Project Manager

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)