Exec Dir, Patient Services Great Midwest

Quest Diagnostics

11d•Onsite

About The Position

The Executive Director, Patient Services GMW, is responsible for leading Quest Diagnostics’ Patient Services in the Region, a scope of 2100 employees and 300+ Patient Service Centers and 500+ In-Office Phlebotomist locations. The Executive Director will lead Patient Services strategy and execution driving customer & employee experience, operational excellence and profitable growth for the business. The ideal candidate will have successfully demonstrated experience in driving transformational change across a dispersed geographic footprint in large customer-facing operations, leveraging tools and technology, metrics, analytics and a strong process-oriented approach. This role is a key member on the senior leadership team for the GMW region and is critical in supporting profitable growth in partnership with the Commercial Sales organization. This position directly reports to the Regional President and is based on-site at our Wood Dale, IL office.

Requirements

BA / BS degree required; advanced degree preferred
10+ years of professional experience in a leadership role in a customer service environment
Demonstrated success in overseeing a large, dispersed department or function, with direct impact on service metrics and financial results, experience in best-in-class service industries
Experience leading change and business transformation
Execution / results focus
P&L / business acumen

Nice To Haves

Clinical laboratory or Retail experience is a plus
Health / patient care experience a plus

Responsibilities

Develop Patient Services strategy and execution plan for the business
Deliver exceptional patient centric experience and superior customer service while driving profitable growth
Partner with Commercial sales, Marketing and Regional leadership team on Patient Services priorities and strategic goals, including creating a customer-centric and high-performance oriented team
Own profitability of Patient Services operations
Drive operational excellence by optimizing operations - meet or exceed all metrics such as patient wait time, recollections, patient satisfaction, PSC and IOP cost and productivity, employee turnover, employee engagement and quality metrics, etc.
Grow patient encounters with commercial
Ensure adherence to regulatory, compliance, medical quality and safety (OSHA) guidelines.
Ensure training standards are followed across the entire team, clients, commercial and other ad hoc team members.
Hire, engage and develop leaders in the Patient Services function from supervisors to managers and Director with a strong focus on building a robust leadership pipeline
Facilitate alignment with Logistics and other regional functions in support of streamlined operations and profitable growth
Partner and align with the National Patient Services team in support of priorities and execution of initiatives
Travel within region to ensure high-touch two-way dialogue with employees