Supervisor Event Staffing req73269

Supervisor Event Staffing - Lenexa, KS - Monday-Friday 

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Basic Purpose:

The Supervisor is responsible for overseeing the team of Specialists servicing events for Quest Diagnostics’ Health and Wellness division.

The Supervisor is responsible for overseeing and delivering a best-in-class customer and participant experience at onsite screening events for Health & Wellness Services client base, based on selection and management of contractors assigned to clinics. 

The Supervisor will manage the Event Specialist and Contractor Relations team for the Health & Wellness Services business including making all personnel decisions, providing performance mgmt. and continual development to meet the needs of an evolving department. In addition to the tasks noted, on a daily basis they will support, mentor, train and coach the Event Specialists and Contractor Relations team, who manage relationships with key internal and external client stakeholders including:

- Health and Wellness employer customers and their local site contacts

- Health and Wellness Commercial and Operations teams

- ExamOne Corporate and Affiliate Offices

- ExamOne Field Leadership Team

- Health and Wellness Field Operations Team

- Health and Wellness Subcontracted Examiner Field Staff

- Regulatory Team

Significant functional expertise in wellness field operations or a relevant field combined with experience and skill in driving high quality execution and client satisfaction are prerequisites for candidates. This position reports into the Manager, Event Staffing.

Duties and Responsibilities:

  • Responsible for the event staffing on a national basis for all wellness and immunization clinics for Quest Diagnostics

  • Manages teams to schedule an extensive network of per diem employees and more than 7,000 independent contractors to staff clinics

  • Responsible for all aspects of the Event Wellness Specialist job within an minimized assigned territory or clients (Note: approximately 40% Specialist work and 60% TL work)

  • Act as point of contact to a group of Event Specialists, who have primary responsibility for staff selection and execution of onsite wellness and immunization events. Provides coaching and direction to Event Specialists across multiple projects at any given time.  Prioritizes workload escalations within each territory.

  • Act as point of contact to a group of Contractor Relations, who have primary responsibility for coaching, on boarding, tier adjustment, and escalation support. Provides coaching and direction to Contractor Relations across multiple projects at any given time.  Prioritizes workload escalations within each region.

  • Guide the assigned Event Specialists to review and analyze client requirements or challenges and providing feedback to focus on  event profitability and high client satisfaction with input from the Manager, Event Staffing.   Monitors customer reaction to quality of services and implements corrective actions when required.

  • Administer workflow and first point of resolution for issues escalation.  Monitors workload to maintain balance and distribution across team members, including ensuring coverage for TOP time.

  • Signs off on escalated capacity dates/clinics under exception policy with Program Management and other Supervisors.

  • Able to work with and present to Director and VP level internal and external clients. Able to speak on behalf of the department in the absence of the acting department manager.

  • Provides consistent and constructive feedback to the Manager, Event Staffing on the performance of the team, execution of the onsite wellness events, and performance metrics to properly manage quality of the delivery.

  • Forms positive working relationships with all members of the Field Operations organization to effectively influence, prevent, or resolve key performance inhibitors such as attendance of field staff, quality and professionalism of field staff, capacity, and coverage.

  • Recommends improvements and alternative solutions to resolve episodic and ongoing problems. Serves as key point of contact with Client Engagement and Sales but ideally only for infrequent escalation as he/she develops team of front line specialists that proactively eliminate potential failure points and resolve problems quickly when they do occur.

  • Proactively mentors, coaches and shares subject matter expertise with others to elevate their capabilities to deliver world-class execution for clients. 

  • Takes a leadership role within Event Staffing team in the monitoring and completion of internal projects.

  • Surfacing and helping to evaluate  new procedures necessary for the growth of the department as well as field staff

  • Incorporating  feedback and  ratings for examiners to ensure effective staffing and optimal customer experience

  • Adhere to and contribute to efficient staffing operations as well as all company polices based on the guidelines set by management

  • Develop multiple territory relationships and knowledge of the area to collaborate with Program Managers to successfully implement new programs and deliver creative sourcing for staffing clinics

  • Collaborate with Wellness Staffing Specialists and Contractor Relation Specialists to implement new policies and procedures necessary for the growth of the department as well as field staff

  • Train team members on relevant systems, standards and procedures.

  • Support independent contractors questions, training, and orientation with new procedures and policies

  • Identify and communicate resource requirements to recruiting department

Supervision Exercised: 

  • Supervisor for 5-8 Event Specialists and 1-2 Contractor Relations Specialists in their daily jobs.

Qualifications:

Education Preferred:

  • Bachelor’s degree from an accredited college or university required

Work Experience:

  • 3+ years of experience in managing mid to large engagements across service delivery lines in healthcare, ideally laboratory testing and related services.

  • 3+ years of engagement or account management experience in marketing, sales operations and / or customer relationship management.

Other:

  • Strong working knowledge of client planning and execution, project management fundamentals for an employer driven service (preferably in the worksite wellness field).

  • The demonstrated ability to develop team members.

  • Strong presentation and conflict resolution skills.

  • Works willingly and effectively with others in and across the organization to accomplish team goals and is effective working in a matrix environment.

  • Ability to manage multiple projects, juggle priorities and deliver on tight deadlines.

Posted
09/01/2021
Type
Full time
Salary Range
$30,000.00 - 47,000.00
per Year
Salary range estimated by
Location
Lenexa, KS 66219, US