National Manager, Cardiac Services

2 weeks ago

Toronto, Ontario, Canada LifeLabs Full time
LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years.

Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.


Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada.

The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust.

Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of _empowering a healthier you_.


Job Title:
National Manager, Cardiac Services

Reports to:
Director, Client Services

Purpose of the Role:


The National Manager, Cardiac Services will lead a team of dedicated employees in Cardiac departments in Ontario and British Columbia.

The National Manager will foster a culture of learning and continuous improvement to ensure high quality and cost-effectiveness is met while putting the customer at the centre of every decision made.


Core Accountabilities

Leadership Accountabilities:

  • Build a highperformance team and culture that fosters teamwork, change agility, commitment, transparency, and inclusivity.
  • Leads, coaches, and manages the cardiac services employees to develop and sustain a highperforming team.
  • Inspires, motivates, engages, and develops employees by creating a compelling vision, setting goals and objectives, and continuously providing feedback and coaching.
  • Leads and drives a customerfocused culture throughout their team to deepen client relationships and leverage broader LifeLabs relationships, systems, and knowledge.
  • Thoughtfully invests in the team across their employment lifecycle, including recruitment, onboarding, training, performance management, compensation, disciplinary actions, development, retention, and terminations.
  • Establish trusted relationships with the Senior Leadership Team across Operations and LifeLabs at large.
  • Develops and coaches future leadership team members (succession planning); supports supervisors in identifying and implementing developmental opportunities as appropriate.
  • Provides support on all Employee relations/Labour relations issues through the performance management policy program or CBA (unionized workforce), i.e. grievances/arbitrations.
  • Works in partnership with National Manager, Labour Relations to address and resolve escalated issues.

Objective:
improve employee NPS, improve quality of patient/customer experience, reduce attrition and absenteeism, eliminate team barriers and frustration, enhance development opportunities for team member to grow

Operational Effectiveness & Operations Efficiency Accountabilities:

  • Partner with the cardiology consultants and manage the group of cardiac readers (cardiologists on contract with LifeLabs) and reader assignments. Prepares monthly payment of cardiac readers.
  • Creates reader Quality Assurance program to evaluate reader accuracy. The e wave program will review each reader X2/year and creates assignments in ewave program. To be reviewed by Q/A chairperson.
  • Evaluates and recommends cardiac equipment, products, and service contracts. Ensures equipment is refreshed when outside warranty period, works with eWave to prepare lists of equipment for refresh annually. Works with front end to communicate delivery and set up of equipment and the return of old units.
  • Collaborates with eWave and internal IT department to identify and correct service issues with equipment, monitors eWave dashboard.
  • Ensures that instruments are maintained by front end & they report when units no longer function or require service
  • Partner with eWave to develop software improvements. Oversee UAT testing of new software releases.
  • Accountable for the development, maintenance and standardizing operating cardiology procedures, training programs and instrumentation performance within the organization.
  • Works with IT department on internal software initiatives and development such as electronic delivery of Cardiac results and the LIS refresh planning.
  • Partners with training and development and QRA team to develop training programs which are of a national focus.
  • Support leaders with corrective action and training plans. Work with senior technologist to develop programs.
  • Establish a budget and manage a costeffective operation that meets financial plans while meeting service delivery, and quality KPIs. Annual budgeting for eWave payments and refresh of Cardiac equipment.
  • Manages escalated concerns, conduct investigations into physician/cardiologist related concerns and follow up with appropriate corrective action

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