Q3 2020 In Sight Newsletter

Q3 2020

The 4th Quarter is Upon Us...

...which in a normal year always indicates a style” survey, administered by Glint, was service they expect, while navigating a

busy time for all of us at Quest! Between rolled out to employees on September pandemic, making necessary decisions and

Annual Enrollment, Blueprint for Wellness, 29th. Please be sure you take the less adjustments along the way. Your

Employee Engagement Survey, Flu Shots... it than 10 minutes the newly formatted commitment to Working Together Safely has

can be difficult to keep it all straight. Now survey takes, to let your voice be heard been critical to ensure we all can continue to

throw in a pandemic that we are still trying to so that action can be taken from your work together while staying healthy. Let’s not

navigate and we can honestly say it is a insight! lose sight of following the proper protocols of

busier (and stranger) than ever 4th Quarter!  RecognitionQuest—RecognitionQuest wearing our masks properly, maintaining
social distance and washing our hands,
Let’s take a brief look at the programs is BACK! The new and improved version especially as remote employees begin to
underway (or coming soon) and what action is intended to help build a culture of
items you may need to take as we all try to voluntarily return to approved locations in the
cross the finish line of 2020 together, safely appreciation at Quest. Be sure to visit coming months. Ultimately, as we look to
and in good health. the HR Portal RecognitionQuest page for finish out this year – one certainly unlike any
more details on the better than ever
 Flu Shots—it is more important than program! Who will you recognize first in other - let’s stay focused and continue
ever to get your flu shot this year! Utilize supporting and lifting each other up across
the new platform?
the finish line.”

Quest’s no-cost flu shot voucher Something else that is worth paying attention While most of us cannot wait to have 2020

 program, available to you and your to and taking note of is how Quest continues behind us and a thing of the past, we can all
spouse, regardless of Quest benefits to make headlines for the incredible be proud to be a Quest employee… we can
participation (see page 14 for more advancements being made in the fight all be proud of how we banded together
details). against COVID, as well as through some during a time we all could use a little extra
great community support initiatives. Some of lifting up…. We can all be proud that we
Blueprint for Wellness—schedule your the headline stories are highlighted in the (have almost) made it through one of the
screening between now and November
9th to take advantage of Quest’s pages of this newsletter, but they can all be most difficult periods of history and came out
incredible no-cost health screening found in the Quest News section on ourQuest on the other side stronger than ever, United
benefit which can help you earn credits online.
as One.

to offset your 2021 medical plan We can all be proud of the work we have Inside This Issue
contributions (see page 14 for more done during such a challenging year, but is

details). imperative we stay focused on the great work Commercial Corner 2-3
still left to be done and do our part to keep Our People Make the 4-5
 Annual Benefits Enrollment—the ourselves, each other and our families safe Difference
enrollment period will begin on October and healthy. Our Regional Vice President Quest in the News 6
19th and run through November 9th. and General Manager, Alan Myers, shared SLT Spotlight 7
Stay tuned for more communications in how proud he is of the employees in the
the coming weeks. Southeast Region and what we all can do to
cross the 2020 finish line:
 Safely Working Together—all

employees were assigned an EMPower “I am proud of the way all of Everyday Excellence 8 –9
What’s Happening in the EBN 10-11
course to review the important playbook our employees in the World
intended to inform employees of the Southeast Region have Compliance Corner 12
In the Community 13
proper, necessary procedures that are to handled and adjusted for ICYMI 14
be followed as we all work together such a challenging year,”
currently and/or begin to occupy offices commented Alan. “We have
together once again in the near future. continued to provide our

 Employee Survey—the new “pulse patients and clients with the same quality

The Southeast Stars In Sight

COMMERCIAL CORNER

Awarded for Making a Lasting Impact

The Jacksonville Commercial team received the nuts and bolts of the effort,” commented

special recognition from a local non-profit Jorge Hernandez, Regional VP

for the incredible work done to provide Commercial. The recognition from the local

much needed COVID-19 testing services to non-profit in Jacksonville even got the

the homeless community. Debbie Bazzell, attention of Jim Davis who was grateful for

Sales Director, led the effort to help mobilize the team’s efforts!

and screen nearly 700 homeless Thank you to all who helped make this effort
Jacksonville residents. The collaborative possible and for your willingness to do your
efforts earned the team the 2020 Local part to help prevent the spread of COVID-19
Focus. Lasting Impact.™ Collective in the homeless community!
Power award. “Debbie and her team were

Welcome to the Team!

During the 3rd Quarter, several individuals joined our Southeast Stars family as a new Commercial team member or changed positions
within the Commercial Team. Below are some of the new faces we would like to extend an official “welcome to the Southeast Stars family”
greeting to, as well as some already familiar faces who we would like to congratulate on a new role!

Shadi Mattis is the new Hospital Account Manager for the state of Alabama, replacing Perry Hudson who retired
in early July. Shadi started her career at Quest in 2010 as an Account Sales Representative and was promoted to
a Physician Account Executive in 2013. She had continued growth and success in the PAE role and in 2016
became the Infectious Disease and Immunology Representative for the state of Alabama. She has actively
participated and served as a mentor in the mentor/mentee program for the past 3 years. Shadi has been very
engaged in our Health System business over the past four years helping drive IDI Growth within the four walls of
the Health Systems as well as our Health System Outreach partnerships. Her existing relationships already
established along with her ability to quickly pivot during the Pandemic will all help her have immediate impact.

Chris Warner began his new position with Quest on September 21st as Strategic Account Executive – Federal
Qualified Health Centers (FQHC’s). In this role, Chris will be responsible for driving revenues and Quest service
offerings at the C-Suite level in conjunction with the local sales team and the Sales Directors. He has been in the
medical industry for over 14 years and has worked for Centurian Medical Products and Alliance HealthCare
Services before joining Quest Diagnostics as an Anatomic Pathology Account Executive in 2017 under the
leadership of Wil Santiago, Oncology ESD SE-S. Chris reports John Toye with dotted line responsibilities to each
of the Sales Director’s in the FQHC market space.

Tolbert “Trey” Sexton recently joined Quest, accepting the Physician Account Executive position for the
Pensacola, Florida market, reporting to Tongela Wortham. Trey brings to Quest a background in Health and
Wellness Sales and Human Capital Management. In his previous role, Trey was recognized as the Atlanta
Producer of the Year 2019 and for Year-Over-Year growth of 303% 2018-2019. Trey will leverage his experiences
facilitating C-Suite presentations to maximize growth in the Pensacola market.

Congratulations to James Davis who was recently promoted from Physician Account
Manager (PAM) to Physician Account Executive (PAE)!

2

Q3 2020

Making Our Presence Known in the Carolinas

Take a moment to read the recent news article, published in the Triad Business Journal on September 15th, talking about the
Greensboro lab’s presence in the Carolinas and the growth in the Carolinas, thanks to our Commercial Team pounding the pavement!

With two U.S.- in fields ranging from pharmaceuticals to ahead.

based giants services and medical devices, Myers A spokesperson said Quest is seeing one and
two-day turnaround times and has the
in the explained that the early stages of the capacity to conduct as many as 200,000 tests
per day.
diagnostics pandemic presented a challenge to the
LabCorp recently published similar figures, as
space diagnostic firm’s base business. well as a hybrid test that can identify both flu
and Covid-19. Quest said it, too, will likely
focusing Its pivot to Covid testing, however, and the have a dual-test product on the market.

heavily on the advances it has been a part of achieving in The two competitors continue to collaborate
response to that vein have more than righted the ship. to combat the crisis, and Myers said the
the Covid-19 pandemic over the past few industry overall has and will continue to
months, it’s probably a matter of geography Last week, the company published investor benefit from increased exposure throughout
guidance suggesting its earlier projections for the pandemic.
which of them –– LabCorp or Quest
2020 year-end revenue were lower than what “Any lab I think right now is going to get some
Diagnostics –– one hears more about. brand recognition. They're going to be
is shaping up to be the case. noticed,” he said.
The Triad, namely Burlington, is home
High-end projections of $8.6 billion have That has not always been the case. For
to LabCorp (NYSE: LH), an $11.5 billion many, a diagnostics lab is the place that
increased to a forecast of $8.6 billion. Public receives and processes pre-employment drug
corporation with a local workforce of 5,200 screenings or routine blood work for an
record shows revenue for 2019 closed out at annual physical.
and an overall employee count of 61,000.
$7.73 billion. In fact, diagnostics companies offer much
On a similar scale, Quest Diagnostics Inc. more.
All diagnostic firms regardless of size started
(NYSE: DGX) employs 47,000 people
company-wide. What area residents might not from zero when it comes to Covid-19 testing.
By working collaboratively for the greater
know, however, is that Quest, too, has a
good of the population, advances have been
significant presence in the region.
made in rt-PCR (polymerase chain reaction)
An 85,000-square-foot Greensboro lab testing, which shows if a person is presently

employs 320 people and is fed locally by infected, as well as in serology testing, which

three patient service centers among the 45 tells if a person has been previously infected
total across the Carolinas.
with the virus and now has the antibodies in

While it will never supplant the foothold of its his or her blood to fight off the disease. Quest's own 2014 study attributed 2% of the

largest competitor in its own back yard, the “The genesis of the development we did at then $3 trillion U.S. spend on health care go
Secaucus, New Jersey-based firm is quietly
optimistic about its growing presence in the Quest was developing methodologies that we to diagnostics, but that 2% guides more than
Carolinas. could get (Emergence Use Authorization) with 70% of the health care decisions that are
the FDA to get started, and those originated made by physicians and their patients.

“I tell people all the time, it is a great time to in our esoteric labs,” Myers said. Today the U.S. spends more than $3.5 trillion

be at Quest Diagnostics, and I think you could One is in Virginia, outside of Washington, on health care, and with the pandemic, the
say that about the diagnostics industry in percentage spent on diagnostics will almost
D.C., one is on the West Coast; and one is in certainly have increased. A benefit of the
general,” said Alan Myers, Quest's vice increase, though, may be in other areas of
the Boston area. health care, such as early detection and the
president and general manager for the monitoring of chronic illnesses.
“So we started with those, but then we made
Southeast Region. “I hope and I expect that, not just us but I
significant investments in our regional labs to think the whole industry, hopefully will take
"We really liked our position in the Carolinas. put the capability testing for more than more advantage of this and do a good job of
We're growing there, we've got great describing the things we do for health care
standard instrumentation in each" of the and for society,” Myers said.
capabilities. Of course, LabCorp is a great
company's six regions, Myers said.
company, a great competitor. But we offer
great offerings as well, and I like to think we're Among those six regions is the Southeast,
which encompasses the Carolinas.
nimble, I like to think we're a little hungrier

and we're trying to make a name for With revenue up and the U.S. on the cusp of The above article was written by Triad
ourselves in this marketplace and we've been the cold and flu season to coincide with what Business Journal Reporter, John Joyce,
doing really well," Myers said. has repeatedly demonstrated itself as a and can be seen online, here.
resurgent pandemic, there is a lot more work
A 35-year veteran of the health care industry

3

The Southeast Stars In Sight

Our People Make the Difference!

Take a look at the glowing feedback several of our employees have received over the last few months, from patients and clients. Thank you
to all of our Southeast Region employees for continuing to go above and beyond to service our clients and patients, especially during such
challenging times!

A Patient Services Supervisor received the following email from a patient with glowing remarks for Alex Rodriguez, PS Rep III/Site Lead:

I am writing to you in regards to my experience today with a specific employee that you have at your Lakeland Hills location; today I had the
pleasure of meeting Alex. I was absolutely blown away with his customer service skills, sense of humor, and overall work ethic. My doctor
(unfortunately) gave me TERRIBLE instructions on how to approach your facility, and I only had a certain window to do my lab work in. I
spoke to Alex about my concerns with not having my blood drawn by the appropriate time; he made a quick phone call and personally
handled my blood work today. I felt horrible about making myself seem like “top priority,” but Alex assured me that these circumstances and
this specific issue was something he would be happy to handle. As my blood was being drawn, Alex and I had one of the best conversations
I have had in a long time. He asked me about myself, he was genuinely caring when it came to my circumstances, he was absolutely
hilarious, and by the end of my experience- I didn’t even care that blood was being extracted from my body- I wanted to be his friend. Being
a manager myself, there is a reason why I also credited his work ethic. Alex was extremely helpful to his teammates during this adventure;
he treated them with the utmost respect, assisted them with oddball questions, and even though your entire facility was packed- he kept
himself organized and calm. I was quite impressed with his ability to control and manage everything around him while keeping a smile on his
face and upholding an excellent demeanor. Alex, from my experience, is a one of a kind human being, and as I told him in our exchange,
“the world needs more people like you.” I truly meant it, Alex is wonderful, and I am happy my Thursday started with him.

Thank you for your time and for employing wonderful people like Alex.

Chris at the Venice Avenue PSC in It is not every day that our
Tampa, Florida is called the “angel” Chairman, President and CEO,
phlebotomist by one of her patients, Steve Rusckowski, receives a
Bob, who typically visits the PSC letter in the mail with glowing
regularly for routine bloodwork. After remarks about a Quest employee.
one of his routine visits in late 2019, Not many people these days take
Chris and the staff at the Venice PSC time out of their busy schedules to
really earned their angel wings when type out a thoughtful letter and put
they alerted Bob’s doctor to some it in the mail. But, one patient did
critical results. Thankfully, the quick just that after he received
thinking allowed for Bob to be “exemplary service” from
admitted to a hospital and get the Samantha Smith at the Kingsley
proper care he needed. Avenue PSC in Jacksonville,
Florida. As you can see in the letter written by Michael Bertty (the
“I feel like the people at Quest saved my husband’s life,” Bob’s wife patient), Samantha “...was pleasant, soft spoken and reassuring
Ellen wrote in her letter (pictured right). “Had they not been on the that (the patient) had nothing to worry about.” He even called her a
ball and detected an alarming lab result and called Dr. Cho right “Quest Super Star because of her outstanding service.
away, who knows what would have happened.”
Thank you, Samantha, for shining like a star and ensuring your
Awesome job, “angel” Chris, and the staff at the Venice PSC, for truly patients are taken great care of when then come to your facility!
putting the patient first!

The following email was sent by a patient regarding the impeccable service he received, starting with a Customer Service Rep and finishing
with his experience at the N. Dale Mabry PSC in Tampa, FL. An awesome example of putting our patients first!

I'm a lung transplant patient and routinely need labs to check my immunosuppressant medications. I have been doing this type of testing for
13 years, and normally don't have problems but because of COVID testing, I had an issue getting an appointment online for a timed
tacrolimus level. I needed to take my medications exactly 12 hours prior to the lab draw and unpredictable wait times would make this
impossible as a walk in. I called the customer service number and a representative, Carlos, was extremely helpful in escalating my issue to
a supervisor. Within two hours, I was contacted by area Supervisor Ashley, who understood and resolved my issue quickly, by setting me up
with a morning appointment the next day at my preferred lab on N. Dale Mabry. She sent an email to the site Manager Ken, who was ready
to assist me the next morning. Ashley even gave me her cell phone number should I have encountered any issues. I was very impressed
with the level of care I received from all the people I encountered at Quest regarding this issue, and I please to share this experience with
you. Thank you for listening, and thank you for having understanding and thoughtful people on your team. My health truly depends on
receiving timely labs and I'm appreciative of all that was done to help me in this situation.

4

Q3 2020

This Calls for a Celebration!

The following is an email sent from Maria Ortega, Senior Director, Lab Operations, recapping the recent Gambino Award Celebrations.

Congratulations once again to the A1C TNP’s by 84% contributing
Southeast Region, particularly LabOps and towards our overall points.
Quality Assurance, for being awarded the
Gambino Quality Award – Quest’s most The Gambino Quality Award is
prestigious recognition for excellence in particularly special to many of us in
medical quality. We’ve recently “paraded” the Southeast Region as we were
the trophy throughout the region, specifically fortunate enough to work with Dr.
at the “Big 4” lab locations, and hopefully Raymond Gambino in our South
you were there to be appreciated and enjoy Florida location. We know firsthand
in the fun. Gambino masks were also the stringent criteria required to be
distributed at the Big 4 locations and we awarded this prestigious award.

know you’ll wear yours with a great sense of At the right are just a few of the
pride for the good work you do. pictures captured during the parades.

One of the components of the Gambino Thanks again for all you have done and
Quality Award this year was a QMS project, continue to do in contributing to the
led by Prashant Hulloli, QMS Leader, and success of the Southeast Region.

Ana Hernandez, Miami Lab Site Leader who
formed a Local Kaizen team that reduced

Heroes Work Here!

Next time you go into a Quest PSC or RRL or once you return to the lab facility you used to call your office, be sure you are on the
lookout for the Heroes Work Here sign on the door or the Quest Hero button that the phlebotomist/tech wears on their lab coat. Maybe
you will spot a Quest employee out in public wearing their “I am a Quest Hero!” or “Gambino Award Winner” face mask? Regardless
where you are, Quest Heroes really are all around!
Lab Ops, RRL and Patient Services employees were all given these various items as a way to show appreciation for all they are doing
for our patients and clients and as a way for all those who come in contact with them or pass by a facility to know they are heroes and
we are proud they are Quest employees!
Thank you ALL for being Quest heroes!

Pictured above (from left picture to right:
Charlie Shephard at the Johnson City
PSC; Jasper RRL employees Amanda
Keeton, Stacy Jacks and Jessi Fote;
Tyese Dixon, PS Group Lead, Nancy
Williams, PS Rep, Kerri Faulker, RRL
tech—Tuscaloosa RRL; Reba Alderman
from the Tallahassee RRL.

The collage of pictures (left) are from the
Atlanta Lab of various Lab Ops
employees.

5

The Southeast Stars In Sight

Quest in the News

It is no surprise that Quest has been in the news a lot this year! We can all be proud of the great work our company is doing! Take a minute to
read through just two of the stories that have gotten attention the last few months. The below are portions of articles posted on ourQuest
online that were excerpted from a news releases issued to the media. Check out the Our News section on ourQuest online for the full articles
as well as more stories making headlines.

Quest launches three new combined COVID-19 and Respiratory Virus Tests

Nearly 20 viral and bacterial Infections pandemic, reducing the spread of viruses and subtypes and the RPP panel
can be identified from a single swab, respiratory illnesses, like flu, this fall and can aid the identification of 18 viral targets
reducing time to diagnose and treat. winter is more important than ever. and two bacterial targets. Each
respiratory panel test also only requires a
Healthcare providers across the United The new test options include the cobas® single nasopharyngeal specimen.
States can now access three different test SARS-CoV-2 & Influenza A/B*. The test is
options from Quest Diagnostics to aid the intended for simultaneous qualitative "With a perfect storm of COVID-19,
diagnosis of COVID-19 and differentiate it detection and differentiation of SARSCoV- influenza and seasonal respiratory viruses
from other seasonal respiratory infections, 2, the virus that causes COVID-19, and/or circulating over the Fall and Winter
including influenza (flu). influenza A or B virus RNA from months, laboratory testing that can
individuals suspected of respiratory viral reliably identify the virus causing disease
Each test is designed to use a single infection consistent with COVID-19 by will be critical to mobilizing effective
specimen, promoting faster test ordering, their healthcare provider. patient care and public health response,"
reporting and diagnosis, as compared to said Jay G. Wohlgemuth, M.D., Senior
ordering multiple tests, for potentially The test may be performed on healthcare Vice President and Chief Medical Officer,
improved patient care. The tests may also provider-collected nasal and Quest Diagnostics. "Our goal is to give
help reduce demand for specimen nasopharyngeal swab specimens and self providers multiple tools to care for
collection devices amid supply -collected nasal swab specimens patients as quickly and effectively as
constraints. (collected in a healthcare setting with possible, using a minimum of specimen
instruction by a healthcare provider). collection materials amid continuing
According to the CDC, this fall and supply constraints."
winter could be one of the most Two additional test panels from Quest
complicated times in the history of public Diagnostics, the Respiratory Viral Panel *The cobas ® SARS-CoV-2 & Influenza A/B Test and
health due to the potential spread of (RVP) test and the Respiratory Pathogen the Quest SARS-CoV-2 RT-PCR test ("Tests") have
seasonal respiratory viruses with the Panel (RPP), now include testing for not been FDA cleared or approved. The Tests have
SARS-COV-2 virus that causes COVID- SARS-CoV-2 using the company's SARS- been authorized by the FDA under an EUA for use by
19. Some symptoms of COVID-19 and CoV-2 RT-PCR test**, which was granted laboratories certified under the Clinical Laboratory
seasonal respiratory viruses, including flu, FDA EUA in March 2020 to aid the Improvement Amendments of 1988 (CLIA), 42 U.S.C.
are similar, and diagnostic testing can diagnosis of SARS-CoV-2*. With the § 263a, to perform moderate and high complexity
help determine the virus causing this addition of SARS-CoV-2, the RVP panel tests. The Roche test has been authorized only for the
illness. Because of the COVID-19 can aid the identification of up to a dozen detection of RNA from SARS-CoV-2 virus, Influenza A
virus, and Influenza B virus and not any other viruses

Quest Diagnostics Foundation at Work

Quest Diagnostics and the Quest pandemic," said Steve Rusckowski, The initiative aims to:
Diagnostics Foundation announced a wide Chairman, President and CEO. "Quest
-ranging initiative to address and reduce plans to donate testing services and fund a • Close gaps in COVID-19 testing
health disparities in underserved range of initiatives estimated to total more availability
communities, including those impacted by than $100 million aimed at improving
COVID-19. The multi-year initiative will access to testing and awareness of the • Address key social determinants of
provide a combination of donated testing value of diagnostic insights, which are the health that, in the past, have limited
services, education programs, basic building blocks needed to build access to testing and better health in
partnerships, and financial support. healthier communities." some communities

"Through our role providing testing to the The initiative will focus on serving people • Enable long-term impact in
nation, Quest has seen how underserved of color, elderly and homeless populations communities
populations have been disproportionately in locations throughout the U.S, partnering
impacted by COVID-19 with tragic with FQHCs, long term care facilities, • Drive awareness and education on
consequences. This major initiative is schools and universities, community the importance of appropriate
designed to address health disparities in organizations and others to find new ways diagnostic testing for health and
the communities hardest hit by the to address health disparities. wellness

6

SLT Spotlight Q3 2020

Get to Know Brian Young

We are fortunate to have an incredible Senior Leadership Team (SLT) in the Southeast Region.
Throughout the next several issues, you will have the opportunity to get to know your SLT a little better,
through this SLT Spotlight feature! This edition we get to know Brian Young, Director, IT Business
Partner – Southeast Region.

Q: How long have you been at Quest? and QDRS reporting. doesn’t leave me alone. Now I’m thankful for
everything thing he did for me and the
Brian: I have been with Quest for 28 years, Q: What do you enjoy doing when you are sacrifices both he and my mother endured to
by way of MetPath (MetPath became not at work? ensure I had a bright future.
Corning Clinical Labs before being spun off
as Quest Diagnostics) Brian: Relaxing! Most weekends I spend Q: Tell me something interesting that not
doing projects around the house… I like to many people know about you.
Q: Where are you from originally? keep busy.
Brian: I really enjoy cooking and especially
Brian: I am originally from Fort Pierce, Q: Who are some of your role models and baking. I have made many celebration cakes
Florida. why? including anniversaries and my own wedding
cake and my youngest daughter’s wedding
Q: Tell me a little about your family... Brian: From the very beginning when I cake. I still can’t believe she actually
started at MetPath it was always understood interviewed me! One thing many people
Brian: My mother still lives in the same that the patient is the center of everything we don’t know is I cooked a meal for my family
house in Fort Pierce after 60 years where me do. Each of our patients are relying on us at Benihana. They used to have a promotion
and my three older brothers grew up. My and our commitment to quality to provide where you get trained to cook a meal for
wife Norma and I met at Quest at the old them with the highest quality of service your family. Thank goodness they provided a
Deerfield Beach lab and have been married possible. I have known Betsy Swider for chef to assist and keep an eye on me. I don’t
for 20 years. I have three wonderful step- almost my entire career. She is the epitome know how these chefs do it. I cooked one
daughters. Two of them are active duty Air of putting patients first. Through the years meal and was so tired after it. BTW, I had to
Force, the oldest is deployed to Tokyo and is Betsy has reached out to me to research do the flip the shrimp tail into the toque (chef
retiring next year after 20 years. We have a particular issues and some times patients hat) and it’s not as easy as it looks. Another
four year old granddaughter. may have been impacted. If I come back really cool thing I have done is I was able to
without a complete answer or solution she sit in the cockpit of a B-2 (stealth) bomber.
Q: What is your proudest will challenge me to dig deeper. It’s not Not many civilians can say that.
accomplishment at work? always easy but it is always the right thing to
do and I thank her for that. Thank you to Brian for being our SLT
Brian: I think my overall greatest Spotlight this In Sight edition! Be sure you
accomplishment is that almost 29 years ago I In my personal life, when I was growing up take time to read more of Brian's’ “from
started as an IOP. I have had multiple roles my father always encouraged me to continue phlebotomy to IT” story on ourQuest Online!.
which prepped me for my current role. Some to develop myself and to never become
key projects I worked on which became complacent. I still remember some of our
Quest standards. Changing barcode type conversations and back then thinking why he
from Code 39 to Code 128, PSC scheduling,

(Pictured left): Brian
(back row, left) and his
beautiful family!
(Pictured right): Brian
shows off his culinary
skills… Benihana style!

7

The Southeast Stars In Sight

Everyday Excellence

The following are Recognitions sent in via email and/or given during the Breakfast Call meetings, over the past couple of months.
Congrats to all employees recognized for going above and beyond and exemplifying Everyday Excellence!

Earlier this year, a letter was sent to the Corporate Stephanie Sylvester thanked the Pensacola

Samantha Offices, recognizing Samantha logistics team for their tremendous efforts to
Thompson Thompson at the Pembroke Pines, Florida
PSC for her exemplary care of a patient. The provide service to clients in the Pensacola
Pensacola service territory (during a Logistics
patient’s mother wrote, “My daughter suffers hurricane situation). They braved very
challenging weather conditions and still Team
from a chronic illness and is on

immunosuppressant medication. Samantha provided excellent service to all that needed it.

provided a very professional, clean and efficient experience In addition, Bryan Anderson braved Bryan
deteriorating weather last evening to transport Anderson
that exceeded my expectations, without any wait time. She

was very calm and very caring. My daughter is a very hard those specimens to Panama City in

stick by Samantha has her extraordinary precise skill to order to make a Quest Air flight. Joe
Arthur Ford and Joe Collins provided Collins
know where and how exactly to target her draw on her first

try. Your extraordinary employee, coupled with the VIP regular updates on conditions and
employee safety throughout the
program that was implemented by Quest exceeded my night. Fantastic teamwork and Arthur
Ford
expectations! Thank you Quest! Please kindly extend an

extra special THANK YOU to Samantha for me!!!” dedication by all.

Awesome job, Samantha, of putting our patients first! Clinton Clinton Sells and Richard Pagan were
Sells
recognized for coming to the rescue of a
We successfully onboarded an account during a
Tallahassee relay driver. The relay driver had
Pandemic, however, we uncovered multiple
engine trouble just before arriving to
Cynthia client errors along the way. Cynthia Richard Tampa and Clinton and Richard didn’t
Barnett Barnett was gracious and willing to re- Pagan hesitate to come to his assistance, ensuring
train with the client in order to keep them
he arrived safely in Tampa and had an
with Quest. Not only will they be better
alternate vehicle available to return to
with what they are sending to us
Tallahassee. Wonderful example of teamwork!
currently, but they are willing to increase the

volume of tests going to Quest versus local Hospital. Shout out from Dr. Young to the Greensboro, Atlanta,

Thank you, Cynthia, for your willingness and Miami, Tampa and Field QA teams Suzi QA
thoroughness to create a partnership with a new client that Voisard, Teresa Cooper, Jamie Rando, All-Stars!
will continue to grow in volume, stick around, and Heather Moreau, Kim Davidson, Athena

trust ALL of us at Quest! Manning, Michelle Miller, Tuan Vo, Tracy

Tammy Crozier says thanks to Rose Rose Daniels, Mileivy Perez, Lizzette Rodriquez…
Williams, supervisor, for Williams they all went above and beyond to work together as a
rescheduling staff to accommodate the team to manually handle >4500 accessions to clear a
backlog of critical Florida public health reporting
Michelle needs of a client in another exceptions.
Granville
district. She asked for A huge thank you to Jim Garczynski for all the
transitional specialist Michelle Granville to

work at a strategic at risk client in North GA coordination through the construction

area for two weeks. Thanks to Michelle for Jim phase of the new Sand Lake Road site
Garczynski
Brad the willingness to travel outside her in Orlando. Jim’s organization of
Mello’s area. Thanks to Brad Mello's team and
Team Michelle and Rose for being the united front the move details coupled with James
the efforts from James Osalkowski Osalkowski

of Quest!! for all the detailed efforts to ensure a

8

Q3 2020

smooth transition of employees and instruments to the the Cytology services performed at this location. The site
recently went through a relocation with many moving
new site, as well as to Rick Lewis for all of his parts, but the audit results were evidence of the
commitment to delivering outstanding patient care. Great
Rick efforts with the relocation of the RRL Job Orlando Team!
Lewis operation, have all ensured we can open our

new location without interruptions to our

service levels!. On August 17th, the Atellica platform in Miami and Tampa

A very ill healthcare worker was collected Mandy labs went live! This transformational event impacts our
and the sample had already been picked up Bailey
when they needed to escalate to a P1 business widely; from the clients and PSCs to the
status. Mandy Bailey reached out for Chris
assistance at 5PM and with the help of Chris Bartley releasing of test results, including the positive outcomes
Bartley the flight bag was segregated and the Tina
patient found immediately upon arrival. Tina LewisSine from client satisfaction due to less blood needed
LewisSine facilitated the immediate
handling and Rob Childers has the Rob for testing and possibly better TATs for some
specimen prioritized. The test was released Childers
by 5:40AM and the client is extremely grateful tests to increased efficiencies in the
for our help. This team can always be
counted on for Everyday Excellence! laboratory. Congratulations to all who Atellica
helped achieve this incredible, long time All-Stars!

coming event that required significant amount

of work and coordination. Special thanks to

Facilities, IT, material management, National

and QMS teams. Special recognition to Robert Hinden,

Lourdes Melo and Mary Ann Hamzy in Miami and Jay

Rekha Shankar, Oncology Genomics Account Dempsey, Susana Rodriguez, John Lam, Yannery

Executive, recognized Natalie Richardson Gonzalez and Yoidan Diaz in Tampa for all the hard and

for being “...the most hardworking, tenacious intense work required to get us ready and making the go

individual I have the pleasure of working live in August possible!
with.” Rekha commented that Natalie is a
Natalie hero and an incredible team player; her Ana and Carol will be presenting on our October Monthly
Richardson Leadership Call on conducting a transformation event
during a pandemic! We look forward to hearing
attention to detail is beyond more about their journey on that call!

exemplary.

Lavonda Bryant recognized the entire GSO Paul Marthe thanked Andy Cowen Andy
Greensboro Specimen Management Management and Joe Seiler for the IT set up and Cowen
team for pulling together to process incoming
Team break down for the Orlando NBA

COVID samples from Miami. The Specimen community COVID event in July. Paul
stated, “It was a long day with a very early
Processing Team was able to get the GSO Joe
samples accessioned, bagged up for Referrals Seiler
return and all of the requisitions scanned
into Optimaxx. In addition, Lavonda Team start - thank you, team, for everything you do to
recognized the Greensboro Referrals GSO
team and Greensboro QMS who QMS keep Quest up and running!”

assisted in this project. Greensboro rocks!! Do you have an employee or team who has recently
exemplified Everyday Excellence? Or gone above
Tracey Davidson announced that the Orlando James
Cytology MQA virtual audit successfully Osalkowski and beyond for you? Why not give them a little
concluded with Green results for both recognition and have the be recognized on the daily
CLIAs at the site. She recognized all the
efforts made by the site supervisor, James Breakfast Call? Send an email with the details to
Osalkowski, to deliver exceptional quality for the Breakfast Call Team and they can ensure the
recognition is given! Who knows… they may even

appear here in a future edition of In Sight!

9

The Southeast Stars In Sight

What’s Happening in the EBN World

The Employee Business Networks at Quest offer an incredible array of networking channels, growth opportunities and so much
more. Take a minute to read through some of the great things EBNs in our region have done in the 3rd quarter as well as the special
#EBNRush program going on now!

The Hispanic/Latino EBN hosted a Hispanic Heritage Kick-Off Event on September 16th to officially
celebrate Hispanic Heritage Month which recognizes the contributions Americans tracing their roots
to Spain, Mexico, Central America, South American and the Spanish-speaking nations of the
Caribbean have made to American society and culture. The observance was born in 1968 when
Congress authorized the president to issue an annual proclamation designating National Hispanic
Heritage Week. Just two decades later, lawmakers expanded it to a monthlong celebration,
stretching from September 15 to October 15. Learn more by visiting the Hispanic/Latino EBN
homepage.
Did you know that the YoPro EBN offers mentoring opportunities for its members? The mentoring
team hosts Mentoring 101 Roundtable Discussions, Peer Mentoring, Job Shadowing, Speaker Series,
and other events that provide you with the best resources to facilitate the mentor/mentee experience
in the workplace. Join YoPro or visit the Mentoring and Development page to find out more! In
addition, the SE Region YoPro Chapter recently hosted a “Getting Ready for Your Next Role”
webinar. Check out the event here and stay tuned for more exciting events presented by YoPro!

The African-American Business Leaders Network (ABL) published a 2020 Special Edition “Race in
America” Newsletter in September. Take a moment to read through the pages which contain great
articles that talk candidly about important issues impacting the African-American communities and
how we continue having open and honest conversations to carry us along on a journey towards
sustainable change. In addition, there is a wonderful frontline hero spotlight article as well as a two-
page tribute to John Lewis.

#EBNRush and You!

Quest offers so many opportunities and leadership and influencing skills which I was great satisfaction. I have been able to drive

programs for employees to take advantage of able to do by becoming the co-chair of YoPro. events such as the yearly School Supplies

that can assist in life events as well as career Additionally, it has given me a chance to Drive, Christmas Toy Drive, and Blanket

goals. The Employee Assistance Program is network with great leaders in the organization Drive for the holidays. With those activities I

just one of the many programs that supports and partner with them in delivering amazing have experienced up close the impact we can

employees’ well-being and of course we have messages at Quest. YoPro definitely allows have in our communities. It’s been a

EMPower which offers opportunities to learn you to flex creative, social and innovative humbling experience to see the generosity of

and grow as an employee. skills that you might not necessarily get to do the Quest employees when it comes to

But did you realize that being part of one or with your regular work.” - Namrata Villait, helping others. Additionally, we have been

more of Quest’s Employee Business YoPro SE Chapter Co-Chair able to provide our members with

Networks is another way to grow personally “YoPro has served me personally in educational, professional and networking

and professionally? expanding my network and in doing so, I opportunities.” - Ana Hernandez, Hispanic-

By being part of an EBN provides the have been able to have greater exposure to Latino Co-Chair

opportunity to meet new colleagues and our business that I certainly would not have

expand your network. It can also help open had otherwise. I even gained a mentor out of
up doors and opportunities that you may not it! I think YoPro as well as other EBN’s help in
have had otherwise. Take a moment to read getting out of our mundane work bubble and
provide a sense of connection/engagement
through a few quotes from individuals on
with others, especially during a time like this.
what being part of an EBN means to them
and how it has helped their career at Quest. We need connection, but just as important,
we need continuous learning and
“For me YoPro has also been a great
development as professionals and YoPro
networking tool where I have been able to
provides a pathway in doing this.” -Dohel Like what you’ve read? Click here to sign up
actually develop leadership skills. I have for one or more EBN! Need to know more?
Ortiz, YoPro SE Chapter Co-Chair
never had any direct reports and knowing that
I wanted move up the career ladder I wanted “Being the Co-Lead for HLEBN has been a Click here to learn about each EBN in more
to be well rounded which meant developing challenging opportunity that has brought me detail.

10

Q3 2020

Women in Leadership Shows Support for the Southeast

We all know that this year has been one After a couple of calls and planning clothing drive effort to support local charities
unlike any other! We have been faced with sessions, the first webinar was created, as well as a “Building Your Brand While
new challenges and situations no one has which would end up being the first of many, Working Remotely & Resume Writing
ever had to navigate. But often times out of intended to help employees try and navigate Workshop” hosted by Jamie Bartlett, and
difficult situations, a lot of good can the new normal… hence the title: Navigating Tamela Dodson.
happen...people step up to lift each other up the New Normal!
and support those around them when they Then, Lab Ops and Commercial leaders Thank you to all who have been agile and
need it most. And sometimes it requires joined forces to talk about Leading During a thoughtful to ensure WIL could best support
changing best laid plans and adjusting to Pandemic, and so on and so forth. It was our amazing employees during a time we all
what is needed most at the moment. really amazing to see the steering need a little extra support!

That is just what the Southeast Chapter of committee rally around each other and
Women in Leadership did as COVID began tune into the needs of our region, planning
to take over the world. thoughtful, meaningful events that
everyone could benefit from.
When the SE Chapter gathered for their
2020 Planning Meeting in late 2019, the The team also successfully executed a
calendar quickly filled up with ideas for book club session on “Daring to Lead” by
leadership development series opportunities, Brene Brown, an incredible “Wonder Women
book club discussions and lunch and learns, Of Quest” webinar where we not only
similar to years past. Fast forward to March learned about Wonder Woman herself but Want to know more about Women in
of this year and the committee was faced had the chance to hear from two Wonder Leadership or watch and listen to the
with the question of, “how can we best Women of our very own: Laura Roshon and webinars mentioned in the article as well as
support our women colleagues and leaders Maria Ortega. Then, coming in the last other past events? Please visit the dedicated
of women employees right now?” quarter of 2020, there will be a region-wide SE Region WIL page on ourQuest online!

HealthyQuest Corner: The Importance of 2nd Opinions

The below is an email that was sent by Joan Frazier, Medical Technologist. Joan submitted her story in hopes of bringing
awareness to the importance of a 2nd opinion. “If I had only known, things would be so much better for me,” commented Joan. “If
by my speaking up and sharing my story it saves someone else, I will be SOOOOO happy!” Thank you for your willingness to share
your personal journey and story, Joan!

I would like to suggest the topic of cancer appointment I found a lump right around the opinion is. So I hope you will write an article
testing and 2nd opinions. area of the biopsy. So we did another on that. I was lucky, but many are not. A
mammogram and discovered that the tumor 2nd opinion would have saved me a lifetime
In 2013 my mammogram showed up highly had not been biopsied. After a lot of scans, of problems, and COULD save someone’s
suspicious. I was directed to have a biopsy, it turned out that I now had stage IV cancer, life.
so I asked my GP for the name of a metastasized to the spine, hip, and ovary.
surgeon. He did a biopsy, but unfortunately, Recently it has gone to the liver but, again, Graphic from docpanel.com
biopsied a healthy lymph node instead of we are fighting it back.
the tumor. So, of course it came back as
negative. It didn’t occur to me to get a 2nd I had a lumpectomy, the removal of some
opinion. I was just grateful to have “dodged nodes and traditional chemotherapy. I have
a bullet”. been on chemotherapy in one form or
another ever since and this has all taken a
Well, the following year (2014) my back toll on my strength, stamina and quality of
started giving me problems (unheard of, for life. Even so, I am blessed to be alive. I also
me). So I made an appointment with the GP kick myself for not having the sense to get a
thinking that I’m getting older and have a 2nd opinion. I really would like everyone to
sedentary job, so I just need back- understand how VERY important a 2nd
strengthening exercises. The day before my

11

The Southeast Stars In Sight

Compliance Corner

In it for the Long Run!

Are you waiting anxiously for laboratory results for yourself or a loved one?

• It does not matter what your intent is when accessing patient results; whether it is from a place of anxiety, fear or concern
employees may not access their own test results or those of anyone else if it is not a job requirement.

• Commit to protecting our patients EVERY day!
• If you are not sure, ask. Compliance is here to answer your questions.

Compliance Leadership Message

from Eric Chang, Regional Strategy Lead, SE Region

“The healthcare industry has been evolving rapidly over the past few years. While COVID is one of the
most disruptive industry impacts in recent history, changes in technology, consumerism, and cost will
continue to put pressure on our need to innovate.
Innovation changes the guardrails for how we work every day – breaking down organizational barriers
internally and externally, speeding up the pace at which we operate, and increasing the breadth of
what we need to understand. These changes are necessarily for growth and a good thing! However
one of the guardrails that cannot change is our commitment to compliance and privacy.
Our commitment to Quality, Integrity, Innovation, Accountability, Collaboration and Leadership is what
has brought us to where we are today and will continue to be how we succeed in the future. Let’s
continue to maintain our focus on each of these aspects of our values as we define the future of
healthcare together.”

2020 National Compliance Celebration DID YOU KNOW?

In our continuing effort to promote compliance awareness, a One minute is enough time to….
National Compliance Celebration (NCC) will take place the
week of November 2nd to celebrate our compliance successes, ✓ Lock your computer when you leave your desk
as well as our culture of integrity. ✓ Turn over pages containing PHI
A special part of our NCC will be the presentation of the ✓ Ensure documents are not left in open view
Compliance Excellence Award (CEA), honoring employees who
take Action with Integrity. We look forward to a weeklong (consider fax machines or printers)
celebration and brining you more on the winners of this
prestigious award! Action with Integrity!

Privacy Matters Crossword

Across
1. The process of encoding (scrambling) information.
4. Health Insurance Portability and Accountability Act.
5. Patient personal and medical information.
6. Media discussion boards and networking sites, such as Yammer, Facebook, Twitter and

Linkedin.
7. Employees access to patient information must be the ____ necessary required to perform work

related duties.

Down
2. Patient PHI is found on ______, in results, and on billing invoices.
3. At Quest Diagnostics, _________ is everyone’s business.

12

Q3 2020

In the Community

Quest Donates1,000 Masks to the Boys & Girls Clubs!

Like so many facilities across the country, the Boys and Girls Clubs of Wake County
have been serving as a remote learning center sites for school aged children, since mid
-August. Quest saw a need and partnered with the Boys and Girls Clubs to determine
how we could best support in this challenging time.
As with any in-person gathering these days, masks are a required and essential piece
to ensure a safe and healthy environment. Therefore, it was decided that 1,000 Quest
branded face masks being donated to the clubs would help in the effort to provide
children a safe classroom setting to work while giving them the opportunity to continue
having the social interactions (with proper social distancing enforced of course!) all kids
need.
In addition, Quest donated $5,000 to help with general expenses that will ultimately
help to get kids back into the locations and learning.
To see the news story that aired on Spectrum News, click here.

Quest Gives Back to the Homeless Community in Greensboro

Quest was excited to be able to support the GateCity180 effort in Greensboro which
provides necessary toiletry and clothing items to those in the community experiencing
homelessness. The effort was started about five years ago by a Greensboro native
(Dana Daughtry) who once himself was homeless and knows what it is like to be in
need. The drive is his way of giving back and to give hope to folks going through what he
once experienced. More than 150 bags were filled with essential items, of which Quest
donated hand sanitizer, sunscreen sticks and chap stick
To hear more about the founder’s story and the meaning behind the GateCity180
project, take a moment to watch the inspiring news story, here.

Acting with Integrity

What would you do if you opened a box only to find it contained valuable jewels?! On Monday
night, September 21st, the Processing Team in Atlanta was conducting business as usual when
one of their FedEx boxes didn't have specimens of any kind in it but instead contained $18,000
worth of diamonds and a cushion cut emerald! After getting over the initial shock, the processing
team delivered the box to their Manager, Tina LewisSine who then gave it to Tom Burgess,
Technical Director. Tom was able to locate the invoice with the sender’s information on it and
contacted them to let them know the situation. The sender, a jeweler in North Carolina, was
grateful to the team for their honest actions and relayed the correct recipient address to Tom
who ensured the package was delivered next door to the lab (a diamond wholesaler) where it was meant to be.
Tom commented, “It would have been really easy for someone to have simply pocketed the stones…. But they didn’t. The
did THE RIGHT THING!”
Maria Ortega commented, “It’s such a reinforcement of the pride I feel in our teams, who are truly what makes us the
organization that we are.”
Awesome job to everyone involved for acting with integrity!

13

The Southeast Stars In Sight

ICYMI

Have You Taken the New Survey?

Having your voice heard is easier than ever with Quest’s new GLINT survey platform.

WHY GLINT? Quest chose Glint to administer the survey to ensure an exceptional experience through stronger, more intuitive and
actionable questions; a user-friendly interface; helpful leader reporting tools; and a commitment to confidentiality.
HOW DOES IT WORK? The new approach uses a “pulse”-style survey that only takes about three minutes of your time. Pulse surveys,
which are shorter and more frequent, will give Quest the ability to capture real-time feedback and make meaningful changes throughout
the year.
HOW DO I TAKE THE SURVEY? Check your inbox for an email that was sent on September 29th from [email protected] and
click on the “Get Started” button . If you do not have an email address, please visit QuestEmployeeInsights.com or snap the QR code
displayed at Quest locations.
HOW LONG WILL THE SURVEY TAKE? That is the best part! Your insight can be provided in just three minutes! With just 18
questions, the new GLINT survey is significantly shorter than in years past.
Please take the opportunity to share your honest feedback about what it is like to work at Quest. Together, we will take consistent and
deliberate action to create positive change based on your input.

Reminder: Blueprint for Wellness and Flu Shots!

Have you registered for or completed your Blueprint for Wellness screening? Remember that you and your spouse have
until November 9th to participate in this incredible program that provides you with valuable health information AND the
opportunity to earn credits to help offset your 2021 Quest medial plan contributions. Schedule your screening today if you
haven’t already participated!
Be sure you print your no-cost flu shot voucher by visiting QuestFluShot.com and then visit your local CVS or Target
pharmacy to receive your flu vaccine. It is more important than ever this year to stay healthy and do what you can to not get
the flu! As an added incentive, Quest has pledged to donate $2 to the Quest Diagnostics Employee Relief Fund for every
employee who receives a flu shot this year, up to $25,000. But don’t wait! The incentive program ends on November 15,
2020 and the voucher program runs through February 28, 2021.

New IT Service Center!

Our new IT Service Center site is live. This cloud-based solution is for employees to request IT support and services, and it is fo-
cused on streamlining and simplifying overall service delivery.
The IT Service Center offers:

• One stop shop: Access just got easier through a single site with a simplified interface and all accessed through Single Sign-
on. Users will go to one place to request access to applications, report incidents and view progress on any actions, plus ex-
panded search functionality to allow easy status check of requests for services or technical issues.

• Platform for growth: the cloud-based platform becomes the single source of data for tracking incidents, end-user problem
tickets and requests for access and services, and will allow us to improve response rates and turnaround times.

If you have any questions, please contact the IT Service Desk: 877-53-QUEST.

Thank you for your support of the In Sight Newsletter! We hope you enjoyed this edition and welcome and comments or
feedback you may have to ensure we are bringing you the news and highlights YOU want to see!

If you have any feedback to provide on
this issue, please contact Cameron
Wannamaker, Senior Communications
Specialist.

14