Dir, Operations - Lab Card -WHS - Quest Diagnostics

Overview:

The Director, Operations, Lab Card – WHS, is responsible for ensuring uniformly high-quality service to meet established operational and financial targets and customer requirements in the areas of Client Services (Lab Card and Wellness call center), Customer Solutions, and Quality Effectiveness. Oversees the development of systematic approaches for assuring the highest levels of quality service to our customers. Coordinates client communications, client survey process and action planning, assists in the development of continuous quality improvement initiatives.

Responsibilities:

• Lead a team of Account Managers and/or support staff to maintain high service levels and assist the division in growing national business relationships within Health Benefits Management’s Lab Card & Blueprint for Wellness customers. 
• Assist the Account Management team in meeting or exceeding base budget and revenue targets, as defined annually. 
• Work with other members of WHS to expand and enhance business relationships, extend service offerings, and strategize for future growth. 
• Collaborate with internal and external resources including other lines of businesses and health plan teams, and Six Sigma to ensure consistent delivery of quality services and continuous quality improvement.
• Responsible for creating operational efficiencies and strategic revenue growth plans within the Lab Card business.
• Responsible for oversight of the Collection Network team (contracting and maintaining Lab Card network of third-party sites).
• Responsible for new sales and upselling existing customers
• Ensure the business utilizes an effective, consistent, and timely problem resolution process that is seamless to our customers.
• Ensure compliance with established standard service and production service metrics.
• Maintain market knowledge of sales and service leadership and serve as expert resource to business unit.
• Contract review and approvals
• Develop analytical tools to determine service and financial measures, including business unit ROI on quality service.
• Make recommendations regarding resource allocations and operational investment about continuous improvement and service initiatives.

Qualifications:QUALIFICATIONS

Required Work Experience: 

• 8+ Years: Operational Excellence & Problem Solving

Preferred Work Experience: 

• 5 Years: Leading Teams

Skills:

• Demonstrated success in developing and motivating team members to reach objectives. 
• Demonstrated strong customer service and interpersonal communication skills.

People Leader Responsibility: 

• Oversees up to 3-5 Direct Report Managers.
• Indirectly provide oversight to other employees across Workforce Health Solutions

EDUCATION
Bachelor’s Degree(Required)

LICENSECERTIFICATIONS

EEO: