Manager, PSD Service Integrity

Primary City/State:
Phoenix, Arizona

Department Name:
PSC Admin
- Work Shift:
Day

Job Category:
Lab

Your pay and benefits are important components of your journey at Sonora Quest Laboratories/Laboratory Sciences of Arizona. This opportunity includes the option to participate in a variety of health, financial, and security benefits. In addition, this position may be eligible for our Management or Sales Incentive Programs as part of your Total Rewards package.

POSITION SUMMARY
This position is responsible for ensuring high-quality, compliant, and efficient service delivery across the division. This position leads quality programs, oversees auditing activities, drives continuous improvement, and partners with cross-functional teams to ensure first-time quality, reduce rework, and enhance patient satisfaction by providing strategic oversight of quality systems, mentors a team of auditors, and serves as the primary interface for quality performance and regulatory readiness.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

CORE FUNCTIONS
1. Monitors, tracks, and reports on Patient Services quality metrics. Analyzes quality and service performance data to identify trends, risks, and opportunities for improvement. Partners with analysts to produce accurate, meaningful reports on quality metrics and patient satisfaction.

2. Oversees all auditing functions, including scheduling, completion tracking, and reporting. Supervises, leads, and mentors a team of auditors to ensure accuracy, consistency, and adherence to a strong quality culture. Prepares the division for inspections and audits, ensuring ongoing compliance with internal standards, accreditation requirements, and CAP expectations and reports on audit findings and ensure timely and effective remediation.

3. Tracks and reports quality events, deficiencies, cancellations, and corrective actions. Ensures all complaints are thoroughly investigated, documented, resolved, and closed with appropriate follow-up. Leads or supports root cause analysis (RCA) investigations and trains others in RCA methodology.

4. Reviews SOPs for alignment with quality, compliance, accreditation, and operational requirements. Identifies the need for new or updated SOPs; collaborates to develop, revise, and implement procedures. Ensures SOPs support first-time quality and reduce rework, errors, and delays.

5. Collaborates with training teams to develop or refine training modules based on audit findings and root cause insights. Communicates failures, risks, and gaps clearly to stakeholders and drives appropriate corrective actions. Provides coaching and guidance to teams to strengthen quality behaviors and expectations. Serves as the primary point of contact for quality performance within Patient Services.

6. Develops and maintains quality systems that support standardization, transparency, and continuous improvement across the division. Identifies risks and systemic issues; recommends solutions that support compliance and operational excellence. Promote a "First Time Quality" culture in partnership with Training and operational leaders.

NOTE:

The core functions are intended to describe the general content and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by leadership.

SUPERVISORY RESPONSIBILITIES

DIRECTLY REPORTING

Includes direct supervision of professional and administrative staff.

MATRIX OR INDIRECT REPORTING

Indirectly leads cross functional teams.

TYPE OF SUPERVISORY RESPONSIBILITIES
Hires, trains, conducts performance management, evaluations, and directs the workflow for the staff.

SCOPE AND COMPLEXITY
Operates with significant independence to oversee quality, compliance, and auditing functions across Patient Services. Uses sound judgment to resolve issues where procedures are unclear and develops new processes to ensure consistency and regulatory alignment. Interacts with a broad range of internal partners-including staff, auditors, supervisors, managers, executives, training, and compliance teams-as well as external stakeholders such as patients, clients, vendors, regulatory bodies, and partner medical facilities.

Provides guidance, leads investigations, and makes recommendations that influence quality performance, audit readiness, and operational effectiveness.

PHYSICAL DEMANDS/ENVIRONMENT FACTORS

Requires extensive sitting with periodic standing and walking. May be required to lift up to 20 pounds. Requires significant use of personal computer, phone, and general office equipment and use of Laboratory Information Systems. Needs adequate visual acuity, ability to grasp and handle objects. Must wear protective clothing as required. Ability to communicate effectively. May require off-site travel.

KNOWLEDGE,

SKILLS AND ABILITIES

• Strong verbal and written communication skills.
• Resilient, positive…