[Hiring] Lab Visit Support Lead @Function Health

Role Description

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.
• 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:

• Check-in and Quest navigation issues.
• Same-day lab order corrections.
• Add-on tests.
• Scheduling changes and cancellations.
• Test preparation questions.
• System outages.

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.

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.
• Operational friction.

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.

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.

Requirements

• Open roles will support either:
• 6:00 a.m.–3:00 p.m. ET
• 11:00 a.m.–8:00 p.m. ET
• Periodic weekend and holiday on-call coverage.

Benefits

• Competitive salary and benefits package.
• Flexible working hours.
• Dynamic work environment where creativity and innovation are encouraged.

Company Description

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 .