Senior Manager, Patient Advocacy - Norristown, PA (Remote Opportunity) in Norristown, PA at Quest Diagnostics

Date Posted: 7/3/2021

Job Snapshot

Job Description

Senior Manager, Patient Advocacy - Norristown, PA (Remote Opportunity) 

Job Summary

Duties and Responsibilities:

Manage and direct all aspects of the Patient Advocacy Department. The role is accountable for driving superior customer service, reporting, dashboard management, and data analysis (e.g., trend and root cause analysis), implementing process improvements, and anticipating our customer’s needs to proactively avoid service failures.  The role works across all functions and regions to drive patient commitment and employee education from complaints received.  Facilitates cross-functional initiatives to reduce defects and improve processes. Responsible for service issue resolution, reduction in service defects, problem tracking/reporting for Senior Management team and other necessary functions.  Develop and execute action plans to achieve corporate and regional objectives.


•         Responsible for the supervision, coaching, monitoring, training, reviewing, performance management of assigned staff.

•         Create reports, manages dashboards, and provides weekly, monthly, quarterly, and annual reports for all contacts received/fulfilled to key stakeholders.

•         Analyzes team member volume & CSAT scores to ensure team is delivering a super experience to customers. 

•         Analyzes data to identify root cause and conducts trend analysis monthly. Aligns with Customer Experience leadership team for pain point analysis and project prioritization.

•         Manages and adapts reporting and contact management system to align to changing needs of Patient Advocacy and Customer Experience teams for analysis and actionable solutions.

•         Develop and execute action plans to achieve corporate and local goals and objectives.

•         Develop and maintain strategic partnerships with all functions. Interact and provide direction to all functions and levels to resolve complaints.

•         Ensures functional related issues are identified and recommendations for service enhancements are made by collaborating with appropriate function.

•         Identifies and develops strategies for addressing chronic service failures to facilitate permanent resolution.

•         Ensures compliance with the established quality standards and actively participates in monitoring corrective action and its effectiveness.

•         Works to resolve escalated complaints which will equal about 1% of Patient Advocacy call volume

•         Leads by example with integrity, treats each patient as a unique encounter with empathy and compassion.


Education Preferred:

BA / BS or equivalent experience.

Work Experience:

5+ years professional experience in leadership role in a customer service environment.

5+ years previous clinical laboratory experience preferred.


Demonstrated success in developing and motivating team members to reach objectives.

Broad understanding of the laboratory business and its service requirements.

Excellent interpersonal, customer service and oral communication skills, including the ability to communicate complex issues clearly and concisely.

Development of problem trending management reports used in conjunction with business unit continuous improvement efforts.

Accurate analysis of process failures and recommendation of corrective action for problem trends, including development of analytical tools for same.

Performance management of department and direct reports.

Additional skills:

Building Effective Teams

Interpersonal Savvy

Organizational Agility

Process /Project Management

Problem Solving

Proficient desktop skills including PowerPoint, Excel, Word, ACCESS, MS SharePoint, CRM systems, analytics systems

Quest Marketing Competencies:

Expertise displayed in:

o Customer focus

o Communicates effectively

o Collaborates

o Decision quality, timely Decision Making

o Tech Savvy

o Business insight

o Plans & aligns

o Persuades (Strong influencing skills)

o Drives results

o Manages ambiguity


Demonstrated experience and success in the following competencies:

o Strategy: Know the business, focus on customer, promote strategic alignment

o People: Collaborate with others, communicate openly & transparently, continuously develop self and others

o Results: Deliver superior performance, demonstrate agility in decision making, accelerate & embrace change