Director of Field Operations

We are seeking a results-driven and strategic leader to serve as our Director of Field Operations for the North Central- North Subdivision, overseeing Phlebotomy, Courier/Logistics, Day/STAT Laboratories, Hospital TSA, CTA, and Accessioning Teams across Chicago, Northern IN (South Bend), Wisconsin and Michigan. This role is responsible for driving operational excellence, employee engagement, quality assurance, regulatory compliance, and supply chain efficiencies while ensuring superior service for internal and external clients. The ideal candidate will have strong leadership, analytical, and communication skills, with experience managing decentralized teams in a fast-paced healthcare environment. If you are passionate about optimizing field operations and leading high-performing teams, we invite you to apply.

The ideal candidate will reside in Chicago, IL.

Through Field Operations and People management, this role will focus on the following primary 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:
  • Accessioning -- ensure target metrics are hit based on req type
  • 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.
  • Distribution & Logistics -- vendor cost and overtime analysis, and maintain efficiencies in courier routes
  • Laboratory -- ensure metrics are met in time sensitive day/STAT labs; monitor customer/client service goals and ability to reach TAT objectives
  • 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
• 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 or staffing related issues as it relates to company SOPs and protocols, confidentiality, and state/federal regulations.
• Travel as required throughout 4 state region including overnight travel as necessary

People Management

• Coach, support, develop and lead a team of managers
• Cultivate a positive work environment that promotes productivity, creativity, innovation and growth
• Drive employee engagement to improve performance and reduce employee turnover
• Maintain the required staffing levels to meet performance targets and ensure staff is properly trained
• Monitor team's performance and ensure proper resources for team members to do their job effectively

Requirements:

• BS/BA degree w/7-10 years of related experience
• 7+ years of experience mana