Dir, Tech Excellence -Patient Services in Secaucus, NJ at Quest Diagnostics

Date Posted: 9/4/2020

Job Snapshot

Job Description

Director, Technical Excellence - Patient Services


Recognized by FORTUNE magazine as one of the “World’s Most Admired Companies,” Quest Diagnostics is the world's leading provider of diagnostic testing, information and services that doctors and patients need to make better healthcare decisions. They 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 2019 revenues of around $7.7 Billion and approximately 46,000 employees and 6,600 patient locations across the US, Quest Diagnostics serves half of the physicians and hospitals in the US with their large variety of products and services. 

The company offers the broadest access to diagnostic testing services through its network of laboratories and patient service centers and provides interpretive consultation through its extensive medical and scientific staff. Quest Diagnostics also provides services to employers, life insurance companies, other commercial labs, clinics, health plans, government agencies, and organizations involved in clinical trials research.

Approximately 150 million times each year, patients and their physicians rely upon Quest Diagnostics results to make important healthcare decisions and approximately one third of U.S. physicians – and many of the country’s leading hospitals and health systems – relies on Quest Diagnostics healthcare information solutions to foster better patient care and outcomes.


  • FORTUNE magazine's "World's Most Admired Companies" list for 6 consecutive years; one of only five companies to attain Most Admired status in the "Health Care, Pharmacy and Other Services" industry category. 

  • Fortune magazine’s Fortune 500 list

  • Forbes® Global 2000

  • Forbes®' America's Best Employers List for third consecutive year

  • Forbes® 2020 America’s Best Employers for Women for second consecutive year

  • S&P 500

  • Barron’s 500

  • Member of the Dow Jones® Sustainability World Index

  • Included in the FTSE4Good, Calvert, and Ocean Tomo sustainability indices

  • Listed in the most recent Newsweek Green Rankings

  • Consistently named one of the best places to work in U.S. business journal rankings

  • Named a DiversityInc Noteworthy Company for third consecutive year

  • Listed on the Disability Equality Index® (DEI), a joint initiative of the American Association of People with Disabilities (AAPD) and the US Business Leadership Network (USBLN), recognizing companies for prioritizing the inclusion of people with disabilities

  • Named Top 23 ‘Best Places to Work for LGBTQ Equality’ in New Jersey

  • Achieved Cancer Gold Standard accreditation from the CEO Roundtable on Cancer, recognizing our actions to reduce the cancer risk of employees and their families

Diagnostic Testing Services

Quest Diagnostics is the world’s leading provider of diagnostic testing, information and services that patients and doctors need to make better healthcare decisions. Their services range from routine blood tests — such as total cholesterol, Pap testing and white blood cell count — to complex, gene-based and molecular testing. They perform medical tests that aid in the diagnosis or detection of diseases, measure the progress or recovery from a disease or confirm that an individual is free from disease. In addition, they have specialized expertise in cancer, cardiovascular diseases, infectious diseases, and neurology.


In the $60 Billion and growing US Diagnostic Testing Market, Quest Diagnostics is the leader. Quest Diagnostics’ reputation as a leading innovator, provider of high value, low cost solutions and its financial strength and flexibility make it well positioned to capitalize on the evolving healthcare landscape.

Quest Diagnostics’ long-term strategy is to become the undisputed world leader in diagnostic testing, information and services. To drive this profitable growth, Quest Diagnostics plans to leverage capabilities to create differentiation:

  • Deliver Innovative Solutions

  • Leverage their Unparalleled Access and Distribution Network

  • Expand their relationships with large payors and health systems

  • Deliver Superior Patient Experiences

Position Description

The Director, Technical Excellence for Patient Services is a national leadership role and is the business owner accountable for defining, maintaining, deploying, tracking, and assuring compliance with key technical processes, standards, policies, and equipment/supplies in Patient Services. This Director responds to all technical inquiries from the field and other functions, provides subject matter expertise to other functions and drives the safety program for Patient Services. The Director is accountable for Putting Patients First by driving technical, compliance, privacy and safety excellence in the Patient Services function collaborating with the field, and other national functions including Medical, Compliance, Purchasing, Legal, Employer Solutions, etc.


  • Process Owner for development, maintenance, revision, communication, and distribution of the Patient Services standard procedures and policies

    • Develop and edit SOPs, ensure current with CAP, CLIA, NCCLS, state and federal regulatory agencies as well as NQA

    • Ensures all collection processes are performed according to established approved procedures and quality control policies

    • Leads Patient Services Technical Team (a cross-BU team of Patient Services Managers/Supervisors who are subject-matter experts in the technical aspects of Phlebotomy – a national advisory team)

    • Leads AtS POCT Best Practice Team, design framework to support the expansion of testing beyond the Quest Diagnostics' core laboratory into waived testing supporting Patient Service Centers (PSCs) and IOPs

    • Owns the PSC Audit process including defining the content of the audit, standards for frequency of audit, tracking of compliance, corrective action process which includes quality monitoring program ultimately ensuring SOP compliance 

  • Establish process and monitor National Collection Partnerships (e.g., Humana/BG, Veterans Administration, etc.)

    • Coordinate process to manage contracted specimen collections

    • Ensure provision of consistent service to our patients and clients

    • Facilitate the marketing of our well-developed infrastructure as a growth initiative.      

  • Project management and training development for non-technical staff for new initiatives, i.e. Pandemic plan, retesting programs, product changes, etc.

  • Assumes the responsibility for the proper application of laboratory policies and procedures.

  • Communicates regularly with Medical Director to ensure medical oversight of all matters specific to Patient Services operations

  • Develops and communicates Safety and Infection Control procedures to ensure patient and staff safety, leads safety initiatives for Patient Services function including tracking and analyzing relevant metrics

  • Owns the process for responding to all Patient Services technical inquiries from the field and from other functions

    • Examples:  BD Eclipse Safety Needle - draft notice to the field, Dosage of Glucose for Children in OGTT, duplicate test orders, max infant blood draw, Mission Pharmacal, BD vacutainer blood transfer device, oral swab collections, Butterfly with short tubing, Video cameras in the PSC

  • Owns specification, assessment/validation, and deployment of equipment & supplies for PSCs and IOPs (e.g. needles, gloves, single use holders); works with business owners when necessary (e.g., working with National Manager of Microbiology for the urine cup selection); drives cost and effectiveness improvements in PSC supply management

  • Supports compliance policy implementation & monitoring

    • Owns Compliance Line (CheqLine) issue resolution for Patient Services

  • Provides technical subject-matter input to Phlebotomist training development and minimum hiring criteria

    • Specification of technical criteria for Phlebotomist certification

  • Represents the Patient Services function on key corporate teams including:

    • Product & Service Deployment sub-team (deployment of new tests, kits, services)

    • Needlestick Prevention sub-team

    • HIPAA Compliance sub-team

    • Pandemic Team

  • Collecting and reporting Patient Service metrics; also responsible for ensuring that metrics are appropriate and creating new metrics when applicable (e.g. Quality Metric: Establish baseline and setting goals)

  • Coordinates activities across functions when process changes impact multiple areas; ensure that other functional requirements are addressed

  • Auditing and closely monitoring procedures to identify and preclude risks of collection, processing and testing failures related to the pre-analytical stage of testing

  • Leads in the development of new and variant processes from concept to launch many which require the management of both internal and external elements and relationships (may include participation in business negotiations and execution of agreements that require a high level of confidentiality)

  • Accountable for all aspects of particular projects including the determination of product requirements, facilitation of project planning, tracking project costs and schedules, and ensuring that the delivery meets dept expectations for quality and functionality

  • Strong team player with the ability to successfully interact with functional managers representing diverse disciplines including Marketing, Business Development, Regulatory, EHS, Lab Ops and Quality



  • Medical Technologist or MLT or have a BS in a health science with 8 years of experience working in a technical area; previous experience with phlebotomy is required

  • Minimum of 8 years Patient Services or technical laboratory experience; candidate with previous management experience a plus

  • Candidate must be highly motivated requiring a minimum of “hands on” direction to accomplish tasks; must be a self-starter; must be able to identify opportunities for improvement and initiate activities to implement

  • Strong technical writing skills

  • Highly accountable; able to work under tight deadlines and handle multiple/detail-oriented tasks; attention to detail

  • Demonstrated project management skills; able to balance short-term urgent tasks with longer term, more strategic initiatives

  • GB certification

  • Strong sense of urgency and Gold Standard customer service attitude

  • Proficiency with key PC software (Outlook, Word, Excel, PowerPoint)

  • Demonstrated ability to effectively lead and facilitate multiple teams (on-site and remote) and execute plans

  • Demonstrated ability to foster collaborative interactions and motivate cross-functional staff

  • Ability to function effectively in both tactical, task-oriented situations and longer-term strategic ones

  • Creativity in achieving objectives while assuring compliance to internal and external requirements

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