Director, Patient Services Operations - West (SoCal)

Job Description

Recognized by FORTUNE magazine as one of the “World’s Most Admired Companies,” Quest Diagnostics (www.QuestDiagnostics.com) is the world's leading provider of diagnostic testing, information and services that doctors and patients need to make better healthcare decisions. We are pioneers in developing innovative diagnostic tests and advanced healthcare information technology solutions that help improve patient care.

With corporate headquarters in Secaucus, NJ, Quest Diagnostics is a Fortune 500 company traded on the New York Stock Exchange (NYSE: DGX) and included in the Dow Jones Sustainability World Index. With 2025 revenues of over $11 billion and 2,250 patient locations across the United States, Quest Diagnostics serves half of the physicians and hospitals in the U.S. with their large variety of products and services.

The Role

The Director is responsible for the leadership of territory managers in multiple geographies in the West Region.  S/He is responsible for the quality of services and technical procedures, and the overall patient experience. The Director ensures compliance with applicable testing requirements, regulations and departmental budgets. In partnership with the Commercial team, responsible for the go to market and growth strategy in the geography. 

Quest is hiring for two Directors, one being responsible for teams/sites in Southern California and Nevada and the other being responsible for Northern California and the Pacific Northwest.

Responsibilities:

• Leading People & Teams: Manages territory managers in the performance of their role; drives employee engagement; merit and goal setting; workforce planning; selection and development of talent; strong partnership with recruiting team; responsible for succession planning and development of leadership pipeline
• Operational Oversight: metric & process focus: Patient Satisfaction; productivity; quality and recollection in patient service centers, client offices (IOP), mobile team, long-term care facilities and hospital processing sites; ensures adherence to regulatory and compliance guidelines
• Overall patient experience (patient health & safety): Responsible for end-to-end patient experience
• Financial acumen: including profitability, productivity, staffing optimization; adherence to budget and reaching cost targets
• Relationship Management: Commercial partnership; growth strategy; M&A: Aligns organization with growth strategy to include commercial partnership and community outreach; Supports partnership deals through due diligence and deal execution; liaison with all appropriate functions and departments to ensure that service functions are meeting operational support needs
• Manages territory managers within the geographic market area. Market is 1,300 employees.

Qualifications:

• People centered approach to running the business, require 10 years of experience leading people & driving business results.
• Proven ability to lead large geographically dispersed teams
• 6 years’ experience in field operations, laboratory, or related healthcare field
• Strong financial acumen, with demonstrated experience managing P&L
• Ability to build relationships while working in a highly matrixed and collaborative organization, in field operations, laboratory, or related healthcare field.
• Strong communication skills (written/verbal)
• Bachelor’s degree is required; master’s degree is preferred
• Travel estimated between 25-50%

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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.