Project Manager (Continuous Improvement, Healthcare)

Quest Diagnostics•Cincinnati, OH

2d•Remote

About The Position

We are seeking a highly analytical and results-driven Project Manager to lead strategic initiatives focused on client onboarding, service solutions, end to end customer experience, and revenue growth in Customer Solutions Department. This role is ideal for a strong problem solver with Continuous Improvement mindset who excels at project management and analysis capabilities to lead cross functional projects, solve complex problems, deliver insights from data. In this role, you will be a key influencer, change agent, partnering across cross-functional teams—including Customer Solutions, Laboratory Operations, Logistics, IT, and Commercial, Patient Services, Logistics, etc. to deliver seamless, scalable solutions for delighted end to end customer experience. This is a remote opportunity however the incumbent must reside in a commutable distance to one of our Major labs in Kansas (Lenexa Lab), Missouri (St Louis Lab), Colorado (Denver Lab), Ohio (Cincinnati Lab), Indiana (Indianapolis Lab), Illinois (Wood Dale Lab, Schaumburg Lab) No Sponsorship available.

Requirements

Bachelor’s degree in Business, Healthcare Administration, IT or related field.
5–7 years of experience in project management and business analysis within healthcare, or laboratory services domain.
Experience utilizing medical terminology, EMR workflows, and HL7 data standards to diagnose process bottlenecks and drive digital optimization initiatives.
Hands on experience in one of the data analysis and visualization- Power BI, Tableau, Alteryx, Smartsheet’s.
High proficiency in Excel and PowerPoint; ability to translate data into actionable insights and narratives with a visual story telling approach to present to leadership.
Demonstrated customer facing experience with stakeholder engagement and cross-functional collaboration.
Project Management – Organized, results-driven leader capable of owning project delivery from end to end.
Business Analysis – Excellent at gathering client/project requirements, analyzing workflows, and translating needs into clear documentation and solutions.
Data & Insights – Ability to work with large datasets to identify trends, issues, and opportunities, and to present them in a compelling, actionable way.
Customer Focus – Committed to delivering excellent service and improving the customer onboarding and support experience.
Collaboration – Effective cross-functional communicator and problem solver who thrives in a team-oriented environment.
Time Management & Prioritization – Strong multitasker who can meet deadlines in a fast-paced, evolving setting.
Problem Solving – Skilled in RCA, able to co-create solutions with internal teams to fix recurring issues and improve future performance.
Analytical Thinking – Comfortable using data, logic, and systems thinking to solve problems and drive improvements.
Emotional Intelligence - Strong interpersonal awareness, empathy, and communication skills to influence stakeholders, navigate team dynamics and resolve conflict constructively without direct authority

Nice To Haves

Certifications such as PMP, CBAP, Lean Six Sigma is preferred.
End to end client onboarding experience in medical or clinical laboratory environments preferred.
Familiarity with lab regulations (CLIA, CAP, HIPAA), CRM or ticketing systems like Sales Force.
Quest Diagnostics order to cash experience including lab billing knowledge is a plus.

Responsibilities

Lead large, cross-functional projects from initiation to successful completion with full accountability for results example- client facing integrations, process improvement projects, revenue enhancement project.
Define and manage project scope, timelines, resources, dependencies, risks, and budgets.
Develop and maintain documentation such as Project Charters, Gantt charts, and weekly status reports.
Manage & improve end to end customer solutions including end to end customer experience.
Troubleshoot to find true root cause for client/business related issues and serve as a liaison between the client and internal functions (sales, lab, billing, logistics, IT).
Identify and manage stakeholders across all functions and levels of the organization.
Establish clear communication plans and ensure timely, transparent updates to all parties.
Present findings, project updates, and recommendations to leadership using data to influence and support decisions.
Conduct end-to-end business analysis, including current state assessments, gap analysis, customer pain points, inefficiencies, improvement opportunities, process mapping, and future-state recommendations using digital tools.
Drive stakeholder alignment and decision-making through data and structured analysis.
Leverage tools like Power BI, Tableau, Alteryx, or Excel to extract, transform, and analyze large datasets.
Leverage medical terminology, EMR workflows, and HL7 data standards to diagnose process bottlenecks and drive digital optimization initiatives.
Develop dashboards/visual reports to communicate trends, performance indicators, and operational insights.
Use insights to guide strategy, track project KPIs/measure of success, and support proactive issue resolution.
Perform root cause analysis (RCA) using data trends and statistical tools to drive problem-solving and process enhancements.
Apply Lean, Six Sigma, and other continuous improvement tools to streamline processes, reduce inefficiencies and improve.
Use structured RCA techniques (5 Whys, Fishbone, Pareto) to investigate and resolve recurring service or operational issues.
Collaborate with cross-functional teams to design, implement, and monitor corrective action plans.
Mentor team members on project management and business analysis tools and methodologies.
Promote a culture of customer-centricity, data-driven decision-making, and continuous improvement.
Manage other responsibilities as required by evolving business needs.