JOB DESCRIPTION
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 FTE’s 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.
JOB 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 (75%)
JOB QUALIFICATIONS
Required Work Experience
- 15–20 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 1,000+ FTEs highly preferred).
Education
- Bachelor’s Degree (Required) in Healthcare Administration, Business or a related field.
- Master’s 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.
