Optimization Specialist

Caris Life Sciences; Phoenix (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

Caris Life Sciences is seeking an Optimization Specialist to lead the development, execution, and continuous improvement of CS workflows, training, and processes. The role focuses on driving operational consistency, efficiency, and regulatory compliance across the Account Liaison function, with autonomy and alignment to internal standards.

The ideal candidate has 5+ years in customer support with training experience, HIPAA knowledge, and strong MS Office proficiency.

Qualifications

• 5+ years of experience in customer support with at least 1 year of training experience.
• Knowledge of HIPAA regulations and patient data privacy requirements.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and business internet applications.
• Ability to work independently, prioritize workload, and meet deadlines.

Responsibilities

• Independently develop, maintain, and update SOPs, job aids, and training materials in accordance with quality and documentation standards.
• Conduct root cause analysis to identify operational inefficiencies and implement sustainable solutions that streamline workflows and reduce manual or repetitive tasks.
• Own the design, execution, and rollout of process improvements aligned with organizational goals and regulatory requirements.
• Execute process changes in compliance with Caris Quality DOT and Change Control procedures.
• Continuously assess process performance and quality metrics, initiating enhancements to improve accuracy, efficiency, and scalability.
• Analyze data to support operational initiatives, technology enhancements, and system implementations.
• Deliver onboarding and ongoing training for CS Account Liaisons to ensure consistent knowledge transfer.
• Develop and facilitate training sessions for field sales teams regarding workflow updates.

Skills

Customer support

Training experience

HIPAA knowledge

MS Office

Education

Bachelor’s degree

Tools

Visio

LMS

Job description

At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives. We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting‑edge molecular science and AI, we ask ourselves every day: “What would I do if this patient were my mom?” That question drives everything we do. But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose. Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.

Position Summary

The Optimization Specialist independently drives the development, execution, and continuous improvement of Customer Support (CS) workflows, processes, and training programs to support departmental and organizational objectives. This role serves as a primary owner of process optimization initiatives, ensuring operational consistency, efficiency, and compliance across the Account Liaison (AL) function. The Optimization Specialist proactively identifies improvement opportunities, designs solutions, and implements changes that enhance quality, reduce redundancies, and improve overall performance. The position operates with a high level of autonomy while maintaining alignment with internal standards and regulatory requirements.

Job Responsibilities

• Independently develop, maintain, and update SOPs, job aids, and training materials in accordance with quality and documentation standards
• Conduct root cause analysis to identify operational inefficiencies and implement sustainable solutions that streamline workflows and reduce manual or repetitive tasks
• Own the design, execution, and rollout of process improvements aligned with organizational goals and regulatory requirements
• Execute process changes in compliance with Caris Quality DOT and Change Control procedures
• Continuously assess process performance and quality metrics, initiating enhancements to improve accuracy, efficiency, and scalability
• Analyze data to support operational initiatives, technology enhancements, and system implementations
• Deliver onboarding and ongoing training for CS Account Liaisons to ensure consistent knowledge transfer
• Develop and facilitate training sessions for field sales teams regarding workflow updates
• Serve as a subject matter expert for discrepancy management within the Laboratory Information System
• Conduct quality assessments during training and independently resolve identified gaps
• Ensure regulatory compliance through reinforcement of accurate documentation
• Regularly evaluate SOPs and job aids and recommend updates
• Manage assigned deliverables, performance goals, and key performance indicators
• Communicate process updates clearly to ensure consistent execution
• Independently manage special projects supporting organizational growth and client satisfaction

Required Qualifications

• High school diploma or equivalent
• 5+ years of experience in customer support with at least 1 year of training experience
• Knowledge of HIPAA regulations and patient data privacy requirements
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and business internet applications
• Ability to work independently, prioritize workload, and meet deadlines

Preferred Qualifications

• Bachelor’s degree from an accredited college or university
• 2-3 years of experience in customer support training
• Experience in oncology or medically related administrative functions
• Strong written and verbal communication skills
• Proficiency with Visio and learning management systems
• Cannot reject candidate based on preferred qualifications.

Physical Demands

• Ability to sit, stand, and work at a computer for extended periods
• Ability to present to groups for extended durations
• Ability to operate standard office equipment
• Ability to lift up to 30 pounds

Training

• All job specific, safety, and compliance training are assigned based on the job functions associated with this position.

Other

• Requires schedule flexibility to support varying trainee shifts
• Requires in-person training and educational sessions in an office setting
• Periodic travel and occasional evenings, weekends, or holidays may be required
• May require after-hours response to time-sensitive or emergency issues

Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions) and reference verification.

Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.