Optimization Specialist

Caris MPI, Inc.; Phoenix (AZ); On-site; USD 70,000 - 95,000; Full time

Job summary

Caris Life Sciences seeks an Optimization Specialist to lead CS workflow improvements, develop SOPs, and deliver training to Account Liaisons and field teams. You will analyze processes, drive compliant changes, and monitor performance metrics to enhance accuracy and efficiency.

The role requires independent work, strong communication, and in-person training across the office setting, with occasional travel and after-hours support as needed.

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.
• Strong written and verbal communication skills.
• Proficiency with Visio and learning management systems.

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.
• 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.

Skills

Customer support experience

Training experience

HIPAA knowledge

MS Office proficiency

Visio

LMS proficiency

Communication skills

Education

Bachelor's degree

Tools

Visio

Learning Management Systems

Microsoft Office

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 SummaryThe 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 ResponsibilitiesIndependently develop, maintain, and update SOPs, job aids, and training materials in accordance with quality and documentation standardsConduct root cause analysis to identify operational inefficiencies and implement sustainable solutions that streamline workflows and reduce manual or repetitive tasksOwn the design, execution, and rollout of process improvements aligned with organizational goals and regulatory requirementsExecute process changes in compliance with Caris Quality DOT and Change Control proceduresContinuously assess process performance and quality metrics, initiating enhancements to improve accuracy, efficiency, and scalabilityAnalyze data to support operational initiatives, technology enhancements, and system implementationsDeliver onboarding and ongoing training for CS Account Liaisons to ensure consistent knowledge transferDevelop and facilitate training sessions for field sales teams regarding workflow updatesServe as a subject matter expert for discrepancy management within the Laboratory Information SystemConduct quality assessments during training and independently resolve identified gapsEnsure regulatory compliance through reinforcement of accurate documentationRegularly evaluate SOPs and job aids and recommend updatesManage assigned deliverables, performance goals, and key performance indicatorsCommunicate process updates clearly to ensure consistent executionIndependently manage special projects supporting organizational growth and client satisfactionRequired QualificationsHigh school diploma or equivalent5+ years of experience in customer support with at least 1 year of training experienceKnowledge of HIPAA regulations and patient data privacy requirementsProficiency in Microsoft Office Suite (Word, Excel, Outlook) and business internet applicationsAbility to work independently, prioritize workload, and meet deadlinesPreferred QualificationsBachelor’s degree from an accredited college or university2-3 years of experience in customer support trainingExperience in oncology or medically related administrative functionsStrong written and verbal communication skillsProficiency with Visio and learning management systemsCannot reject candidate based on preferred qualifications.Physical DemandsAbility to sit, stand, and work at a computer for extended periodsAbility to present to groups for extended durationsAbility to operate standard office equipmentAbility to lift up to 30 poundsTrainingAll job specific, safety, and compliance training are assigned based on the job functions associated with this position.OtherRequires schedule flexibility to support varying trainee shiftsRequires in-person training and educational sessions in an office settingPeriodic travel and occasional evenings, weekends, or holidays may be requiredMay require after-hours response to time-sensitive or emergency issuesConditions 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.This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.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.