Director Patient Services Operations

Quest Diagnostics Incorporated; Illinois; On-site; USD 160,000 - 200,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

401(k) with company match

Annual incentive plans

Education assistance

Job summary

Quest Diagnostics Incorporated is seeking a Director of Patient Services Operations to lead a large multisite region with a strong focus on end-to-end patient experience, regulatory compliance, and healthy financial performance.

The role oversees territory managers across the Great Midwest, ensuring service quality, regulatory adherence, and collaborative go-to-market growth in the geography. Onsite presence for site visits and leadership meetings is expected.

Qualifications

• 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.

Responsibilities

• Leading People & Teams: Manages territory managers; drives engagement and development; succession planning.
• Operational Oversight: monitors patient satisfaction, productivity, quality, and compliance across sites.
• Overall patient experience: responsible for end-to-end patient experience.
• Financial acumen: manages profitability, staffing optimization, cost targets; budget adherence.
• Relationship Management: partners with Commercial team; growth strategy and community outreach; supports due diligence and deal execution.

Skills

Leadership

People management

Financial acumen

Regulatory compliance

Stakeholder collaboration

Education

Bachelor's degree or higher

Tools

Word

Excel

PowerPoint

Job description

This Director Patient Services Operations will lead a large multisite/state region with a rigorous focus on end-to-end patient experience, regulatory compliance, and robust financial performance. A collaborative people leader, they excel at cultivating high-performing leadership pipelines while aligning with commercial partners to drive strategic growth.

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; and is expected to be onsite/in region for site visits, trainings, leadership meetings.

PayRange:$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.

Benefits Information: 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:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Annual, no-cost health assessment program Blueprint for Wellness
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• …and so much more!

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

• PC Skills: Word, excel, PowerPoint

Required

• Bachelor of science or higher

About The Team

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

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.

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