Project Manager

We are seeking a highly analytical and result driven Project Manager to lead a variety of projects supporting strategic growth opportunities, retention of key account customers, and regional objectives in Customer Solutions Department.  

This role will lead projects and working teams to effectively initiate, plan, execute, monitor with data, and complete objectives to drive growth with new customers, client retention and improve margins with preventive problem solving and measuring project success against data driven measures/KPIs. This role will act as the operational point person for our new key accounts partnerships, assuring that they have a flawless startup. This position will work closely with Commercial Sales as a liaison between all of Quest Diagnostics' services - Laboratory Testing & Services, IT connectivity, Billing and Pricing, Patient Services, Finance, Logistics and/or Field Processing, Customer Solutions, providing an overall outstanding experience as a new Quest Diagnostics customer during the transition from their previous laboratory.

 This role is ideal for a strong problem solver with a continuous improvement mindset who excels at project management, analysis and leading cross functional teams through ambiguity.

Pay Range: $80,700 - $98,000/ year

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

· Medical/Prescription Drugs

· Dental

· Vision

· Flexible Spending Accounts (FSAs)

· Supplemental Health Plans

· 401(k) Plan – Company match dollar-for-dollar up to 5%

· Employee Stock Purchase Plan (ESPP)

· Supplemental Life Insurance

· Dependent Life Insurance

· Short- and Long-Term Disability buy-up

· Blueprint for Wellness

· Emotional Well-Being Resources

· Educational Assistance

· Paid time off / Health Time

• Work collaboratively with Commercial Sales to coordinate activities that maximize client satisfaction.
• Provide personal contact to assigned new strategic accounts to ensure they have a flawless start-up experience and ensure successful processes for business as usual.
• Proactively evaluate customer needs and requirements to create optimal service delivery options for assigned "at-risk" customers who have serious concerns or challenges in doing business.

• Monitor health of the account progressively using measures of success to ensure flawless implementation and hand off of new business. 

  Customer Onboarding

   

• Ability to prepare and attend Client Business Review meetings 
• Partner with Commercial Sales as soon as the target customer has been identified. Learn from all parties involved what the value proposition is that has been presented to the customer as well as their key needs to ensure a seamless transition. Understand all aspects of the Customer from the Sales Director, Commercial Sales Representative, Connectivity, Billing and Patient Service perspective.
• Evaluate all information received and create a start-up plan based on what is learned. Plan will include a key communication strategy, including leading regular calls during the client set up and launch process with other key leaders to ensure operational readiness.
• Develop a strong working relationship with all functional leaders and stakeholders involved through regularly scheduled meetings.
• Schedule and conduct initial training sessions for key customers. Conduct follow-up or retraining sessions, if necessary.
• Document and communicate onboarding progress, risks, and go-live readiness using standard onboarding approach via Smartsheet.
• Be physically present prior to and during the customer's critical "go live" time which may be several days or several weeks, whatever the need assessment dictates. Travel can be as high as 40%.
• Set up and monitor accounts through the monitoring process. Review outcome using measures of success for initial 90-day period and 12-months post go-live. 
• Act as a change management agent to drive teams and the region toward success.
• Evaluate and communicate cash flow risks.

• Skill to communicate effective to “know your audience”

  Customer Retention

• Evaluate all information received and create a "risk-repair" plan based on what is learned.
• Coordinate activities to maximize client satisfaction through a close-loop problem resolution process.
• Attend "At Risk" conference and Daily Ops Call as needed to report resolution of any events for the key customers involved.
• Analyze any chronic service failures and interact with a functional group to develop initiatives designed to improve service levels and prevent recurring defects.
• Review client measures of success for at-risk accounts and coordinate action(s) between functional groups to resolve At-Risk and all other identified issues in a timely manner.
• Review the root cause description and appropriateness of the functional group's corrective action. Notify the functional group if the resolution is unclear, inadequate, and inappropriate or if documentation is required. Work with a group to develop an effective action plan.
• Monitor and communicate progress post implementation.
• Review the timeliness of the functional group's response. Notify the functional group immediately if the turnaround time goal is exceeded
• Visit or conduct conference calls with client accounts and at-risk clients to ensure that the resulting resolution and follow-up activity is satisfactory. Solicit and resolve other outstanding issues or concerns.
• In partnership with Commercial Sales, establish routine client visitation or conference call schedule to meet with key accounts and at-risk clients to review service metrics, satisfaction with local services, and address concerns. Expectations are to be out in the field at least 50% of the time but may be as much as 80%.
• Present recent achievements, ongoing activities, and performance to established goals at regional meetings.
• Ability to analyze using after action review concept
• Ensure total compliance with all company policies and government regulations. Maintains required documentation.
• 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 

Knowledge:  

• Broad understanding of the laboratory business and its service requirements.
• Pre-analytical, analytical and post-analytical process understanding including specimen requirements and processes.
• Strong understanding of Quest Laboratory Products and Services. Knowledge of Phlebotomy functions, services and requirements. High level knowledge of billing systems and process.

Skills:  

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Ability to communicate complex issues clearly and concisely. Strong effective presentation skills in a group setting.
• Demonstrated ability to influence and create change. Strong organizational and prioritization skills.
• Proven problem-solving skills with the ability to develop appropriate resolutions. Strong project management skills. 
• Ability to apply daily management system on regular basis.
• Strong analytical skills to identify risk and root causes for solutioning.
• Ability to maintain professional and tactful manner in stressful situations.
• Strong PC skills including word processing, spreadsheets and database applications (Word, Excel, PowerPoint, Access, Smartsheet, Microsoft List, Google Forms, AI)
• Ability to deal with client information in a confidential manner

Education

• Associates Degree (Required)
• Bachelor’s Degree (Preferred)

Licenses and Certifications

• Formal training in project management or continuous improvement methodologies (e.g., Six Sigma, Total Quality Management, Lean, Theory of Constraints) (Preferred)
• QMS Gold Level “Core Practitioner Training” (internally provided - completed within 18 months of entering into the role) (Required)

Work Requirements

• Travel Required