Vp, Patient Service Centres

3 days ago

Toronto, 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_.

Make a difference - join the LifeLabs team today

Reporting to the COO the Vice President Patient Service Centres & Logistics (VP) is responsible for leading the frontline employees in the Patient Service Centres and the Logistics teams. Totaling 4000 customer facing employees, the VP will ensure the team is providing an exceptional and consistent customer experience in all locations.

The VP will develop new ways to automate, innovate and standardize work, ensuring delivery on all internal and external KPIs. The VP will partner closely with the VP Mobile & New Services in executing LifeLabs Market Share Growth Strategy and ensure that services are ready to deliver on new growth opportunities.

**Key Accountabilities**:
The Vice President has significant strategic, operational, and leadership accountabilities.

**Strategic Accountabilities**
- Defining and developing the strategic, operational and resource plans for the Patient Services (brick and Mortar) delivery model within LifeLabs with clear priorities and measures of success that positively contribute to margin and customer experience and improvement in NPS. Develop business cases to support required investments.
- Understanding of the external environment, trends and competition to consider opportunities for growth, improvement, partnership or alternative service delivery models.
- Focusing on continuous improvement leveraging customer and employee feedback to inform changes to process and tools.

**Operational Accountabilities**
- Anticipating and delivering products and services to meet our customers changing needs.
- Partnering with internal and external customers to continuously improve their experience and to implement initiatives (e.g. marketing, financial, human resources).
- Champions the implementation of new programs and initiatives to ensure the delivery of timely, quality results and service. Provides leadership to ensure that vendors, suppliers, and internal and external partners continue to meet the needs of the business.
- Drive improvements in customer NPS, minimize service disruptions and create efficiencies and capacity to manage growth.
- Improve productivity, reduce overall costs, and increase customer and employee experience.
- Define and execute automation opportunities and system enhancements to reduce or eliminate manual processes, improve profitability, and provide capacity to scale. Continue to enhance customer facing systems to make it easier to do business with LifeLabs (e.g. appointment booking).
- Continue to optimize logistics operations including route optimization, partnership opportunities and technology enhancements.

**Leadership Accountabilities**
- Build a high-performance team and culture that fosters teamwork, change agility, commitment, transparency and inclusivity.
- Enhancing the frontline quality model and coaching framework for our employees.
- Lead and drive a customer-focused culture throughout the team to deepen customer 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.
- Improve eNPS, improve quality of patient/customer experience, reduce attrition and absenteeism, enhance development opportunities, and create succession plan opportunities

**Short and Long Term Success Indicators**

By the end of the first year and longer term the successful Vice President, Patient Service Centres & logistics will have:

- Learned the business, regulations, processes and systems currently used at LifeLabs; established strong relationships with the team and credibility.
- Established strong relationships with the Senior Leadership Team across the Operation and the Enterprise at large.
- Established trusted relationships with Labour Relations and HR, BCGEU and OPSEU.
- Developed and executed a Patient Service Centre Strategy to enable business growth and expansion with a cost-efficient operating model, w

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