Manager, PSD Service Integrity

Sonora Quest Laboratories / Laboratory Sciences of Arizona • Yakima, WA

6d

About The Position

This position is responsible for ensuring high-quality, compliant, and efficient service delivery across the division. This position leads quality programs, oversees auditing activities, drives continuous improvement, and partners with cross‑functional teams to ensure first‑time quality, reduce rework, and enhance patient satisfaction by providing strategic oversight of quality systems, mentors a team of auditors, and serves as the primary interface for quality performance and regulatory readiness. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

Requirements

• Strong verbal and written communication skills.
• Resilient, positive approach to challenges and change.
• Solid business acumen with understanding of operational and quality impacts.
• Proven leadership ability to mentor and guide onsite and remote teams.
• Creative, compliance‑focused problem‑solving skills.
• Effective cross‑functional collaboration and influence.
• Ability to identify improvement opportunities and drive strategic initiatives.
• Balance of tactical execution with long‑term planning.
• Strong interpersonal skills that foster teamwork and motivate others.
• High attention to detail with strong analytical and trend‑identification skills.
• Strong analytical skills with experience using quality and performance data.
• Knowledge of CAP, CLIA, or other relevant regulatory or accreditation standards preferred.
• Excellent communication, facilitation, and collaboration skills.
• Demonstrated ability to lead root cause analysis and continuous improvement initiatives.
• Bachelor’s degree in business, healthcare administration, medical technology or related field or equivalent education and experience.
• Five (5) years of experience in quality management, compliance, auditing, or related field.
• Two (2) years of direct supervisory/leadership experience specifically with leading teams and driving performance improvement.

Nice To Haves

• Experience with Six Sigma / LEAN workflow.
• Project management experience.
• Additional related education and/or experience.

Responsibilities

• Monitors, tracks, and reports on Patient Services quality metrics. Analyzes quality and service performance data to identify trends, risks, and opportunities for improvement. Partners with analysts to produce accurate, meaningful reports on quality metrics and patient satisfaction.
• Oversees all auditing functions, including scheduling, completion tracking, and reporting. Supervises, leads, and mentors a team of auditors to ensure accuracy, consistency, and adherence to a strong quality culture. Prepares the division for inspections and audits, ensuring ongoing compliance with internal standards, accreditation requirements, and CAP expectations and reports on audit findings and ensure timely and effective remediation.
• Tracks and reports quality events, deficiencies, cancellations, and corrective actions. Ensures all complaints are thoroughly investigated, documented, resolved, and closed with appropriate follow-up. Leads or supports root cause analysis (RCA) investigations and trains others in RCA methodology.
• Reviews SOPs for alignment with quality, compliance, accreditation, and operational requirements. Identifies the need for new or updated SOPs; collaborates to develop, revise, and implement procedures. Ensures SOPs support first-time quality and reduce rework, errors, and delays.
• Collaborates with training teams to develop or refine training modules based on audit findings and root cause insights. Communicates failures, risks, and gaps clearly to stakeholders and drives appropriate corrective actions. Provides coaching and guidance to teams to strengthen quality behaviors and expectations. Serves as the primary point of contact for quality performance within Patient Services.
• Develops and maintains quality systems that support standardization, transparency, and continuous improvement across the division. Identifies risks and systemic issues; recommends solutions that support compliance and operational excellence. Promote a “First Time Quality” culture in partnership with Training and operational leaders.

What This Job Offers

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