Director - Field Operations

This role reports to the regional Vice President and is the senior operational leader overseeing service delivery for a regional subdivision and leads the regional Phlebotomy, Courier/Logistics, warehouse/inventory management, Day/STAT laboratories, Hospital TSA, CTA and Accessioning Teams.

You must have the ability to relate professionally and deliver messaging with all levels of the organization throughout multiple geographies, strong analytical abilities, the ability to motivate others, strong organizational and research skills, excellent time management, exemplary written and verbal communications, and great people leadership capabilities. This position is based on-site in Phoenix.

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.  Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only. For more detailed information, please click here

Through Field Operations and People management, this role will focus on the following areas:

• Operational Excellence
• Employee Engagement and experience
• Quality and customer care
• Development of efficiencies in supply chain and diagnostics
• Service to internal and external clients
• Regulatory Compliance and focus
• Strong financial and budget management

Field Operations:

•  Develop and execute strategic plans to manage the day-to-day operations of the region. 
• Empower and enable teams to drive operational excellence, employee engagement, and customer satisfaction
• Ensure teams have the resources, tools and capabilities to be successful
• Track and analyze performance metrics to identify systemic issues for different operational segments:

o Accessioning -- ensure target metrics are hit based on req type

o Phlebotomy -- measure the performance scorecards of staff, Net Promoter Scores (NPS), and track monthly P&L for each patient service center as it relates, headcount, revenue to expense, and overtime.

o Distribution & Logistics -- vendor cost and overtime analysis, and maintain efficiencies in courier routes

o Laboratory -- ensure metrics are met in time sensitive day/STAT labs; monitor customer/client service goals and ability to reach TAT objectives

o TSA/CTA labs -- monitor costs and ensure compliance with contracts. Make recommendations on contract changes to ensure adequate margin.

• Identify new service offerings for client and market
• Review the staffing models to address inefficiencies and implement changes when necessary and oversee process to approve/deny headcount requests; actively manage labor FTE needs based on business models
• Drive customer and patient satisfaction ensuring timely responses to all matters, includes monitoring and creating actionable strategies to improve NPS results
• Monitor the overtime spending, contract labor, travel and overall budget on a regular basis to ensure proper allocation of cost and labor
• Collaborate with commercial leaders to manage, retain and win new customers including quarterly review with larger clients
• Work directly with the sales and leasing team to analyze and assess the operational requirements to open new and evaluation of existing patient service site locations: example activities include allocation of space needs and site set-up, staffing needs, and adherence to regulatory compliance standards;
• Continuously assess the health of field operations to further efficiencies, focus on quality and improve production to drive the achievement of the division's goals and objectives
• Report any performance, compliance, health & safety or staffing related issues as it relates to company SOPs and protocols, confidentiality, and state/federal regulat