Customer relations manager Jobs in Greensboro, NC

Director

The Director will be responsible for providing leadership for the Co-Lab Services relationships across the region. Collaborates with Quest lab management, Co-Lab clients, and Quest National Co-Lab team to ensure successful execution of contracted services. Identifies and develops business strategies to maximize Co-Lab client relationships. Is accountable for the accuracy of all services performed by the laboratories under his/her supervision. The preferred location for this position in Roanoke, VA.

Responsibilities

• Establish short- and long-term goals with Co-Lab clients; direct resources in the deployment, management and execution of all aspects of implementation plans to ensure goals are met; and measures compliance in collaboration with administration (Quest Diagnostics and Co-Lab Hospital Site).
• Prepare written monthly reports on Co-Lab goals and integration activities and submit to the RVP, as directed. Establish necessary budgetary controls and maintain costs within budgeting and contractual constraints.
• Apply knowledge of hospital financial operations as it relates to functioning of clinical laboratories. Lead change initiatives related to laboratory hospital information systems, implementation of integration plans, and interface opportunities.
• Responsible for Key Performance Indicators (KPI) / metrics such as: Employees / Quality / Delivery / Costs (Employees: Engagement / Retention / Turnover / Safety) / (Quality: Test not performed/ Lab Mishandles / CAP Proficiency / Training / Audit Outcomes) / (Delivery: Turn Around Time & other Co-Lab site specific metrics) / (Costs: Productivity / Efficiency / Cost Reduction Projects).
• Perform management tasks to include: direct management of staff, workforce planning, staffing, performance management, talent management and staff development.
• Ensure that all testing performed under his/her supervision is according to established, approved procedures and quality control policies and meet contract requirements.
• Work closely with key functional leaders including National Co-Lab Team on critical tactical as well as strategic type issues.
• Support and comply with all Quest Diagnostics and Co-Lab Hospital site policies and procedures. Accountable for implementation and employee compliance with policies and procedures.
• Make recommendations for the purchase of capital equipment.
• Support and participate in the hospital's performance improvement process in an effort to continuously improve the quality of patient care.
• Ensure that the laboratory maintains certification in all testing areas and retains its license.
• Promote mutual respect and professionalism throughout the company and hospital.
• Ensure that client inquiries and problems are handled professionally and expeditiously.
• Perform other duties as directed.

Qualifications

Required Work Experience:

• 6 8 yrs. increasingly responsible leadership roles in lab management, business development.

Preferred Work Experience:

• Leadership role in a hospital lab partnership or hospital lab administration strongly preferred.

Knowledge:

• Strong foundational knowledge of: CLIA, CAP, HIPAA, & other regulating / licensing bodies
• Organizational & Strategic Agility
• Operational Excellence including Problem Solving & Financial Mindset
• Technical Competencies
• Bias to results
• Talent Assessment & Organizational Development
• Managerial Courage
• Customer Centric Mindset & Focus
• Excellent interpersonal skills
• Servant leadership style
• Change agent

Skills:

• Ability to develop and sustain strong relationships with hospital, business leader and laboratory professionals.
• Ability to work with and communicate effectively with physicians, hospital and company leadership, staff and customers.
• Strong organizational and analytical skills.
• Effective and demonstrated negotiation and collaboration skills.
• Strong customer focus and understanding of hospital operations. Ability to communicate with high level decision makers in the operations process.
• Personal adaptability and ability to lead change.
• Excellent communication skills (both verbal and written) and strong attention to details.

Education

• Bachelor's Degree Business or Life Sciences (Required)
• Master's Degree Master's degree or MBA in Business Life Sciences strongly preferred. (Preferred)

Licenses and Certifications

• ASCP Certification (Preferred)

Work Requirements

• Travel Required

About the Team

Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume. Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.