Senior Director, Patient Services - Southwest Region

Recognized by FORTUNE magazine as one of the “World’s Most Admired Companies,” Quest Diagnostics (www.QuestDiagnostics.com)is the world's leading provider of diagnostic testing, information and services that doctors and patients need to make better healthcare decisions. We are pioneers in developing innovative diagnostic tests and advanced healthcare information technology solutions that help improve patient care.

With corporate headquarters in Secaucus, NJ, Quest Diagnostics is a Fortune 500 company traded on the New York Stock Exchange (NYSE: DGX) and included in the Dow Jones Sustainability World Index, with 2023 revenues of $9.25 billion. 

The Role

The Senior Director, Patient Services-Southwest Region reports to the Regional President and is based at either the Company’s Irving or Houston, TX offices.  This role is responsible for leading Quest Diagnostics’ Patient Services in the Southwest region, a scope of 2300 employees and 223 Patient Service Centers and 1086 In-Office Phlebotomist locations within the market. The Sr. Director will be responsible for strategy and execution driving improved operational excellence, customer experience and employee experience. The ideal candidate will have successfully demonstrated experience driving transformational change across a dispersed geographic footprint in customer facing operations, leveraging tools and technology, metrics, analytics and a strong process-oriented approach. This role is critical in supporting profitable growth for one of Quest Diagnostic’s largest regions. As such, this role is a partner to the Commercial Sales organization and a key player on the senior leadership team for the region.

Scope information:

• 2500 employees
• Annual budget: $156.4M
• 224 Patient Service Centers
• 1230 In-Office Phlebotomist site locations
• 44 Long Term Care and Processioning Locations

Geography: Texas, Louisiana, New Mexico, Mississippi

• Develop and manage the Patient Services budget in a way that allows us to deliver superior customer service while driving profitable growth and cost excellence
• Partner and align with Commercial and SLT on Patient Services priorities and strategic goals, including creating a customer-centric and high-performance oriented team
• Meet or exceed all metrics such as patient wait time, recollections, patient satisfaction, PSC and IOP cost and productivity, employee turnover, quality metrics, etc.
• 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
• Responsible for people management, workforce planning, staffing/scheduling across operations including Lead, Coach and Develop direct reports, including a team of:
• Territory Market Managers
• Data Analyst
• Data Analyst/Project Manager
• Manager, Training and Development
• Facilitate alignment with Logistics and another 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 team

The successful candidate for Senior Director, Patient Services will have the following attributes and/or experiences:

• 15+ years of professional experience in a leadership role within a customer-facing multi-unit operation
• Prior healthcare experience is a plus
• A demonstrated ability to recruit and develop a high performing team, with a strong orientation toward performance and accountability
• A proven track record of working in an environment with the need to leverage resources, lead in a complex, multi-dimensional matrix and manage by influence; a good multi-tasker and team player
• Able to effectively communicate with all levels in and outside of the organization; will demonstrate executive presence in the c-suite of customers
• Self-motivated, seizes initiative, creative problem solver
• Demonstrated experience leading change and installing a growth mind-set in a large, complex organization
• Strong business acumen and financial acumen; is able to explain complex business models, financial performance, forecasts, headcount models, ROI, etc.
• Strong educational background including an undergraduate degree in business or life science.; an MBA or other advanced degree preferred

Competencies

• Business and Financial Acumen
• Strategic Agility
• Customer Focus
• Drive for Results
• Problem Solving
• Interpersonal Savvy
• Process Management
• Building Effective Teams
• Strategic Influencer
• Innovation
• Process Orientation
• Ability to work within a matrixed organizational structure