Job Description The Executive Director, Patient Services-Southwest Region reports to the Regional President and is based onsite at our Irving, TX office. This role is responsible for leading Quest Diagnostics Patient Services in the Southwest region, a scope of 2600 employees and 500 Patient Service Centers and multiple In-Office Phlebotomist locations within the market (Texas, Louisiana, New Mexico and Mississippi). The Executive Director will be responsible for strategy and execution driving improved operational excellence, customer experience and employee experience. The ideal candidate will have successfully demonstrated experience driving transformational change across a dispersed geographic footprint in customer-facing operations, leveraging tools and technology, metrics, analytics and a strong process-oriented approach. This role is critical in supporting profitable growth for one of Quest Diagnostics largest regions. As such, this role is a partner to the Commercial Sales organization and a key player on the senior leadership team for the region.
Responsibilities - 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.
Competencies
- Business and Financial Acumen
- Strategic Agility
- Customer Focus
- Drive for Results
- Problem Solving
- Interpersonal Savvy
- Process Management
- Building Effective Teams
- Strategic Influencer
- Innovation
- Process Orientation
- Ability to work within a matrixed organizational structure
Qualifications - BA / BS degree required; advanced degree preferred
- 10-15 years of professional experience in a leadership role in a customer service environment
- 8 years previous clinical laboratory experience is a plus
- Demonstrated strong customer service and interpersonal communication skills
- Demonstrated success in overseeing a large department or function, with direct impact on service metrics and financial results
About the Team Quest Diagnostics honors our service members and encourages veterans to apply.
While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.
