Quest Diagnostics is a leading provider of diagnostic information services, and they are seeking a highly analytical and result-driven Project Manager. This role will lead various projects to support strategic growth opportunities and improve customer retention, working closely with multiple departments to ensure a seamless transition for new key accounts.

Responsibilities:

Develop a strong working relationship with all functional leaders and stakeholders including external clients, client-side executive leadership
Owns projects, including timeline, deadlines, resource constraints, and deliverables / results
Shifts between the "big picture" and the small-but-crucial details
Leverages project management skills and capabilities to take projects from ideation to completion by identifying key milestones, and deliverables while identifying risk mitigation plans, create KPI to measure project success, measure deviations – what was supposed to happen vs. what happened with data driven KPIs
Work with Strategic Account Executives, when target customers have been identified. Learn from all parties involved what the value proposition is that has been presented to that customer as well as their key needs to assure a seamless transition. Understand all aspects of the Customer from the Sales Director, Commercial Sales Representative, Billing, lab and Patient Service perspective
Evaluate all information received and create a start-up plan based on what is learned. That plan will include a key communication strategy, including leading regular calls during the client set up and launch process with other key leaders to assure our operational readiness
Analyze any chronic service failures to identify root cause and interact with functional group to develop initiatives designed to improve service levels and prevent reoccurring defects
Review the timeliness of the functional group's response
Present recent achievements, ongoing activities, and performance to established goal(s) at regional meetings
Ensure total compliance with all company policies and government regulations
Maintains required documentation - Establish clear communication plans and ensure timely, transparent updates to all parties, present findings, project updates, and recommendations to leadership using data to influence and support decisions, prepares visual representation of projects status using tools PM tools like Gantt charts, Project Charters, etc
Leads projects through issues, roadblocks, and problems, guides partners to perform through issues and constraints
Acts as a change agent to drive teams toward success
Ability to quickly learn new processes, systems tools as required
Perform root cause analysis (RCA) using data trends and techniques (like 5 Whys, Fishbone, Pareto, other six sigma lead methodologies) to drive to investigate true cause of operational issues, resolve issues and also proactively prevent recurring operational issues with continuous improving departmental processes
Develop high-impact, visual dashboards using (Excel, smartsheets) to communicate department wide project/client integration health and drive transparent accountability from all teams
Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position

Requirements:

Minimum of 5-7 years of successful project management experience
Minimum 3-5 years of customer service experience
Strong understanding of clinical laboratory operations and the onboarding process in healthcare
Strong skills in Project Management Tools like MS Excel Project Plan, Smartsheet
High proficiency in Excel and PowerPoint; ability to translate data into actionable insights and narratives with a visual story telling approach to present to leadership
Direct customer contact skills
Proven Project Management Skills
Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely, Skill to communicate effective to 'know your audience'
Demonstrated effective, strong writing and composition skills
Strong organizational and prioritization skills
Demonstrated Ability to work effectively in a team environment
Proven problem-solving skills with the ability to develop appropriate resolutions
Strong, effective presentation skills in group setting
Demonstrated ability to influence and create change
Action Oriented
Customer Focused
Functional / Technical Skills
Decision Quality
Interpersonal Savvy
Maintains composure in conflicts, ambiguity and fast pace environment
Strong PC and QLS system skills including experience with word processing, spreadsheet, and database applications (MS Word, Power Point, Excel, Smartsheet)
Learning mindset to quickly learn new systems, tools to accelerate project management & success as needed like Microsoft Lists, Microsoft Forms, etc
Certifications such as PMP, CBAP, Lean Six Sigma is preferred
Familiarity with lab regulations (CLIA, CAP, HIPAA), CRM or ticketing systems like Sales Force
Understanding of specimen requirements and processes in clinical lab diagnostics
High level knowledge of billing process how clinical testing gets paid by insurance, client, patients
Demonstrated experience leading process innovation, workflow optimization, and continuous improvement initiatives to drive business transformation preferred
Prior experience managing projects or driving operational excellence within a health system, clinical laboratory, or healthcare provider environment (Strongly Preferred)

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