Senior Director-Outreach Services

Positions Summary

The Senior Director of Laboratory Outreach Services provides strategic and operational leadership for a multi-channel outreach division, including Patient Service Centers (PSC), In-Office Phlebotomy (IOP), Mobile Phlebotomy services, and Logistics. Reporting to the President, this leader is accountable for scaling operations, driving revenue growth, and ensuring consistent, high-quality laboratory services across all outreach touchpoints. This role partners cross-functionally throughout the organization to optimize pre-analytical workflows, enhance patient and client experience, and expand market presence through operational excellence and service innovation.

• Lead multi-site outreach operations with a focus on scalability, reliability, and service consistency
• Build, guide, develop and mentor high-performing leadership teams and field staff across all outreach channels
• Establish standardized operating models to drive efficiency and support growth
• Foster a performance-driven culture centered on accountability, service excellence, and continuous improvement

• Partner with Sales/Business Development to onboard new outreach clients.
• Support implementation of new client accounts, including workflow design, service setup, and training.
• Collaborate on outreach strategy execution, including geographic expansion and service line growth.
• Monitor client volume trends and proactively align capacity to ensure operational readiness for growth.

• Oversee end-to-end outreach operations across PSCs, IOP, mobile services and logistics.
• Ensure efficiency and accuracy across pre-analytical processes, including specimen collection and transport
• Maintain turnaround time (TAT) performance aligned with client expectations
• Ensure compliant, timely specimen transport

• Ensure outreach operations comply with all applicable laboratory, federal and state regulations.
• Maintain quality standards across pre-analytical realm.
• Partner with Quality and Compliance teams during audits, inspections, and corrective action activities.
• Promote patient safety and specimen integrity across all outreach touchpoints.

• Ensure high levels of satisfaction for external providers and patients.
• Monitor performance against commitments.
• Act as an escalation point for key client concerns and operational issues.
• Ensure laboratory services support superior patient outcomes through accuracy, timeliness, and accessibility.

• Manage respective P&L, including operating and capital budgets.
• Drive cost efficiencies in Outreach Services division.
• Identify opportunities to improve profitability while supporting growth.

• Support implementation and optimization of systems (LIS, CRM, routing/logistics tools).
• Drive automation and digital tools to improve client onboarding and service experience.
• Drive process improvement initiatives to enhance operational quality and efficiency.
• Lead continuous improvement initiatives to streamline outreach workflows.

• Collaborate with clinicians, internal stakeholders and health system partners to improve service delivery and satisfaction.
• Serve as a key liaison between the Outreach division and internal and external customers.

• Bachelor’s degree in Clinical Laboratory Science, Healthcare Administration or related field, or equivalent experience.
• 7+ years of progressive leadership experience in clinical laboratory operation with demonstrated outreach leadership
• Experience with mobile phlebotomy teams preferred.

• Visual acuity and hand-finger dexterity to work at computer for extended periods.
• Effectively organize and prioritize work in response to demands and responsibility of the position.
• Travel to laboratory locations
• Good communication skills and ability to work productively with others.
• Exercise sound reasoning ability and good independent judgment.
• Be familiar with and adhere to safety, ergonomic, and health policies of the Company.
• Anticipate safety hazards, act upon unsafe situations and promote safety awareness.