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Director, Billing Customer Experience Operations (Remote) at Quest Diagnostics Careers

Edina, Minnesota, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Sep, 26

Salary

0.0

Posted On

18 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Center Operations, Workforce Management, Quality Assurance, Performance Analytics, Omnichannel Strategy, Patient Experience, Strategic Leadership, Process Improvement, Healthcare Administration, Stakeholder Management, Data-Driven Decision Making, Training and Development

Industry

Medical and Diagnostic Laboratories

Description

The Director of Patient Customer Service Operations Support is responsible for leading the strategic and operational backbone of a high-volume, omnichannel patient contact center. This role oversees workforce management, quality assurance, training and development, performance analytics, and continuous improvement initiatives to ensure exceptional patient experiences across all channels (phone, chat, email, and digital platforms). This leader partners cross-functionally to align operational capabilities with organizational goals, optimize efficiency, and drive measurable improvements in patient satisfaction, access, and service delivery. 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.

Responsibilities

Lead the strategic and operational backbone of a high-volume, omnichannel patient contact center. Oversee workforce management, quality assurance, and performance analytics to optimize patient satisfaction and service delivery.