Patient Services Dir- Pittsburgh, Pennsylvania in Pittsburgh, PA at Quest Diagnostics

Date Posted: 9/13/2020

Job Snapshot

Job Description


Director, Patient Services – Pittsburgh, PA


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

  • 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

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

Manage physical and personnel assets at the regional level. Developing regional strategies in support of national strategies and regional priorities.



  • 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


  • BA/BS degree strongly preferred required

  • 10+ years professional experience in leadership role in customer-facing operation

  • Prior healthcare experience is a plus

Critical Know How and Skills


  • Patient services leadership and field-based experience

  • Strategic thinking

  • Strong business acumen

  • Organization savvy

  • Influence

  • Transparency across the system

  • Collaboration

  • Execution

  • Talent development/Team development

  • Innovation

  • Customer service orientation

  • Decision making/judgment - timely

  • Results orientation –bias for action

  • Communication

All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.

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