Quest Diagnostics · 2 hours ago
Vice President, National Customer Service & Solutions
Secaucus, NJ
Full-time
Onsite
Director/Executive
$275K/yr - $325K/yr
15+ years expQuest Diagnostics is a major healthcare company seeking a Vice President of Customer Service and Solutions to lead their national customer service organization. This role involves setting strategic direction, operational standards, and ensuring exceptional customer experience while driving innovation in service delivery.
BiotechnologyHealth CareHealth DiagnosticsInformation ServicesPrecision Medicine
Responsibilities
Develop and execute the vision, strategy, and roadmap for the customer service and solutions organization
Serve as a trusted advisor to senior executives on customer engagement, service delivery, and operational transformation
Develop and execute a comprehensive strategy for digital transformation to support omnichannel patient engagement including patient access, appointment scheduling and care coordination
Lead a workforce of 1,000+ associates across multiple sites and remote environments
Create a front-line culture of employee engagement and Continuous Improvement
Ensure compliance with HIPAA, CMS, and all healthcare regulatory requirements
Continuously improve the work processes, digital technologies, and culture for our call centers, and our on-boarding and at-risk engagement teams
Provide center-led operational leadership for Customer Support functions ancillary to the NCSS
Lead all Learning and Development, Quality, Workforce Management and reporting functions
Establish and monitor KPIs including Customer Satisfaction, Account Retention, call handling, resolution times, Net Promoter Score (NPS), and first-contact resolution
Drive a customer-first culture that balances empathy with efficiency
Innovate on new ways to engage our customers that leads to greater loyalty and business value
Implement advanced technology and digital tools (AI-driven self-service, chat, omni-channel solutions) to improve service delivery, reduce calls/ 100 reqs and reduce overall service cost
Champion continuous improvement initiatives that reduce pain points and elevate the member experience
Recruit, develop, and retain top leadership talent, fostering a culture of accountability, diversity, and engagement. Retain industry-leading attrition rates
Design leadership development, recognition, and workforce engagement programs tailored to a high-volume customer service environment
Manage multi-million-dollar budgets, ensuring productivity and cost-efficiency while maintaining service quality
Partner with Finance and Operations on capacity planning, workforce management, and cost-to-serve strategies
Qualification
Required
A Bachelor's degree is required
15+ years of progressive leadership experience in customer service, contact center, or operations within healthcare, insurance, or other highly regulated industries
Proven experience in customer-design and/or customer-centered thinking
Proven success managing large-scale organizations (500+ employees; ideally 1,000+)
Deep understanding of healthcare operations, regulatory compliance, and customer/member experience best practices
Demonstrated ability to leverage technology, data, and analytics to transform service delivery
Exceptional leadership, communication, and change management skills
Preferred
An advanced degree (Master's or MBA) is preferred
Experience with implementing and sustaining operations that follow and continuously improve using the Lean operations philosophy and toolset is a bonus
Benefits
Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program Blueprint for Wellness®
HealthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "MyDay" off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities
…and so much more!
Company
Quest Diagnostics
Quest Diagnostics is a clinical laboratory that offers diagnostic testing, services, and information.
10001+ employees
H1B Sponsorship
Quest Diagnostics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (44)
2024 (39)
2023 (75)
2022 (56)
2021 (49)
2020 (45)
Funding
Current Stage
Public CompanyTotal Funding
$2.6B2024-08-15Post Ipo Debt· $1.85B
2023-10-30Post Ipo Debt· $750M
1996-12-17IPO
Leadership Team
James Davis
Chief Executive Officer and President
Cecilia McKenney
SVP & Chief Human Resources Officer
Recent News
2025-12-19
2025-12-09
2025-12-03
Company data provided by crunchbase