Lead daily operations for a Lab Visit Support team of approximately 10 Member Support Agents. Responsibilities include real-time staffing and workload allocation, coaching and performance management, escalation resolution, quality oversight, onboarding, KPI monitoring, process improvement, cross-functional collaboration, and reporting operational insights. The role requires rotating weekend and holiday on-call coverage and supports members during lab visits, including Quest and mobile phlebotomy appointments.
About Us
The Role
What You’ll Do
Qualifications
To be a strong fit, you embody our Core Values
Why You'll Love Working With Us
Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond the limitations of traditional care and enabling comprehensive, continuous insight into human biology. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024, and is venture-backed by Redpoint and other leading venture firms. Over half a million members have joined Function to take control of their health.
Through comprehensive lab testing, MRI and CT imaging, longitudinal data, and guidance from AI and clinical teams, Function gives members a complete and continuous view of their health — and the clarity to act on it. Through acquisitions across imaging, mobile phlebotomy, and supplement tracking and optimization, Function is building an integrated health platform that spans the full path from testing to health clarity to daily action.
Function recently announced a $298M Series B and is entering its next chapter of growth. As we scale, the quality and durability of our People systems, data, and insights will directly shape our ability to attract, retain, and support exceptional talent.
We are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health, has a relentless bias toward action, and a growth mindset. Function fosters a collaborative and dynamic environment where every day we build the future.
We are seeking a Lab Visit Support Lead to own the day-to-day operations and performance of an LVS team (“POD”) of approximately 10 Member Support Agents. This role sits at the center of frontline execution: ensuring work is prioritized effectively, staffing and workflows are adjusted in real time, escalations are resolved quickly, and the team consistently delivers a high-quality member experience.
Lab Visit Support (LVS) is the team responsible for providing real-time support to Function members on the day of their lab visit, whether at a Quest location or during a mobile phlebotomy appointment. The team handles whatever comes up to keep visits on track—from check-in and Quest navigation issues to same-day lab order corrections, add-on tests, scheduling changes, cancellations, test preparation questions, and system outages—all while managing live inboxes and phone lines in a fast-paced environment.
The LVS Lead is both an operational leader and people manager. You will directly manage MSAs and Senior MSAs, providing real-time coaching, performance feedback, development, and accountability while ensuring the team meets its daily operational goals. You’ll empower Senior MSAs to serve as frontline resources while stepping in on complex escalations, critical errors, or situations requiring leadership judgment.
You will work in close partnership with the LVS Manager, serving as their primary source of visibility into frontline performance, emerging trends, and operational friction. While the Manager focuses on longer-term strategy, workforce planning, performance trends, and scalable improvements, the Lead owns the daily execution and decisions that keep the team performing at a high level today.
Given that Lab Visit Support operates Monday–Sunday across multiple time zones, this role will periodically require weekend and/or holiday on-call coverage on a rotating schedule with other leaders.
- Lead Day-to-Day Operations: Own real-time execution for your Lab Visit Support POD, ensuring work is prioritized, delegated, and completed effectively while stepping in to resolve high-impact issues and escalations.
- Manage & Develop the Team: Directly manage MSAs and Senior MSAs, providing ongoing coaching, feedback, performance management, and development while fostering a culture of accountability and growth.
- Drive Team Performance: Monitor productivity, quality, adherence, and other key performance indicators, identifying performance gaps and taking action to ensure the team consistently meets expectations.
- Own Real-Time Staffing & Scheduling: Manage day-to-day staffing and workload allocation, including schedules, coverage, overtime, time off, and adjustments based on changing member demand.
- Ensure Quality & Operational Excellence: Partner with Senior MSAs to maintain high quality standards, address critical errors and recurring coaching themes, and ensure consistent adherence to established processes.
- Lead Escalation Management: Serve as the leadership point of contact for complex or high-priority member and operational escalations, supporting Senior MSAs and making timely decisions to keep lab visits on track.
- Support Onboarding & Training: Oversee the onboarding and ramp of new team members, partnering with Senior MSAs to ensure new hires develop the knowledge, judgment, and confidence needed to operate independently.
- Identify & Drive Improvements: Surface trends, workflow inefficiencies, documentation gaps, and tooling opportunities, owning day-to-day improvements and partnering with the Manager on broader operational initiatives.
- Partner Cross-Functionally: Collaborate with teams across Member Experience and Operations to investigate issues, improve workflows, and ensure a seamless member experience.
- Provide Operational Insights: Maintain close partnership with the LVS Manager, surfacing frontline performance, staffing, quality, and member-experience insights that inform broader workforce planning and team strategy.
- Build Team Culture: Lead regular team touchpoints and create an environment of strong communication, collaboration, accountability, and connection to Function’s mission.
Qualifications
- Proven experience managing, coaching, and developing frontline teams, including end-to-end performance management and accountability.
- Strong real-time operational judgment, with the ability to quickly prioritize, make staffing and workflow decisions, and solve problems in high-volume environments.
- Highly action-oriented and accountable, with the ability to manage competing priorities and maintain a high bar for quality and member experience.
- Strong coaching skills, with the ability to deliver clear, constructive feedback in the moment and through structured performance conversations.
- Excellent communication and interpersonal skills, with the ability to build trust across frontline teams, senior team members, and leadership.
- Strong attention to detail and operational awareness, with the ability to identify issues early, exercise independent judgment, and drive resolution.
- Excellent written and verbal communication skills, including the ability to consistently represent Function’s brand voice.
- Ability to work Monday–Friday, including Mondays as a critical coverage day.
- Open roles will support either:
- 6:00 a.m.–3:00 p.m. ET or
- 11:00 a.m.–8:00 p.m. ET
- Both support leads will have to be available for periodic weekend and holiday on-call coverage.
- Open roles will support either:
Your dedication to these responsibilities will directly contribute to the success of our platform and the satisfaction of our users. We are looking for a proactive, skilled, and forward-thinking individual to join our team and help shape the future of our services.
- Ruthless Prioritization:
- We don’t let perfect get in the way of progress.
- We move quickly to drive value, not perfection.
- We prioritize what drives impact.
- We never compromise on standards of excellence.
- Member-First, Always:
- We design and deliver like we’re caring for someone we love.
- We create calendar, actionable, human experience.
- We prioritize responsiveness, peace of mind, and outcomes.
- We empower members with truth, clarity, and care.
- One Team, Moving Fast:
- We are aligned in purpose, prioritization, and speed.
- We gather diverse perspectives to make informed decisions.
- We clear paths for each other and move fast together.
- We communicate clearly and respectfully, rallying around shared goals.
- Radical Ownership, Relentless Execution:
- We don’t just ship– we own outcomes and drive results.
- We act with urgency and precision
- We anticipate, initiate, and follow through.
- We meet challenges with grit and pragmatism.
- We embrace new tech to deliver better outcomes.
- Mission Over Ego:
- We are ruthlessly aligned to our mission - and leave ego at the door.
- We disagree and commit.
- We don't tolerate politics or withholding information.
- We operate with honesty, transparency, and respect.
- Sustained Integrity in Every Detail:
- We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
- We prioritize clinical precision - data must be right.
- We sweat the details because outcomes depend on them.
Why You'll Love Working With Us
We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged. If you are a highly motivated and experienced individual who is passionate about using technology to improve people’s lives, we would love to hear from you.
At Function, we celebrate diversity and are committed to building a diverse and inclusive workforce. As an equal opportunity employer, we do not discriminate on the basis of race, color, gender identity, ancestry, religion, age, sexual orientation, national origin, disability, marital status, Veteran status, or any other occupationally irrelevant criteria.
Join the Function Health team and become a part of our mission to build a healthier future for all. Discover more about us and how we're changing the face of healthcare at Function Health.
Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during the hiring process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at [email protected].
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