations
• Support non-technical users with patience and empathy, translating technical issues into clear, approachable guidance and ensuring users feel heard and supported
• Troubleshoot and resolve device, access, and connectivity issues quickly and thoroughly, especially in time-sensitive field and patient-facing situations
• Act as the first line of diagnosis for first-party software issues; partner closely with Engineering to document and file Engineering tickets for follow-up
• Manage internal device provisioning, inventory, replacements, and off boarding, coordinating closely with our external IT consulting partner as needed
• Help establish and refine technical operation support process, run-book documentation, and best practices as the company scales
• Support a healthcare-compliant environment by following security access control and data-handling guidelines while balancing speed and usability for frontline teams

Technical Operations Support Specialist

Manager

• Develop, administer, and continuously improve quality programs, processes, and SOPs aligned with regulatory standards and partner requirements (CLSI, CLIA, CAP)
• Lead root cause investigations for all phlebotomy errors, manage the corrective action process, and ensure effectiveness checks are completed within 48 business hours
• Manage internal and external audits, address findings, and formulate partner-facing responses to complaints, nonconforming events, and regulatory citations, and maintain regulatory compliance
• Identify high-risk draws and flag potential issues during onboarding to prevent errors
• Maintain monthly Quality Specialist scorecards, review KPIs, and support development planning
• Analyze clinical data, monitor key performance indicators (KPIs), report on trends, and use insights to enhance patient care and operational efficiency
• Provide strategic direction for quality initiatives to cross-functional teams, collaborate with senior leaders, executives and field operations
• Lead quality initiatives to achieve performance goals; Implement continuous improvement methodologies, refine standard operating procedures (SOPs), and optimize processes for safety, effectiveness, and efficiency
• Risk Management: Identify, assess, and mitigate clinical risks, ensuring new partner launch and trial readiness, and maintaining high standards for patient care

Phlebotomy Quality Manager

Product Designer

• Lead the design of key products with full ownership of web and mobile applications
• Craft intuitive interfaces and engaging user experiences that resonate with our end users
• Work hands-on across UX, UI, and AI-enabled product initiatives
• Collaborate closely with a fast-moving, mission-driven team to explore and implement innovative solutions that drive impact for our patients, partners, and operations teams
• Continuously refine user journeys and interactions, ensuring clarity, ease of use, and delight

Technical Operations Support Specialist

Phlebotomy Quality Manager

Product Designer – UX/UI