Shift Lead

Position Summary

XWELL is a leader in promoting health and wellness for airport travelers, with more than two decades of service and continued expansion across travel health and wellness services. Through our partnerships with public health agencies, healthcare organizations, and government stakeholders, we support programs that strengthen disease surveillance, public health preparedness, and traveler health initiatives.

The Shift Lead serves as the frontline operational leader during assigned shifts, ensuring smooth day-to-day execution of station activities and supporting the project in achieving operational goals.

This role provides direct oversight and guidance to Public Health Specialists, Data Entry Specialists, Nurses, and Physicians during assigned shifts. The Shift Lead is responsible for maintaining operational efficiency, ensuring compliance with program protocols, supporting passenger engagement efforts, monitoring workflow, and serving as the primary point of contact for escalations during their shift.

Key Responsibilities

1. Shift Operations Management

• Oversee daily station operations during assigned shifts to ensure efficient workflow and passenger throughput.
• Coordinate staffing assignments and operational coverage to meet business needs.
• Monitor operational performance and address issues in real time to minimize disruptions.
• Ensure all station activities are conducted in accordance with established protocols and procedures.

2. Team Leadership and Support

• Provide day-to-day leadership and support to Public Health Specialists, Data Entry Specialists, Nurses, and Physicians.
• Foster a collaborative, professional, and passenger-focused work environment.
• Support onboarding and training efforts for new team members.
• Reinforce performance expectations and escalate employee concerns to project leadership.

3. Passenger Experience

• Ensure passengers receive a professional, respectful, and efficient experience.
• Support team members in resolving passenger questions, concerns, or service issues.
• Monitor passenger flow and recommend process improvements to enhance operational efficiency and satisfaction.

4. Compliance and Quality Assurance

• Ensure adherence to all CDC protocols, program requirements, HIPAA regulations, and company policies.
• Monitor documentation, specimen collection processes, and data entry activities for accuracy and completeness.
• Conduct routine quality checks and address any identified deficiencies.
• Maintain confidentiality regarding passenger information and protected health information (PHI).

5. Data Integrity and Reporting

• Monitor daily data collection and data entry activities to ensure completeness and accuracy.
• Identify and escalate discrepancies, missing information, or operational issues.
• Support reporting requirements and communicate operational updates to the Station Manager.
• Assist with KPI tracking, including passenger enrollment, data quality, turnaround times, and operational efficiency.

6. Inventory and Supply Management

• Monitor inventory levels throughout the shift and ensure adequate supplies are available.
• Report inventory shortages or supply concerns to the Station Manager.
• Assist with maintaining organized and compliant storage of supplies and materials.

7. Communication and Escalation Management

• Serve as the primary operational contact during assigned shifts.
• Communicate effectively with Station Managers, Area Managers, clinical staff, and operational partners.
• Escalate operational, passenger, staffing, compliance, or safety concerns promptly.
• Provide detailed shift handoff communications to ensure continuity of operations.

8. Health, Safety, and Infection Control

• Promote and enforce strict adherence to infection prevention and control procedures.
• Ensure proper use of personal protective equipment (PPE) and compliance with hygiene standards.
• Support a safe working environment for employees and passengers.
• Report incidents, injuries, or safety concerns according to company procedures.

9. Additional Duties

• Assist with implementation of new initiatives, operational processes, and workflow improvements.
• Support special projects and operational needs as assigned.
• Perform other duties as assigned.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 2 years of leadership, supervisory, or team lead experience.
• Experience working in healthcare, public health, clinical operations, laboratory services, customer service, hospitality, or a related environment.
• Strong organizational, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to lead and motivate cross-functional teams.
• Proficiency with data entry systems, reporting tools, and Microsoft Office applications.
• Ability to work flexible schedules, including nights, weekends, and holidays, as required.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Preferred Qualifications

• Experience working in public health programs, clinical research, healthcare operations, or airport environments.
• Knowledge of HIPAA, infection control practices, and healthcare compliance requirements.
• Previous experience supervising clinical and non-clinical staff.
• Experience supporting CDC, public health surveillance, or healthcare-related initiatives.

Competencies

• Leadership
• Communication
• Accountability
• Customer Focus
• Teamwork
• Adaptability
• Problem Solving
• Attention to Detail
• Results Driven
• Operational Excellence

Benefits

• Competitive Salary
• Medical, Dental, Vision, and Voluntary Coverage Programs
• 401(k) with Corporate Match
• Generous PTO Plan
• Tuition Reimbursement Program