Mark Hertman
Quest Diagnostics Inc
Manalapan,NJ
31
years of professional experience
Results-driven customer service professional with deep experience in daily operations management, team leadership, and service delivery. Recognized for building strong client relationships, guiding large teams, and maintaining high performance in fast-paced customer focused environments.
Work History
Regional Logistics Manager
2 Years 4 Months- Daily management of 8 exempt level staff (Supervisors and Sr. Supervisors) and 300 unionized non-exempt level courier staff at the Logistics Department, Regional Labs and Mini-hub Labs.
- Demonstrated and promoted the Corporate Behaviors and Values in order to contribute to the overall Vision, Goals and Strategy.
- Established and cultivated an inclusive, motivational, enabling and performance oriented work environment through engagement, collaboration, and transparent communication.
- Drove an environment of continuous process improvement locally by engaging employees to implement ideas that would simplify and improve their work.
- Excellent organization, communication, and interpersonal skills; Agile in managing concerns of internal and external customers and employees in a professional manner.
- Maintained logistics services for specimen pickup within the areas served by areas of responsibility.
- Provided short/long term range planning for the logistics area in order to meet departmental requirements and customer needs.
- Ensured required trainings were completed by self and staff to meet deadlines: (i.e., Compliance, Safety, Safe Driver, etc.).
- Accountable for ensuring performance standards of the department were met through training, coaching and performance management.
- Maintained effective and efficient communications with all internal and external clients.
- Properly maintained required records and documentation.
- Demonstrated organizational commitment.
- Collective Bargaining negotiation team
Senior Logistics Supervisor
4 Years 5 Months- Supervised a team of 40 unionized non-exempt logistics couriers in the Manhattan region.
- Provided mentoring, coaching and guidance to Logistics supervisors and couriers to foster professional growth and high-performance culture.
- Facilitated Smith System Safe Driver training for all Logistics, Patient Service and Commercial employees.
- Submitted department bonus payments for Safe Driving, Route knowledge and Double route coverage.
- Monitored logistics performance and identified improvement opportunities.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Enhanced customer satisfaction levels with timely specimen pickup and proactive communication.
Logistics Supervisor
13 Years 5 Months- Supervised non-exempt unionized courier daily specimen transport operations, ensuring timely pickups, deliveries, and chain-of-custody compliance.
- Coordinated courier routes and dispatch schedules to support efficient laboratory logistics and service coverage.
- Monitored inventory levels for shipping supplies, requisitioned materials, and resolved shortages quickly.
- Reviewed route performance, identified delays, and implemented workflow adjustments to improve turnaround.
- Trained logistics couriers on handling procedures, safety requirements, and quality standards.
- Developed strong relationships with key clients through frequent communication and exceptional service delivery.
Patient Services Supervisor
3 Years 11 Months- Supervised patient service center operations, ensuring smooth patient flow and service consistency.
- Monitored daily workflow to reduce wait times and improve patient check-in efficiency.
- Resolved patient concerns and service escalations with professionalism and adherence to policy.
- Trained staff on specimen collection protocols, customer service standards, and safety procedures.
- Coordinated staffing schedules and coverage to support reliable front-end operations.
- Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
- Reduced wait times by implementing an effective triage system that prioritized urgent cases appropriately.
- Managed patient complaints professionally, addressing concerns promptly to ensure satisfaction.
- Communicated with patients, ensuring that medical information was kept private.
House Call Phlebotomy Coordinator
4 Years 9 Months- Scheduled patient home draw collection and staffing assignments to meet patient volume
- Monitored collection quality to maintain specimen integrity and reduce redraws
- Handled insurance verification tasks to validate patient insurance information
- Enforced safety and infection-control practices to support regulatory compliance and workplace readiness
- Checked team member work on a daily basis and coached on ways to improve performance
Patient Service Center Representative
1 Year 9 Months- Managed patient service inquiries, resolving scheduling, billing, and test-order questions with accuracy.
- Verified requisitions and insurance details to support compliant specimen processing and registration.
- Processed specimens in laboratory information systems, ensuring correct accessioning and tracking.
- Coordinated collection services with clinical staff to maintain timely patient flow and service quality.
Education
Bachelor of Science - Criminal Justice
Associate of Science - Business Administration And Management
Skills
Customer service
Excellent communication
Team leadership
Effective communication
Collective Bargaining Negotiations
Daily operations management
Relationship building
Adaptability and flexibility
Accomplishments
Eagle Scout, Boy Scouts of America
Timeline
Regional Logistics Manager
Quest Diagnostics Inc
05.2024 - 09.2026Read More
Senior Logistics Supervisor
Quest Diagnostics Inc
12.2019 - 05.2024Read More
Logistics Supervisor
Quest Diagnostics Inc
07.2006 - 12.2019Read More
Patient Services Supervisor
Quest Diagnostics Inc
08.2002 - 07.2006Read More
House Call Phlebotomy Coordinator
Corning Metpath/Quest Diagnostics Inc
10.1997 - 07.2002Read More
Patient Service Center Representative
Corning Metpath/Quest Diagnostics
01.1996 - 10.1997Read More
St Johns University
Bachelor of Science from Criminal Justice
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St Johns University
Associate of Science from Business Administration And Management
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