Sr. Project Manager, Customer Solutions (Hybrid Opportunity)

Quest Diagnostics•Cincinnati, OH

2d•Hybrid

About The Position

The Customer Solutions department in Quest Diagnostics is responsible to enhance customer satisfaction, enable sustainable business growth, and contribute to better healthcare outcomes supporting customers covering 20 states and a wide variety of geographies. The department supports commercial growth through customer services like seamless end to end customer onboarding, customer issue resolution, saving customers at risk, customer account set up, dedicated customer support, long term relationship management, and the successful implementation and lifecycle management of diagnostic lab testing, software, and workflows. With a strong emphasis on financial margin optimization, this department applies systems thinking and data analytics to identify improvement opportunities, drive evidence-based decision-making, and ensure high-impact service delivery. Lean Six Sigma methodologies are leveraged to lead continuous improvement, promote process standardization, and implement automation initiatives that increase efficiency, scalability, and consistency across operations. We are seeking a highly analytical and results-driven Senior Project Manager with strong execution disciple to lead strategic initiatives focused on revenue growth opportunities, digitization & modernization, and improve margins in the Customer Solutions Department. This role is ideal for a strong problem solver with Continuous Improvement & innovative mindset who excels at project management and business analysis capabilities to lead cross functional projects, solve complex problems, deliver insights from data and digitize/modernize operations with innovation. In this role, you will be a key influencer, change agent, partnering across cross-functional teams, including Customer Solutions, Billing, Laboratory Operations, IT, and Commercial, Patient Services, Lab, Health Plans, etc. to deliver seamless, scalable solutions for revenue growth.

Requirements

Bachelor’s degree
5–7 years of experience in lab diagnostics industry as a Project Manager executing large cross functional projects.
Strong knowledge of end to end revenue cycle management from patient specimen collection all the way to billing patients, third party, clients.
Data Analytics - Ability to pull data from lab and billing systems and present insights/story from data
Hands on experience in one of the data analysis & visualization - Power BI, Tableau, or Alteryx.
Advanced Excel (macros, vlook up, dashboard creation ability)
Advanced Power Point for a visual story telling approach to present to executive leadership.
Demonstrated experience with stakeholder engagement and cross-functional collaboration.
Strong understanding of order quality issues that results in write offs in lab diagnostics industry - missing information required to bill like diagnosis codes, insurance info, payer denials, payer policies regarding medical necessity, EMR workflows, Self pay Account receivables, HL7 segments

Nice To Haves

Quest Diagnostics lab and billing experience preferred
PMP (Project Management), and Lean Six Sigma Green/Black Belt preferred.
Organized, results-driven leader capable of owning project delivery from end to end.
Excellent at gathering client/project requirements, analyzing workflows, and translating needs into clear documentation and solutions.
Ability to work with large datasets to identify trends, issues, and opportunities, and to present them in a compelling, actionable way.
Strong leadership and accountability facilitation within matrix organizations with interpersonal awareness, empathy, and communication skills to influence stakeholders, navigate team dynamics and resolve conflict constructively without direct authority
Committed to delivering excellent service and improving the customer onboarding and support experience.
Effective cross-functional communicator and problem solver who thrives in a team-oriented environment.
Strong multitasker who can meet deadlines in a fast-paced, evolving setting.
identify inefficiencies in current processes, skilled in root cause analysis and re design end to end business process

Responsibilities

Lead end to end strategic complex projects like client facing integrations as well as business transformation initiatives including digitization, ensuring seamless transitions and successful realization of operational and financial synergies.
Execute projects using string project management discipline with project planning, risk/dependencies identification & mitigation, impact analysis, financials, Gantt charts, cost vs benefit analysis, managing timelines with strong execution discipline to deliver complex large projects on time.
Identify continuous improvement opportunities for department to scale revenue, digitize, modernize operations and implement end to end execution to improve organizational growth & margins.
Develop high-impact, visual dashboards to communicate department wide program health for all projects in the department across all teams.
Collaborate with operation, project management and technical team to innovate and automate manual workflows, implementing best practices for productivity improvement and measure KPI.
Drive stakeholder alignment and strategic decision-making balancing business goals, operational impact/KPIs, data insights to make informed recommendations based by through data and deep-structured analysis by leveraging tools (like Power BI, Tableau, Alteryx, or Advanced Excel) to extract, transform, and analyze large datasets.
Drive modernization and digitization initiatives by identifying, evaluating and implementing innovative technology solutions that enhance operational efficiency and departmental capabilities.
Align diverse teams in a matrix environment to ensure efficient execution.
Proactively mitigate operational risks and ensure strict adherence to regulatory standards
Deploy lean methodologies and process mapping to streamline business workflows with process improvement or technology adaption ensuring sustainable change management.
Collaborate with the team from Customer solution, lab, billing, commercial, finance, compliance and IT for alignment, risk management, governance and decision making to enhance processes to collectively grow revenue and improve margins.
Drive communication and change management strategies to support employees, clients and stakeholders throughout the process, minimizing disruption to patient and client care.
Maintain rigorous issue logs and drive corrective action plans to resolve recurring operational challenges.
Champion and facilitate team engagement activities to foster a inclusive, collaborative culture of continuous learning, data-driven decision-making, and shared success within the department.
Manage other responsibilities as required by evolving business needs.