Quest Diagnostics
- Director, Hospital & Health System Experience
At a glance
Location: US-NJ-Secaucus Map
Posted: 07/25/2021
Closing: 08/24/2021
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Job description

Director, Hospital & Health System Experience

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 2020 revenues of $9.44 billion. 

Position Description

The Director, Hospital and Health System Experience acts as the Company’s champion for the Hospital and Health System customer and the go-to expect for defining, implementing and measuring an exceptional experience for our Hospital and Health System customer segment.

The Director will manage a council of cross-functional leaders focused on the Hospital and Health System customer, including key stakeholders in Operations, HTAS, Commercial and Marketing.  The role will lead the council through: identifying key needs to drive excellence in Hospital and Health System experience delivery; building pragmatic programs and plans to address Hospital and Health System pain points; alignment around investment requirements enterprise-wide to enable experience change; and prioritizing a plan of action annually to drive continuous improvement in the delivery of an exceptional customer experience across all transactional and engagement touchpoints with the Hospital and Health System customer segment.

The Director will partner with cross-functional partners to represent the voice of the Hospital and Health System customer in journey mapping, product and service design, UX/UI and other initiatives. This role reports to the Senior Director, Customer Experience & Commercial Enablement.

Responsibilities


•                 Drive short- and long-term strategic priorities to elevate the HOSPITAL AND HEALTH SYSTEM  customer experience, leveraging customer journeys and other insights to identify and prioritize the most impactful HOSPITAL AND HEALTH SYSTEM  touchpoints


•                 Manage a customer-focused council comprising leaders from key functions, (including Brand, Marketing, Commercial, HTAS and Operations) to deliver on HOSPITAL AND HEALTH SYSTEM CX initiatives


•                 Measure impact of initiatives against HOSPITAL AND HEALTH SYSTEM experience and business KPIs


•                 Execute programs to engage frontline team members in delivering an exceptional HOSPITAL AND HEALTH SYSTEM experience across all touchpoints; partner with learning and development teams to build trainings, define incentives and launch programs; measure program adoption and success


•                 Manage a process for prioritizing HOSPITAL AND HEALTH SYSTEM experience pain points, balancing customer and business imperatives, speed-to-market and resource requirements, and create and manage enterprise roadmap for implementing improvement programs

 

Qualifications


•                 Bachelor’s Degree is required; MBA is preferred


•                 5+ years of progressively expanding roles in marketing, operations or other related business discipline preferred


•                 Broad understanding of customer experience processes and systems including customer insights and market research (including NPS), journey mapping and persona development, experience design (including UX & UI), finance, sales, and marketing


•                 Demonstrated track record of successful results aligned to both strategic and tactical business needs. Produces high quality and effective deliverables in support of customer experience excellence


•                 Superior communication skills including ability to deliver formal business presentations to executive leadership


•                 Technologically-savvy, including expertise in traditional, digital and content creation and publication


•                 Ability to comprehend complex financial, legal, regulatory, and strategic issues


•                 Strong capabilities in leading others to analyze data and demonstrate quantifiable opportunities or results


•                 Excellent project leadership skills to hold team members accountable for delivery on goals and expectations


•                 Relevant industry experience (pharma, medical device, healthcare services, consumer, etc.) is preferred


•                 Up to 10% business travel required


•                 Ability to lead diverse, cross functional teams and in a matrix environment

Competencies


•         Manages Complexity


•         Cultivates Innovation


•         Strategic Mindset


•         Manages Ambiguity


•         Drives Results


•         Persuades


•         Plans & Aligns


•         Business Insight


•         Tech Savvy


•         Decision Quality


•         Collaborates


•         Communicates Effectively


•         Customer Focus

 

About Quest Diagnostics

Quest Diagnostics empowers people to take action to improve health outcomes. Derived from the world's largest database of clinical lab results, our diagnostic insights reveal new avenues to identify and treat disease, inspire healthy behaviors and improve health care management. Quest Diagnostics annually serves one in three adult Americans and half the physicians and hospitals in the United States, and our nearly 50,000 employees understand that, in the right hands and with the right context, our diagnostic insights can inspire actions that transform lives. 

The company offers the broadest access to diagnostic testing services through its network of laboratories and patient service centers and provides interpretive consultation through its extensive medical and scientific staff. Quest Diagnostics also provides services to employers, life insurance companies, other commercial labs, clinics, health plans, government agencies, and organizations involved in clinical trials research.

Awards/Recognitions


•         FORTUNE magazine's "World's Most Admired Companies" list for 7 consecutive years; one of only five companies to attain Most Admired status in the "Health Care, Pharmacy and Other Services" industry category. 


•         Fortune magazine’s Fortune 500 list


•         Forbes® Global 2000


•         Forbes®' America's Best Employers List for third consecutive year


•         Forbes® 2020 America’s Best Employers for Women for second consecutive year


•         S&P 500


•         Barron’s 500


•         Member of the Dow Jones® Sustainability World Index


•         Included in the FTSE4Good, Calvert, and Ocean Tomo sustainability indices


•         Listed in the most recent Newsweek Green Rankings


•         Consistently named one of the best places to work in U.S. business journal rankings


•         Named a DiversityInc Noteworthy Company for third consecutive year


•         Listed on the Disability Equality Index® (DEI), a joint initiative of the American Association of People with Disabilities (AAPD) and the US Business Leadership Network (USBLN), recognizing companies for prioritizing the inclusion of people with disabilities


•         Named Top 23 ‘Best Places to Work for LGBTQ Equality’ in New Jersey


•         Named a Best Place to Work for LGBTQ Equality by scoring a perfect 100 on the Human Rights Campaign Foundation’s 2021 Corporate Equality Index (CEI) for the fifth consecutive year.


•         Achieved Cancer Gold Standard accreditation from the CEO Roundtable on Cancer, recognizing our actions to reduce the cancer risk of employees and their families


•         Received C. Everett Koop National Health Award for Efforts to Promote Employee Health in 2020

Diagnostic Testing Services

Quest Diagnostics is the world’s leading provider of diagnostic testing, information and services that patients and doctors need to make better healthcare decisions. Their services range from routine blood tests — such as total cholesterol, Pap testing and white blood cell count — to complex, gene-based and molecular testing. They perform medical tests that aid in the diagnosis or detection of diseases, measure the progress or recovery from a disease or confirm that an individual is free from disease. In addition, they have specialized expertise in cancer, cardiovascular diseases, infectious diseases, and neurology.

About COVID-19 testing at Quest Diagnostics

Quest Diagnostics is at the forefront of the response to the COVID-19 pandemic, working to broaden access to laboratory insights to help us all lead healthier lives. We provide both molecular diagnostic and antibody serology tests to aid in the diagnosis of COVID-19 and immune response. Our COVID-19 test services are based on tests that have received FDA emergency use authorization and which also meet our high standards for quality. We are providing these test services under the Public Readiness and Emergency Preparedness Act.

We provide data on COVID-19 testing to various federal and state public health authorities, including the Centers for Disease Control and Prevention, and participate in studies with government and private institutions, aiding COVID-19 public health response and research. Through our team of dedicated phlebotomists, air fleet team, couriers and laboratory professionals, Quest Diagnostics works hard every day to help patients and communities across the United States access quality COVID-19 testing.

Outlook

In the $60 Billion and growing US Diagnostic Testing Market, Quest Diagnostics is the leader. Quest Diagnostics’ reputation as a leading innovator, provider of high value, low cost solutions and its financial strength and flexibility make it well positioned to capitalize on the evolving healthcare landscape.

Quest Diagnostics’ long-term strategy is to become the undisputed world leader in diagnostic testing, information and services. To drive this profitable growth, Quest Diagnostics plans to leverage capabilities to create differentiation:


•         Deliver Innovative Solutions


•         Leverage their Unparalleled Access and Distribution Network


•         Expand their relationships with large payors and health systems


•         Deliver Superior Patient Experiences

 

To Apply

Please Log In or Register to Upload a Resume and complete the online Application by visiting careers.questdiagnostics.com, clicking “Job Search” and following the prompts. Because of the large number of applicants to job openings, Quest Diagnostics will only contact qualified candidates for interviews.

Quest Diagnostics is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.


Director, Hospital & Health System Experience