Mgr, Project - Customer Care

the journeybegins withyou.There's quite a distance between wondering and knowing. And for patients waiting for answers to important health questions, it's a road they want to travel as quickly as possible.

At Quest Diagnostics Incorporated, we understand urgency. But more than speed, we focus our energies on accuracy. Currently, we seek a Project Manager, Customer Care!

Main Duties

The primary responsibility of the Project Manager –Customer Care Reshape is to manage the design, development and deployment of Customer Care Reshape initiatives .  This role will facilitate progress of identified projects(Automated Results, Call Tracking etc.) through direct contact with the National Director, client services and the IT Program Management team. 

Project Management: design project plans, identify scope, resources needed and communicate status of ongoing projects across cross functional teams.  Partner with IT, Venders to identify delays, risks and contigencies.  Assess overall status and deliver milestones within deadlines.  Develop training (all functions) and coordinate implementation activities. Conduct analysis and evaluate risks., provide alternative solutions and make recommendations based on cost/benefit and operational impact criteria. Maintain regular communication with cross functional groups(i.e. Finance, IT Operations) to ensure that all project priorities over the project duration are met.

Leadership: Assemble and lead project teams, on-site and remotely.  Assume ownership of issues, delgating and participating in activities when appropriate. Build project work plans, define team roles .

Analytical:  Perform Gap analysis and business unit readiness assessments.  Assist National Director Client Services in managing financial targets and timelines within the scope of specified projects.

Other project management duties, as assigned.

Required Knowledge

Previous PM experience in a company engaged in diagnostic testing and /or design experience for a multi-site large capacity call center.  Clinical, medical or laboratory experience or knowledge.

Demonstrated project management effectiveness:

-               Manage multiple projects and people, specifically in an organizational matrix

-               Deliver results on-time, on-budget

-               High level of organizational skills and attention to detail

-               Strong analytical skills and process analysis/workflow skills

-               Excellent verbal and written communication skills

-               Team leadership/group facilitation skills

-               Excellent interpersonal skills

-               Influence others at all levels of the organization

-               Analytical ability, detail oriented

-               Work effectively both independently and within a team

Strong PC skills (Microsoft Excel, Word, PowerPoint)

Presentation skills

Required Experience

7 to 10 years work experience in a related industry, preferably with a company engaged in diagnostic testing.

3 to 5 years experience supervising customer service, phlebotomy and/or technical employees in support of physician and hospital clients.

Special Requirement

 50 % travel required. Occasional after-hours support may be required.

Quest Diagnostics has many career opportunities for individuals whose talent, initiative and dedication will complement our belief that the patient comes first and that values do matter. We work to earn our customers' trust every day by providing the highest quality products and services in a professional, accessible and informative way. Our workforce is diverse and talented and believes in our vision: 'Dedicated people improving the health of patients through unsurpassed diagnostic insights.'