Exec Dir, Patient Services Midwest

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Job Description

The Executive Director, Patient Services GMW, is responsible for leading Quest Diagnostics’ Patient Services in the Region, overseeing 2100 employees, 300+ Patient Service Centers and 500+ In-Office Phlebotomist locations. The Director will drive strategy and execution to enhance customer & employee experience, operational excellence and profitable growth. The ideal candidate has demonstrated transformational change across a dispersed geographic footprint in large, customer‑facing operations, leveraging tools, technology, metrics and analytics with a process‑oriented approach.

This role is a key member of the senior leadership team for the GMW region, supporting profitable growth in partnership with Commercial Sales. The position reports to the Regional President and is based on‑site at the Wood Dale, IL office.

• Develop and execute Patient Services strategy and plans for the business.
• Deliver exceptional patient‑centric experience and superior customer service while driving profitable growth.
• Partner with Commercial Sales, Marketing and Regional leadership on Patient Services priorities and strategic goals, building a customer‑centric, high‑performance team.
• Own profitability of Patient Services operations.
• Drive operational excellence by optimizing operations to meet or exceed all metrics such as patient wait time, recollections, patient satisfaction, PSC and IOP cost and productivity, employee turnover, employee engagement and quality metrics.
• Grow patient encounters with commercial opportunities.
• 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.
• Hire, engage and develop leaders in the Patient Services function from supervisors to managers and Director, building a robust leadership pipeline.
• Facilitate alignment with Logistics and other regional functions to support streamlined operations and profitable growth.
• Partner and align with the National Patient Services team to execute priorities and initiatives.
• Travel within region to ensure high‑touch two‑way dialogue with employees.

• Business and Financial Acumen
• Strategic Agility
• Customer Focus
• Drive for Results
• Creative Problem Solving
• Interpersonal Savvy
• Process Management
• Building Effective Teams
• Communication & Influencing Skills
• Innovation
• Matrix Management

• BA / BS degree required; advanced degree preferred.
• 10+ years of professional experience in a leadership role in a customer service environment.
• Experience leading large, customer‑facing operations.
• Clinical laboratory or Retail experience is a plus.
• Health / patient care experience is a plus.
• Demonstrated success in overseeing a large, dispersed department or function with direct impact on service metrics and financial results, experience in best‑in‑class service industries.
• Experience leading change and business transformation.
• Execution / results focus.
• P&L / business acumen.

Quest Diagnostics honors our service members and encourages veterans to apply.

Equal Opportunity

Employer:

Race/Color/Sex/sexual orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.