Sr Director Patient Services Southeast (Florida)

Responsible for the overall strategic direction of all patient access points which provide services to over 11 million patients a year at Quest Diagnostics. This region level role leads a direct staff of 2000 FTEs and partners with key internal stakeholders to design and deploy cost competitive strategies that will allow us to bring our brand to life at the patient interaction while ensuring that our service and quality remain paramount. Interfaces with clients health plan customers physicians the commercial organization and clinical franchise to ensure that we are meeting the needs of all stakeholders. This includes free standing Patient Service Centers (PSC) Professional Services Agreement (PSA) and Mobile Phlebotomists.

The Senior 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 position directly reports to the VP Patient Services & Business Development and is based on-site at our Tampa FL office.

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 (75%)

Required Work Experience

• 1520 years of progressive operational leadership experience within customer-facing high-volume service environments.
• Proven track record of successfully managing large-scale multi-site healthcare retail or hospitality operations (experience overseeing 100 locations and 1000 FTEs highly preferred).

Education

• Bachelors Degree (Required) in Healthcare Administration Business or a related field.
• Masters Degree (MBA MHA or equivalent) is highly preferred.

Desirable & Preferred Qualifications

• Process Excellence: Hands-on experience with Lean and Six Sigma methodologies to drive operational improvements.
• Business Transformation: Proven experience managing organizational change and driving transformational efficiency strategies.
• Financial Acumen: Deep working knowledge of P&L management budget setting and frontline cash collections optimization.

Core Skills

• Strategic Agility & Problem Solving: Ability to anticipate future trends and translate high-level strategies into tactical regional operations.
• Matrix Leadership: Exceptional interpersonal communication and team-building skills to navigate a highly matrixed corporate structure.
• P&L Management: Robust financial acumen with the ability to balance service-excellence initiatives against tight cost-to-serve metrics.