Business Lead, Connectivity Operations

Job Description

The Customer Connectivity Business Lead- provides detailed information and guidance on 3rd party interfaces between Quest Diagnostics and EMR and LIS vendors that are used by Quest customers and oversees Connectivity Operations activities such as customer mapping, certification and pre-implementation. The business lead is a source for internal customers (Commercial, regional staff, Connectivity Account Managers) to assist resolving complex pre-implementation, customer database and interface issues. Additionally, the Connectivity Business Lead will oversee the portfolio of projects and work closely with staffing partners to ensure business needs are met, while also supervising core Quest resources supporting strategic Quest initiatives including Mergers and Acquisitions, assessing performance, and participating in hiring and corrective action processes of core Quest employees.

*Please note this position will be hybrid (3 days in office & 2 days WFH).  The position can be based in one of the following locations; Secaucus, NJ or Schaumburg, IL

Pay Range: $90 - $100/ year

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

• Ensures high level of accuracy and quality in the deliverables provided to commercial business partners and Connectivity Ops Managers including auditing project documentation. 
• Provides subject matter expertise in the leading laboratory information or EMR systems as defined by Quest Diagnostics client base

• Provides subject matter expertise in internal Quest systems, standard and non-standard 

• Working knowledgeof end-to-end cycle of laboratory orders and results

• Working knowledge of Microsoft Office Suite including Excel and Access
• Business escalation point for resolving mailbox or ticket requests, exceptions and other inquiries as needed
• Responsible for overall project portfolio performance and metrics
• Excellent verbal and written communication skills to interact with internal business partners and external clients. Initiates escalation protocols as needed.
• Participates in documentation of processes including database build and mapping, all lines of business, automated and non-automated strategic implementation process improvements 
• Responsible for overseeing multiple complex interface implementations projects
• Ensures training materials are available to staff augmentation leadership to meet the demands of the business
• Constructs and presents process flow diagrams to various internal customers
• Provides troubleshooting support to client and client’s vendor(s)
• Provides 3^rd tier support including more complex issues to LIS/EMR interface-related issues
• Monitors project portfolio activities and provides feedback to staff augmentation leadership regarding effectiveness of contracted resources.
• Uses, designs, develops, and maintains automated processes and scripting tools such as Boston Workstation to alleviate manual tasks and expedite interfaces to internal and external systems
• Oversees and monitors User Acceptance Testing for internal projects.
• Identifies new approaches or methods and assists in the planning and development of new solutions for customer integration issues 
• Accounts for time sheets and expenses for core direct reports
• Enables and regularly reviews Quest system access for core and non-worker resources
• Assures required training for core staff is completed and documented
• Focused on delivering a world class customer experience aligned with Quest Diagnostics’ mission, values, and standards

Education:

• Bachelor’s Degree or equivalent experience. 

• Registered as an MLS or MT with the ASCP, strongly preferred.

Work Experience:

• 3 to 6 years of experience with clinical laboratory or EMR systems.

• Prior, proven experience in complex project management is required – Ideally in clinical (hospital or physician) settings, clinical laboratory preferred.

• Excellent written and verbal communications skills including laboratory medicine terminology.

• Strong customer service skills.

• Excellent analytical, problem solving and decision-making skills (technically and from a business perspective). 

• Excellent organizational skills.Ability to multitask required. 

• Familiarity with HL7 standards. 

• Proficient with Microsoft Office Suite.

• Experience with a commercial Integration Engine Product a plus.

Travel:  Up to 20%