Dir, Patient Services Operations
About The Position
The Director, Patient Services Operations leads territory managers across multiple geographies in the Great Midwest Region, overseeing a Patient Services organization of more than 1,000 employees. The role is responsible for service quality, technical procedures, and the overall patient experience, while ensuring compliance with applicable testing requirements and regulations and adherence to departmental budgets. In partnership with the Commercial team, the director develops and supports go-to-market and growth strategies for the geography. The position may be based anywhere in the Great Midwest Region, with preference for Chicago, Indianapolis, Denver, Kansas City, St. Louis, or Cincinnati. The role requires 50–75% travel and a valid driver's license. The stated pay range is $160,000–$200,000, plus a 20% annual incentive plan; salary offers depend on factors including skills, training, experience, education, and applicable certifications.
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, laboratory, or a related healthcare or customer-facing field.
- Strong financial acumen, with demonstrated experience managing P&L.
- Ability to build relationships in a highly matrixed and collaborative organization.
- Strong written and verbal communication skills.
- PC skills, including Word, Excel, and PowerPoint.
- Bachelor of Science or higher.
- Valid driver's license.
- Willingness to travel 50–75%.
Responsibilities
- Manage territory managers and their performance; drive employee engagement, merit and goal setting, workforce planning, talent selection and development, recruiting partnership, succession planning, and leadership pipeline development.
- Oversee metrics and processes related 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.
- Take responsibility for the end-to-end patient experience, including patient health and safety.
- Manage profitability, productivity, staffing optimization, budget adherence, and cost targets.
- Partner with Commercial and align the organization with growth strategy, including community outreach.
- Support partnership deals through due diligence and deal execution.
- Coordinate with appropriate functions and departments to ensure service functions meet operational support needs.
Benefits
- Day 1 medical, supplemental health, dental, and vision coverage for full-time employees working 30+ hours.
- Well-being programs.
- Annual no-cost health assessment program, Blueprint for Wellness®.
- healthyMINDS mental health program.
- Vacation and Health/Flex Time.
- Six holidays plus one “MyDay” off.
- 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, with a buy-up option.
- Flexible Spending Accounts.
- Annual incentive plans.
- Matching gifts program.
- Education assistance through MyQuest for Education.
- Career advancement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Director
