Dir, Patient Services Operations Southwest Region

Quest Diagnostics • Irving, TX

13d

About The Position

The Director, Patient Services Operations is responsible for leading territory managers across multiple geographies in the Southwest Region. The role oversees service quality, technical procedures, the overall patient experience, compliance with applicable testing requirements and regulations, and departmental budgets. In partnership with the Commercial team, the director develops go-to-market and growth strategies for the geography.

The position manages four territory managers within a geographic market of 1,000+ employees and requires travel of 50–75%.

Requirements

• 10+ years of experience leading people and driving business results.
• Proven ability to lead large, geographically dispersed teams.
• 6+ years of experience in field operations, a laboratory, or a related healthcare field.
• Bachelor of Science degree or higher.
• Valid driver's license.
• Strong financial acumen, including demonstrated experience managing P&L.
• Ability to build relationships in a highly matrixed and collaborative organization.
• Strong written and verbal communication skills.
• PC skills in Word, Excel, and PowerPoint.
• Ability to travel 50–75%.

Responsibilities

• Manage territory managers, including employee engagement, merit and goal setting, workforce planning, talent selection and development, recruiting partnership, succession planning, and leadership-pipeline development.
• Oversee operational metrics and processes relating to patient satisfaction, productivity, quality, and recollection across patient service centers, client offices (IOP), mobile teams, long-term care facilities, and hospital processing sites.
• Ensure adherence to regulatory and compliance guidelines and applicable testing requirements.
• Take responsibility for the end-to-end patient experience, including patient health and safety.
• Manage profitability, productivity, staffing optimization, budgets, and cost targets.
• Partner with Commercial on growth strategy and community outreach, and align the organization with the strategy.
• Support partnership deals through due diligence and deal execution.
• Coordinate with appropriate functions and departments to ensure service functions meet operational support needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Director