Dir, Patient Services Operations

Quest Diagnostics

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 accountable 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 the region’s go-to-market and growth strategy. The position may be based anywhere in the Great Midwest Region, with preference for Chicago, Indianapolis, Denver, Kansas City, St. Louis, or Cincinnati. Travel is 50–75%. The pay range is $160,000–$200,000, plus a 20% AIP. Successful candidates may be eligible for annual performance bonus compensation.

Requirements

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

Responsibilities

Manage territory managers and support their performance, employee engagement, merit and goal setting, workforce planning, talent selection and development, succession planning, and leadership pipeline development.
Oversee operational 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.
Be responsible for the end-to-end patient experience, including patient health and safety.
Manage financial performance, including profitability, productivity, staffing optimization, budget adherence, and cost targets.
Partner with Commercial on growth strategy, community outreach, and alignment of the organization with growth objectives.
Support partnership deals through due diligence and deal execution.
Serve as a liaison with appropriate functions and departments to ensure service functions meet operational support needs.

Benefits

Day 1 medical and supplemental health, dental, and vision coverage for full-time employees who work 30+ hours.
Well-being programs.
Annual no-cost health assessment program.
Blueprint for Wellness® program.
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.