Dir, Patient Services Operations

Quest Diagnostics Incorporated; Wood Dale (IL); On-site; USD 160,000 - 200,000; Full time

Benefits offered by this job

Best-in-class benefits

Annual incentive program

401(k) with company match

Job summary

Quest Diagnostics Incorporated is seeking a regional leader to drive the Great Midwest Patient Services organization across multiple geographies. The role oversees 1,000+ employees, ensures service quality, compliance, and a superior patient experience while partnering with Commercial teams on growth strategies.

The position offers a base salary range of $160,000-$200,000 plus a 20% annual incentive plan, with eligibility for annual performance bonuses and comprehensive benefits.

Qualifications

• Bachelor of science or higher
• 10+ years of experience leading people and driving business results
• Proven ability to lead large geographically dispersed teams
• 6+ years in field operations, laboratory, healthcare, or customer-facing field

Responsibilities

• Leading People & Teams: manages territory managers and drives engagement and development
• Operational Oversight: focus on patient satisfaction, productivity, quality and compliance
• Overal patient experience: responsible for end-to-end patient experience
• Financial acumen: profitability, budgeting, staffing optimization
• Relationship Management: align with growth strategy and commercial partnerships

Skills

Leadership

Communication

People management

Strategic thinking

Education

Bachelor of science or higher

Tools

Word

Excel

PowerPoint

Job description

Responsible for the leadership of territory managers in multiple geographies in the Great Midwest Region scope is 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.

This position may be based anywhere in the Great Midwest Region, preference for Chicago, Indianapolis, Denver, Kansas City, St. Louis and Cincinnati.

Pay Range: $160,000-$200,000 + 20% AIP

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

BenefitsInformation:

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day1Medical,supplementalhealth,dental&visionforFTemployeeswhowork30+hours
• Best-in-classwell-beingprograms
• Annual,no-costhealthassessmentprogramBlueprintforWellness
• healthyMINDSmentalhealthprogram
• VacationandHealth/Flex Time
• 6Holidaysplus1\"MyDay\"off
• FinFitfinancialcoachingandservices
• 401(k)pre-taxand/orRothIRAwithcompanymatchupto5%after12monthsofservice
• Employeestockpurchaseplan
• Lifeanddisabilityinsurance, plusbuy-upoption
• FlexibleSpendingAccounts
• Annualincentiveplans
• Matchinggiftsprogram
• Educationassistancethrough MyQuestforEducation
• Careeradvancementopportunities
• ...andsomuchmore!

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: 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, should have 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.

Physical and Mental Requirements:

• Valid driver's license

Knowledge:

• Strong financial acumen, with demonstrated experience managing P&L;
• Ability to build relationships while working in a highly matrixed and collaborative organization.,in field operations, laboratory, or related healthcare field.

Skills:

• Strong communication skills (written/verbal)
• PC Skills: Word, excel, PowerPoint

Required:

• Bachelor of science or higher
• Travel between 50-75%

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Quest Diagnostics honors our service members and encourages veterans to apply.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.