Senior Director, National Ops - Digital Excellence in Secaucus, NJ at Quest Diagnostics

Job Description

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 and included in the Dow Jones Sustainability World Index.  With 2018 revenues of $7.53 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. Quest Diagnostics Healthcare IT solutions connect over 165,000 physicians. 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 improve their business performance.

Awards/Recognitions

• FORTUNE magazine's "World's Most Admired Companies" list for 4 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

• Barron’s 500

• Member of the Dow Jones® Sustainability World Index

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

• Named a Diversity Inc Noteworthy Company for the second consecutive year in 2018

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.

Outlook

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

Core Purpose

This position is responsible for providing overarching direction, planning and execution of Quest Diagnostics’ strategic imperative to improve order quality by reducing paper requisitions and moving to 100% electronic orders.  

The successful candidate will design and execute the market strategy to ensure successful customer adoption.  Outcomes from this initiative will include reduction of waste, cycle-time and defects that drive costs up and reduce our overall customer satisfaction.  The successful leader will have a deep understanding of the Quest Management System (QMS) ensuring processes for change management, process improvement, continuous improvement, and project management are all utilized to drive rapid success and strong employee engagement.

Critical success factors for this role include a strong innovation mindset and results-oriented leadership style with strong influencing skills and ability to drive strategy to make an immediate and lasting impact across multiple organizations.  This role requires a credible change-agent to diverse levels and groups of people with the capability of developing and executing strategies that yield measurable business results leading up to the goal of having 100% electronic orders. 

This leadership position reports to the Executive Director of Business Process Innovation with additional ties to the commercial business leads as well as the SVP Operations, SVP Commercial and the Chief Financial Officer to ensure successful implementation throughout the Company.

Duties and Responsibilities

• Develop and implement a successful marketing strategy across the enterprise, collaborating with the Senior Management Team (SMT) and Operations Leadership Team (OLT); drive strategy execution across all divisions and functions.

• Lead a small team of Digital Leadership staff, empowering team to be independent and take ownership of initiatives while driving actions to develop.

• Ensure that regional and Esoteric business unit’s and functional unit’s transformation plans are aligned with the company's goals and accountabilities in electronic orders and overall order quality.

• Assist in developing cross-functional digital-leadership support teams from within the regional and Esoteric business units and various functional units to ensure that the Company’s plans for 100% electronic orders can be delivered working across the Company’s divisional and functional organizations.

• Conduct regular reviews of the Company’s electronic order (digital leadership) performance with leadership teams across the organization.  Provide expectations,   performance planning, feedback, training, development, and performance discussions with leadership teams across the organization to foster strong teamwork on this enterprise-wide initiative.

• Provide clear and effective on-going communications throughout the organization on the implementation of the Electronic Order initiatives to help drive culture change that advances the digital leadership goals.

• Support management/cross functional decisions by communicating the enterprise-wide digital leadership changes to employees and customers and helping them to learn, understand, and adjust in the new environment.

• Actively creates forums for cross-functional dialogue across the organization supporting an openness to exchange ideas and perspectives.

• Provide regular updates to senior leadership on the progress to achieving 100% electronic orders.

• Focus on business performance through eliminating waste from defective orders to improve customer satisfaction and increase market share.

• Act as a change agent in a fast paced and evolving environment leveraging change management skills

• Develop infrastructure tools and supporting materials, including training to support the Company’s progress on achieving 100% electronic orders. Conduct workshops and other training programs that foster the cross functional deployment of the digital leadership goals.

Supervisory Responsibilities

Directly supervise Corporate Digital Leadership and indirectly supervise numerous digital leadership leaders across the Regional and Esoteric Business Units, and other functional parts of the business.  Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• BS or BA required; MBA or MS preferred.

• A minimum of 8-12 years of progressive leadership experience implementing lean principals, driving change, and leading continuous improvement initiatives.

• Bachelor’s degree from an accredited college or university with a preference for a bachelor’s degree in a technical engineering discipline (e.g. manufacturing, mechanical, industrial, process, quality, etc.).

• Demonstrated successful development and use of QMS / Continuous Improvement / Project Management tools and processes.

• Demonstrated operations/process leadership experience

• Demonstrated leadership skills: Proven track record attracting and developing talent both within and outside direct chain of command.

• Strategic thinker with strong planning and program management skills.

• Demonstrated track record of execution: Meeting operating commitments and driving year over year business improvements.

• Demonstrated Change Management expertise:  Successful experience driving and successfully implementing organizational change on a significant level; Demonstrated   ability to make courageous recommendations and decisions to drive significant business          transformation; ability to influence others outside direct control; Tenacity and energy in leading change towards an effective work environment.

• Strong business acumen: Solid understanding of operations and overall business financials.

• Strong initiative and self-motivation: Ability to work with minimal supervision.

• Strong Analytical Skills:  Ability to analyze and process high volumes of information; manage priorities; follow through; able to prioritize; able to develop clear and well-  defined processes.

• Strong communication, influential and interpersonal skills: Ability to negotiate and communicate across all levels of the organization; ability to communicate clearly and effectively to direct and motivate team and others, maintaining a persuasive and credible presentation style at all levels of the organization; ability to influence those outside of direct control to achieve overall business goals.

• Excellent presentation skills: Dynamic, but straight-forward approach with the ability to translate theory into practical application.  Ability to make the complex simple to understand and implement.

• Strong Team Player:  Progressive, flexible and team-oriented person required.

• Must be able to travel up to 50%

Other Qualifications Preferred

• MS/MBA

• Six Sigma Black Belt or Master Black Belt Certification

• Previous cross functional experience in Sales, Quality, Sourcing, Purchasing, Logistics, Production Planning, Finance, etc.

Competencies

• Consistently demonstrates Quest Behaviors

• Business and financial acumen

• Process management and Six Sigma / Lean orientation

• Project management

• Drive for results

• Strategic agility

• Influencing without authority

• Organizational savvy

• Customer focus

• Command skills

• Communication skills

• Innovation management

• Building, leading and motivating teams

• Change leadership

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.