Dir, Patient Services Sr - West Hills, CA req29284 in Los Angeles, CA at Quest Diagnostics

Date Posted: 10/26/2019

Job Snapshot

Job Description

Dir, Patient Services - Sr- West Hills, California - Schedule TBD

Go the extra mile.  Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

In Patient Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Patient Service roles are tremendously important – it is a patient-focused role where it is essential to remember that there is a life and person behind every test tube. Your skills are critical, as is your ability to work with the patients. The role is varied and offers a developing career in Phlebotomy due to the scale and reach of Quest. You can grow and improve your skills in a fast-moving, supportive team environment. Most importantly, you can help us make a real difference.

Duties and Responsibilities:

  • 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

  • Enable billing across sites in order to improve bad debt

  • 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

  • Facilitate strong leadership pipeline from Supervisor to succession for Director role

  • Responsible for people management, workforce planning, staffing/scheduling across operations

  • 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 employees



Education Preferred:

  • BA/BS degree required; advanced degree preferred

Work Experience:

  • 15 - 20 years professional experience in leadership role in customer-facing operational. Prior healthcare experience is a plus.


  • 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

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