Exec Dir, Patient Services Great Midwest

Job Description

The Executive Director, Patient Services GMW, is responsible for leading Quest Diagnostics’ Patient Services in the Region, a scope of 2100 employees and 300+ Patient Service Centers and 500+ In-Office Phlebotomist locations. The Executive Director will lead Patient Services strategy and execution driving customer & employee experience,operational excellence and profitable growth for the business. The ideal candidate will have successfully demonstrated experience in driving transformational change across a dispersed geographic footprint in large customer-facing operations, leveraging tools and technology, metrics, analytics and a strong process-oriented approach. This role is a key member on the senior leadership team for the GMW region and is critical in supporting profitable growth in partnership with the Commercial Sales organization. This position directly reports to the Regional President and is based on-site at our Wood Dale, IL office. 

Responsibilities:

• Develop Patient Services strategy and execution plan for the business
• Deliver exceptional patient centric experience and superior customer service while driving profitable growth
• Partner with Commercial sales, Marketing and Regional leadership team on Patient Services priorities and strategic goals, including creating a customer-centric and high-performance oriented team
• Own profitability of Patient Services operations
• Drive operational excellence by optimizing operations - meet or exceed all metrics such as patient wait time, recollections, patient satisfaction, PSC and IOP cost and productivity, employee turnover, employee engagement and quality metrics, etc. 
• Grow patient encounters with commercial 
• 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. 
• Hire, engage and develop leaders in the Patient Services function from supervisors to managers and Director with a strong focus on building a robust leadership pipeline
• Facilitate alignment with Logistics and other 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

Competencies 

• Business and Financial Acumen • Strategic Agility • Customer Focus • Drive for Results • Creative Problem Solving • Interpersonal Savvy • Process Management • Building Effective Teams   • Communication & Influencing skills • Innovation • Matrix management

Qualifications:

• BA / BS degree required; advanced degree preferred
• 10+ years of professional experience in a leadership role in a customer service environment 
• Experience in leading large customer-facing operations 
• Clinical laboratory or Retail experience is a plus
• Health / patient care experience a plus
• Demonstrated success in overseeing a large, dispersed department or function, with direct impact on service metrics and financial results, experience in best-in-class service industries
• Experience leading change and business transformation
• Execution / results focus
• P&L / business acumen

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