Senior Program Manager

Job Description

This role will lead cross-functional teams to enhance patient and customer satisfaction, loyalty, and engagement, and internal operational excellence. This position will primarily focus on large customer-facing projects or programs primarily directed toward health systems and/or Epic installations.This role will focus on key metric obtainment as criteria for operational success.This role will also apply Continuous Improvement principles and tools to ensure Quest Diagnostics is efficient and effective in the delivery of its services, solutions, and processes while improving customer and employee satisfaction. This position will also be responsible for coaching others to learn and apply best practices and tools to their daily work.  

In addition, this position may lead a team of project management or other leaders through project or operational success while coaching others in the organization to learn and apply best practices and tools to their daily work.  

Responsibilities:

Leads projects and operational working teams to effectively initiate, plan, execute, monitor, and close projects or continuous improvement initiatives or other operational imperatives to the delight of our customers and best possible execution for our business.

Health System Domain Contribution

• Provides domain knowledge to help Quest drive excellence in health system execution. 
• Continue to learn and grown as a health domain and systems expert and pass this learning on to others

Project and Operational Ownership

• Create key visions, strategies, metrics and objectives for critical to success execution
• Owns the timeline, budget, resource constraints, and deliverables/results 
• Shifts between the "big picture" and the small-but-crucial details 
• Is prepared to roll up their sleeves and work through detailed issues 
• Supports operational teams with root cause resolution and best practices
• Supports operational teams with continuous improvement and new process adoption

Leads projects 

• Leads projects through issues, roadblocks, and problems 
• Acts as a change agent to drive teams toward success 
• Guides team members to perform through issues and constraints 

Manages projects 

• Ensures all appropriate tools are completed and used effectively (e.g., charter, Gantt chart, status updates) 

Effective Communication 

• Builds relationships with key customer and internal stakeholders
• Actively communicates with project sponsors and stakeholders 
• Establishes regular points of communication 
• Manages sponsor and stakeholders expectations 

Delivers the expected results 

• Performs root cause analysis on project shortfalls and takes corrective action as necessary 
• Provides appropriate escalation points for operational controls

Customer Relations

• Collaborate with Customer and Operations teams to translate customer feedback into actionable business insights.

Leadership & Strategy

• Foster a culture of collaboration, accountability, and customer-first thinking across all departments.
  

• Represent the voice of the customer in decision-making and strategic planning sessions.
  

• Lead initiatives to establish and track Regional KPIs to evaluate performance of customer integrations.

Qualifications:

Required Work Experience:  

Minimum of 8 years of successful work experience in roles requiring increasing higher/executive management responsibility. Have a record of success in getting results while treating employees with dignity and respect.

Special Requirement: 

1. Strong communication skills, both written and verbal are essential. 

2. Excellent and proven leadership skills

3. Practical knowledge of Health Care operations

4. Knowledge of Epic Systems desirable

Additional Competency Requirements:

• Business Acumen

• Decision Quality

• Intellectual Horsepower

• Problem Solving

• Dealing with Ambiguity

• Strategic Agility

• Priority Setting

• Timely Decision Making

• Planning

• Delegation

• Command Skills

• Managerial Courage

• Action Oriented

• Drive for Results

• Presentation Skills

• Written Communication

• Approachability

• Customer Focus

• Motivating Others

• Negotiating

• Ethics and Values

Education: 

Degreed in STEM Sciences, Health Care Administration or similar degree required. MBA or business equivalent preferred. 

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Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.