Senior Director-Outreach Services

Positions Summary: The Senior Director of Laboratory Outreach Services provides strategic and operational leadership for a multi-channel outreach division, including Patient Service Centers (PSC), In-Office Phlebotomy (IOP), Mobile Phlebotomy services, and Logistics. Reporting to the President, this leader is accountable for scaling operations, driving revenue growth, and ensuring consistent, high-quality laboratory services across all outreach touchpoints. This role partners cross-functionally throughout the organization to optimize pre-analytical workflows, enhance patient and client experience, and expand market presence through operational excellence and service innovation. Essential duties and responsibilities:   Leadership & Caregiver Management   Lead multi-site outreach operations with a focus on scalability, reliability, and service consistency Build, guide, develop and mentor high-performing leadership teams and field staff across all outreach channels Establish standardized operating models to drive efficiency and support growth Foster a performance-driven culture centered on accountability, service excellence, and continuous improvement Growth & Business Support Partner with Sales/Business Development to onboard new outreach clients. Support implementation of new client accounts, including workflow design, service setup, and training. Collaborate on outreach strategy execution, including geographic expansion and service line growth. Monitor client volume trends and proactively align capacity to ensure operational readiness for growth.   Operational Oversight   Oversee end-to-end outreach operations across PSCs, IOP, mobile services and logistics. Ensure efficiency and accuracy across pre-analytical processes, including specimen collection and transport Maintain turnaround time (TAT) performance aligned with client expectations Ensure compliant, timely specimen transport   Quality, Safety & Regulatory Compliance   Ensure outreach operations comply with all applicable laboratory, federal and state regulations. Maintain quality standards across pre-analytical realm. Partner with Quality and Compliance teams during audits, inspections, and corrective action activities. Promote patient safety and specimen integrity across all outreach touchpoints.   Patient & Client Experience  Ensure high levels of satisfaction for external providers and patients. Monitor performance against commitments. Act as an escalation point for key client concerns and operational issues. Ensure laboratory services support superior patient outcomes through accuracy, timeliness, and accessibility. Financial & Performance Management Manage respective P&L, including operating and capital budgets. Drive cost efficiencies in Outreach Services division. Identify opportunities to improve profitability while supporting growth.   Technology, Systems & Process Improvement   Support implementation and optimization of systems (LIS, CRM, routing/logistics tools). Drive automation and digital tools to improve client onboarding and service experience. Drive process improvement initiatives to enhance operational quality and efficiency. Lead continuous improvement initiatives to streamline outreach workflows.   Stakeholder Collaboration   Collaborate with clinicians, internal stakeholders and health system partners to improve service delivery and satisfaction.  Serve as a key liaison between the Outreach division and internal and external customers.    Qualifications: Bachelor’s degree in Clinical Laboratory Science, Healthcare Administration or related field, or equivalent experience. 7+ years of progressive leadership experience in clinical laboratory operation with demonstrated outreach leadership  Experience with mobile phlebotomy teams preferred. Physical & Safety demands and Requirements Visual acuity and hand-finger dexterity to work at computer for extended periods. Effectively organize and prioritize work in response to demands and responsibility of the position. Travel to laboratory locations Good communication skills and ability to work productively with others.  Exercise sound reasoning ability and good independent judgment.  Be familiar with and adhere to safety, ergonomic, and health policies of the Company. Anticipate safety hazards, act upon unsafe situations and promote safety awareness.