Supervisor - MCL Customer Contact Center (MLI)

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and  comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.

Responsibilities

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**

Qualifications

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

Exemption Status

Exempt

Compensation Detail

Compensation range is $90,604.80 - $136,011.20/ salary. 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.

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Monday - Friday, 7a- 7:30a to 4pm (may change due to business needs) OR Monday - Friday, 8a - 5pm (may change due to business needs)

Weekend Schedule

Weekend hours are not regularly scheduled. Occasional weekend coverage may be required based on business needs, operational demands, or unforeseen circumstances.

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives.  Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" .  Mayo Clinic participates in  E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Recruiter

Briana Priniski