Exec Dir, Patient Services Great Midwest

The Executive Director Patient Services Great Midwest 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 experienceoperational 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.

PayRange:$230-$270000 base salary 30% AIP LTI

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

BenefitsInformation: 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:

• Day1Medicalsupplementalhealthdental&visionforFTemployeeswhowork30hours
• Best-in-classwell-beingprograms
• Annualno-costhealthassessmentprogramBlueprintforWellness
• healthyMINDSmentalhealthprogram
• VacationandHealth/Flex Time
• 6Holidaysplus1MyDayoff
• FinFitfinancialcoachingandservices
• 401(k)pre-taxand/orRothIRAwithcompanymatchupto5%after12monthsofservice
• Employeestockpurchaseplan
• Lifeanddisabilityinsurance plusbuy-upoption
• FlexibleSpendingAccounts
• Annualincentiveplans
• Matchinggiftsprogram
• Educationassistancethrough MyQuestforEducation
• Careeradvancementopportunities
• andsomuchmore!

• 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

• 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