Department: Customer Solutions 

The Customer Solutions department in Quest Diagnostics is responsible to enhance customer satisfaction, enable sustainable business growth, and contribute to better healthcare outcomes supporting customers covering 20 states and a wide variety of geographies. The department also supports commercial growth through expert technical services, seamless customer onboarding, customer long term relationship management, and the successful implementation and lifecycle management of diagnostic lab testing, software, and workflows. With a strong emphasis on financial margin optimization, this department applies systems thinking and data analytics to identify improvement opportunities, drive evidence-based decision-making, and ensure high-impact service delivery. Lean Six Sigma methodologies are leveraged to lead continuous improvement, promote process standardization, and implement automation initiatives that increase efficiency, scalability, and consistency across operations.

Work Schedule: 3 days onsite, 2 days work from Home. 

Location: Wood Dale, IL; Lenexa, KS; Denver, CO; Cincinnati, OH; St. Louis, MO.

Travel: 25%

We are seeking a highly analytical and results-driven Senior Project Manager to lead strategic initiatives focused on write off reduction, and revenue growth in the Customer Solutions Department. This role is ideal for a strong problem solver with Continuous Improvement mindset who excels at project management and analysis capabilities to lead cross functional projects, solve complex problems, deliver insights from data.

In this role, you will be a key influencer, change agent, partnering across cross-functional teams, including Customer Solutions, Billing, Laboratory Operations, IT, and Commercial, Patient Services, Health Plans, etc. to deliver seamless, scalable solutions for revenue growth. 

Business Analysis & Insights

• Based on data study, recommends write off reduction & revenue growth strategies for cross-functional teams – billing, customer ops, commercial, patient services, health plans, etc.
• Identifies areas of opportunities in end to end customer onboarding related to revenue growth write off reduction, billing specific improvements, etc.
• Drive stakeholder alignment and decision-making through data and structured analysis.
• Leverage tools like Power BI, Tableau, Alteryx, or Excel to extract, transform, and analyze large datasets.
• Develop dashboards/visual reports to communicate trends, performance indicators, and operational insights.
• Use insights to guide strategy, track project KPIs/measure of success, and support proactive issue resolution.
• Perform root cause analysis using data trends and statistical tools to drive problem-solving and process enhancements.

Project Management & Ownership:

• Lead large, cross-functional projects from initiation to successful completion with full accountability for results.
• Define and manage project scope, timelines, resources, dependencies, risks, and budgets.
• Develop and maintain documentation such as Project Plans, and weekly status reports.
• Troubleshoot client/business related issues and serve as a liaison between the client and internal functions (sales, lab, billing, logistics, IT).

Stakeholder Engagement & Communication:

• Identify and manage stakeholders across all functions and levels of the organization.
• Establish clear communication plans and ensure timely, transparent updates to all parties.
• Present findings, project updates, and recommendations to leadership using data to influence and support decisions.

Continuous Improvement & Problem Solving:

• Apply continuous improvement tools to streamline processes, reduce inefficiencies and improve
• Use structured Root cause Analysis techniques to investigate and resolve recurring service or operational issues.
• Collaborate with cross-functional teams to design, implement, and monitor corrective action plans.

Coaching & Leadership:

• Mentor team on billing knowledge & client workflows that lead to write offs
• Promote a culture of data-driven decision-making, and continuous improvement.
• Manage other responsibilities as required by evolving business needs. 

Required Qualifications:

• Bachelor’s degree
• 5–7 years of experience in Quest Diagnostics Billing/ Revenue cycle management project management and business analysis
• Knowledge of Quest Diagnostics billing processes
• Data Analytics - Ability to pull data from Billing systems and present insights/story from data
• Hands on experience in one of the data analysis & visualization - Power BI, Tableau, or Alteryx.
• Expert proficiency in Excel (trends, graphs, macros, vlookup, etc.)
• Expert in PowerPoint- ability to translate data into actionable insights and narratives with a visual story telling approach to present to executive leadership.
• Demonstrated experience with stakeholder engagement and cross-functional collaboration. 

Preferred :

• Understanding of Price Concessions write off adjustment codes, BIP, house accounts, payer denials, payer policies, Account Receivables, UPP(uninsured patient pricing), Slides, EMR workflows, account set up restrictions for billing 

Core Skills:

• Billing Experience –Billing work experience related to Quest Diagnostics BIP, AR, denials, Order Quality, and Trailers.
• Business Analysis – Excellent at gathering client/project requirements, analyzing workflows, and translating needs into clear documentation and solutions.
• Project Management – Organized, results-driven leader capable of owning project delivery from end to end.
• Data & Insights – Ability to work with large datasets to identify trends, issues, and opportunities, and to present them in a compelling, actionable way.
• Customer Focus – Committed to delivering excellent service and improving the customer onboarding and support experience.
• Collaboration – Effective cross-functional communicator and problem solver who thrives in a team-oriented environment.
• Time Management & Prioritization – Strong multitasker who can meet deadlines in a fast-paced, evolving setting.
• Problem Solving – Skilled in Root cause analysis, able to co-create solutions with internal teams to fix recurring issues and improve future performance.
• Analytical Thinking – Comfortable using data, logic, and systems thinking to solve problems and drive improvements.
• Emotional Intelligence - Strong interpersonal awareness, empathy, and communication skills to influence stakeholders, navigate team dynamics and resolve conflict constructively without direct authority

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.