Jodi Handfield
Quest Diagnostics
Uxbridge
13
years of professional experience
Dynamic and mission-driven leader specializing in operations and service excellence, with extensive experience in laboratory operations, customer solutions, and national business integration within complex healthcare environments. Expertise in aligning operational execution with service strategy and fostering cross-functional partnerships to enhance customer outcomes, drive business growth, and implement scalable solutions amidst change and uncertainty. Known for leading with integrity, curiosity, and care while cultivating trusted relationships across commercial, laboratory operations, HR, finance, logistics, and service teams. Proven track record of spearheading high-impact initiatives such as large-scale M&A readiness and integration, specialty Service Excellence expansion, client retention efforts, and operational model development that significantly boost revenue growth and improve service delivery.
Work History
Best Practice Program Manager, Sr.
1 Year 7 Months- National Customer Services and Solutions | Remote
- Lead strategic service excellence, business integration, and operational readiness initiatives across national healthcare and laboratory operations, translating evolving business needs into scalable, customer-focused solutions.
- Directed cross-functional readiness efforts for the Elvis / Spectra acquisition and Fresenius transition, supporting launch of a new dialysis business model tied to approximately $100 million in annual revenue.
- Established Kidney Care organization within NCSS, encompassing Client Service, Service Excellence, Analytics, Account Set-Up, Problem Resolution, and Clinical support functions.
- Supported successful conversion readiness for 1,908 Fresenius clinics across multiple modalities and contributed to the release of 3.1 million results.
- Led high-visibility Service Excellence initiatives across AP, Oncology, and Microbiology, expanding specialty support models and enhancing service delivery for at-risk and near-risk clients.
- Stabilized key client relationships through the Oncology Service Excellence pilot, driving customer retention and strengthening commercial partnerships.
- Built trusted partnerships across national Commercial, Laboratory Operations, HR, Finance, Logistics, and Service teams to align priorities, solve complex business challenges, and drive execution in a matrixed environment.
- Recognized for customer-first leadership, strong executive presence, and the ability to lead through ambiguity, change, and large-scale organizational transformation.
Best Practice Program Manager
1 Year- National Customer Services and Solutions | Remote
- Led cross-functional teams to implement process improvements, enhancing operational efficiency and service delivery.
- Developed and executed strategic project plans aligned with organizational goals, ensuring timely completion of initiatives.
- Coordinated resource allocation and scheduling for multiple projects, optimizing team performance and adherence to deadlines.
Customer Solutions Senior Specialist
4 Years- Managed strategic onboarding and retention support for key accounts by aligning customer expectations with operational execution and cross-functional service delivery.
- Partnered closely with Commercial, Billing, Connectivity, Patient Services, and Operations teams to coordinate timely issue resolution and improve the customer experience.
- Developed and executed risk-repair strategies for at-risk clients, helping stabilize customer relationships, resolve service issues, and protect business continuity.
- Monitored service trends, escalation patterns, and client feedback to identify root causes and implement corrective actions, enhancing account performance.
- Conducted client follow-up and service reviews, communicating with stakeholders to build trust and foster long-term retention.
- Combined customer insight, operational knowledge, and cross-functional collaboration to improve service models and deliver practical, business-focused solutions.
Supervisor, Specimen Management and Referrals
6 Years- Supervised daily specimen management and referral operations in a high-volume laboratory environment, ensuring compliance with quality, safety, and regulatory standards.
- Managed staffing, workflow priorities, and day-to-day execution to maintain service levels, meet deadlines, and support efficient laboratory operations.
- Managed staffing, workflow priorities, and daily execution to ensure service levels, meet deadlines, and enhance operational efficiency.
- Resolved employee, service, and process issues with sound judgment, emphasizing accountability and team alignment.
- Led, coached, and developed team members to improve performance, strengthen engagement, and increase operational flexibility through onboarding, mentoring, and cross-training.
- Reinforced culture of quality and customer focus while supporting departmental performance and compliance objectives.
Education
Bachelor of Science - Business Administration
Associate of Applied Science - Physical Therapist Assistant Program
Skills
Program management
Business integration strategies
Process improvement strategies
Program launch and scaling
Process optimization
Healthcare and Laboratory Operations
Customer retention strategies
Strategic planning
Change management
Service excellence
Collaborative leadership
Executive communication
Business insight
Project oversight
Accomplishments
- Led a major dialysis business integration initiative supporting readiness for the Elvis / Spectra acquisition and Fresenius transition, helping launch a new service model tied to approximately $100 million in annual revenue.
- Supported conversion readiness for 1,908 Fresenius clinics across multiple modalities and contributed to the release of 3.1 million results as part of a large-scale national transition.
- Helped build the Kidney Care organization within NCSS, establishing operational structure across Client Service, Service Excellence, Analytics, Account Set-Up, Problem Resolution, and Clinical support functions.
- Recovered and stabilized at-risk oncology business through the Southeast Oncology Service Excellence pilot, helping restore customer confidence and contributing to 10% incremental growth.
- Improved operational performance through AP pilot execution, including a 13% improvement in TSF, reduced transfer rates, and efficiencies that contributed to FTE savings.
- Expanded Micro Service Excellence into additional regions and implemented an internal SME support line to strengthen service consistency and operational support.
- Earned Exceeds Expectations performance ratings in both 2024 and 2025 in recognition of leadership, service innovation, and cross-functional business impact.Led a major dialysis business integration initiative supporting readiness for the Elvis / Spectra acquisition and Fresenius transition, helping launch a new service model tied to approximately $100 million in annual revenue.
- Supported conversion readiness for 1,908 Fresenius clinics across multiple modalities and contributed to the release of 3.1 million results as part of a large-scale national transition.
- Helped build the Kidney Care organization within NCSS, establishing operational structure across Client Service, Service Excellence, Analytics, Account Set-Up, Problem Resolution, and Clinical support functions.
- Recovered and stabilized at-risk oncology business through the Southeast Oncology Service Excellence pilot, helping restore customer confidence and contributing to 10% incremental growth.
- Improved operational performance through AP pilot execution, including a 13% improvement in TSF, reduced transfer rates, and efficiencies that contributed to FTE savings.
- Expanded Micro Service Excellence into additional regions and implemented an internal SME support line to strengthen service consistency and operational support.
- Earned Exceeds Expectations performance ratings in both 2024 and 2025 in recognition of leadership, service innovation, and cross-functional business impact.
Timeline
Best Practice Program Manager, Sr.
Quest Diagnostics
01.2025 - CurrentRead More
Best Practice Program Manager
Quest Diagnostics
01.2024 - 01.2025Read More
Customer Solutions Senior Specialist
Quest Diagnostics
01.2020 - 01.2024Read More
Supervisor, Specimen Management and Referrals
Quest Diagnostics
01.2014 - 01.2020Read More
Capella University
Bachelor of Science from Business Administration
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Becker College
Associate of Applied Science from Physical Therapist Assistant Program
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