Director, Patient Services Operations
Quest Diagnostics
Summary
Responsible for the leadership of territory managers in multiple geographies in the Great Midwest Region, with scope of 1,000+ employees in the Patient Services organization. Responsible for the quality of services and technical procedures, and the overall patient experience. Ensures compliance with applicable testing requirements, regulations and departmental budgets. In partnership with the Commercial team, responsible for the go-to-market and growth strategy in the geography.
Job description
Responsibilities
- Leading People & Teams: Manages territory managers in the performance of their role; drives employee engagement; merit and goal setting; workforce planning; selection and development of talent; strong partnership with recruiting team; responsible for succession planning and development of leadership pipeline
- Operational Oversight: metric & process focus on patient satisfaction, productivity, quality and recollection in patient service centers, client offices (IOP), mobile team, long-term care facilities and hospital processing sites; ensures adherence to regulatory and compliance guidelines
- Overall patient experience (patient health & safety): Responsible for end-to-end patient experience
- Financial acumen: including profitability, productivity, staffing optimization; adherence to budget and reaching cost targets
- Relationship Management: Commercial partnership; growth strategy; M&A: Aligns organization with growth strategy to include commercial partnership and community outreach; supports partnership deals through due diligence and deal execution; liaison with all appropriate functions and departments to ensure that service functions are meeting operational support needs
Qualifications
- People-centered approach to running the business, with 10+ years of experience leading people & driving business results
- Proven ability to lead large geographically dispersed teams
- 6+ years experience in field operations, laboratory, or related healthcare or customer-facing field
- Valid driver's license
- Strong financial acumen, with demonstrated experience managing P&L
- Ability to build relationships while working in a highly matrixed and collaborative organization
- Strong communication skills (written/verbal)
- PC Skills: Word, Excel, PowerPoint
- Bachelor of Science or higher
- Travel between 50-75%
Requirements
- 10+ years of experience leading people & driving business results
- Proven ability to lead large geographically dispersed teams
- 6+ years experience in field operations, laboratory, or related healthcare or customer-facing field
- Valid driver's license
- Strong financial acumen, with demonstrated experience managing P&L
- Ability to build relationships while working in a highly matrixed and collaborative organization
- Strong communication skills (written/verbal)
- PC Skills: Word, Excel, PowerPoint
- Bachelor of Science or higher
- Travel between 50-75%
Benefits
- Medical, Dental & Vision
- Well-being programs
- Health assessment program
- Mental health program
- Vacation & Flex Time
- 6 Holidays plus MyDay
- Financial coaching
- 401(k) Matching
- Roth IRA
- Employee stock purchase plan
- Life insurance
- Disability insurance
- Flexible Spending Accounts
- Annual incentive plans
- Matching gifts program
- Education assistance
- Career advancement opportunities
Company overview
Quest Diagnostics is a leading provider of diagnostic information services, operating one of the largest clinical laboratory networks in the United States. Founded in 1967 and headquartered in Secaucus, New Jersey, the company offers a comprehensive range of diagnostic testing services including routine blood tests, genetic testing, molecular diagnostics, and anatomic pathology. Quest serves approximately one-third of American adults and physicians annually through its network of approximately 2,250 patient service centers and extensive outreach operations. The company processes over 500,000 test requests daily, providing critical data that helps healthcare providers make informed decisions about patient care. Quest Diagnostics has been at the forefront of diagnostic innovation, developing advanced testing capabilities for cancer, cardiovascular disease, infectious diseases, and neurological disorders. The company plays a vital role in public health through its participation in disease surveillance and population health management initiatives.