Director, Bc Patient Service Centres

6 months ago

Burnaby, 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.

**Here’s the impact you’ll make and what we’ll accomplish together**:
As the Director of Patient Service Centres, you will play a pivotal role in leading our frontline employees in our Patient Service Centres. This dedicated team of 1200 employees have a unifying goal of providing exceptional customer experiences with a focus on quality across our 143 bricks and mortar locations in British Columbia and Saskatchewan. You will collaboratively partner across the organization to introduce new technology, improve the customer experience, and ensure we have safe, robust, efficient, and agile operations. You will foster a culture of learning and continuous improvement to ensure high quality and cost-effectiveness while putting the customer at the centre of each and every decision.

**The magic will happen with your amazing ability to put our customer at the centre of everything we do and foster collaboration across the organization. The Director of Patient Service Centres has significant strategic, operational and leadership accountabilities**:
**Strategic Accountabilities**:

- Lead the development of the short and longer term strategic, operational and resource plans including leadership for transformational changes and new technology for the provincial Patient Services Centre delivery model with a goal to improve margin, customer experience and NPS.
- Understand the provincial environment, trends and competition to consider opportunities for growth, improvement, and operational success.

**Operational Accountabilities**:

- Lead the development of the vision and strategy for operational excellence in the Patient Service Centres (PSCs) across the provinces of British Columbia & Saskatchewan.
- Deliver on operational and resource plans for the Patient Service Centres within LifeLabs.
- Facilitate effective collaboration and communication with key stakeholders and ensure that national specimen management standards and processes are implemented and sustained.
- Collaborate with leaders across Operations (Customer Support, Mobile Services, and Operations Enablement & Excellence) to support workforce planning, scheduling, process governance and transformational projects.
- Effectively shape LifeLabs’ role, reputation and brand in the industry and communities we serve.
- Drive the customer experience delivery model by leveraging feedback, igniting process improvements and visiting customers to develop strategies and initiatives that keep pace with customers changing needs.
- Oversee the implementation of new programs and initiatives to ensure the delivery of timely, quality results and service.
- Design and lead execution of operational continuous improvement plans with the goal of improving productivity and cost per patient whilst improving customer satisfaction.
- Partner with facilities and construction for new builds, relocations, and renovations.
- Overall accountability for OPEX and Capex budgets.

**Leadership Accountabilities**:

- Build a high-performance team and culture that fosters teamwork, change agility, commitment, transparency, and inclusivity.
- As a member of LifeLabs’ Senior Leadership Team collaborate with leaders across LifeLabs to achieve our vision and strategic plan and model LifeLabs values
- Lead by example ensuring a culture of employee safety first.
- Build a strong pipeline of future leaders by fostering a culture of active coaching and continuous learning & development that transcends all leadership levels.
- Create an inclusive environment positively impacting others and delivering on LifeLabs’ people strategy.

**You’re the missing piece of the puzzle if you have**:

- Minimum 10+ years of experience in complex customer-centric environments, including both union and non-union within retail, restaurant or service organizations. Direct healthcare experience would be an asset.
- Minimum 10+ years of progressive, management experience, with experience managing large teams (500 - 1000 employees) with distributed resources.
- Passion and experience leading large customer-facing teams and the enablement functi

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