The Sr. Program Manager, National Patient Services is a national role and is responsible for defining, maintaining, deploying, tracking and assuring compliance with key technical projects for technical excellence in Patient Services. This position responds to technical inquiries and provides subject matter expertise to the field, and other functions, facilitates the POC Testing Program and all Quality Assurance initiatives for Patient Services. The role is accountable for collaborating with the regional teams, and other national functions such as Medical, Compliance, Purchasing, Legal, Employer Solutions, etc.
Develops and manages project plans for multiple or complex requirements for both technical and non-technical projects. Identifies and incorporates best practices and collaborates with local Regional Patient Services teams. Monitors and ensures project plan milestones are met for all projects. Identifies key success criteria and key stakeholders for projects/initiatives. Acts as an advocate for the Regions and obtains their VOC as needed when new products are implemented.
Facilitates Patient Services Point of Care Testing Best Practice Team, design framework to support the expansion of testing beyond the Quest Diagnostics' core laboratory into waived testing supporting PSCs and IOPs.
o Writes and maintains technical standard operating procedures and policies (for example, includes the development and deployment of the Waived Testing Procedure Manual)
o Develop training and competency for POCT device users and assesses instrumentation for POCT
Assists with selection, development, and implementation of all Point-of-Care testing and coordinates, trains as needed, and maintains all records for all Corporate Point-of-Care activities
Key contact and owner for the Enterprise Collection account and is responsible the kit collection process for PS
o Defines, coordinates, and monitors quality assurance programs and supervises related activities specific to kit collections. Ensures quality control and compliance procedures are followed and QC reports are up to date.
o Ensures proper Laboratory procedures are followed for specimen handling and processing, test analysis, reporting and maintaining records of patient test results.
o Oversee plans and preparations for inspections and audits.
o Reviews test performance, drives process and project management, and prepares and submits required reports to meet these directives.
o Works closely with purchasing/procurement in product evaluations and assessments and assists with new product launch for PS
o Maintains general knowledge of all test procedures, instruments, specimen requirements, panic values and appropriateness of results.
o Supports the Patient Services QA Audit process including tracking of compliance, corrective action process which includes quality monitoring program ultimately ensuring SOP compliance.
Other project management duties, as assigned.
Demonstrates professional and independent judgment.
Job Requirements (Incumbent should possess the knowledge, skills and experience outlined below)
Medical Technologist, MLT or a BS in a health science with 5 years Clinical laboratory experience.
Previous experience with phlebotomy is required.
Patient Services or laboratory outreach operations and previous management experience is a plus.
Candidate must be highly motivated requiring a minimum of “hands on” direction to accomplish tasks. Must be a self-starter, able to identify opportunities for improvement and initiate activities to implement.
Strong technical writing skills.
Highly accountable and works with a strong sense of urgency. Ability to work under tight deadlines and handle multiple/detail-oriented tasks. Attention to detail
Demonstrated project management skills. Ability to balance short term urgent tasks with longer term, more strategic initiatives.
Must possess a Gold Standard customer service attitude
Proficiency with key PC software (Outlook, Word, Excel, PowerPoint). Data base and Tableau experience a plus.