Manager, Client Services

7 months ago


Whitby, 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_.

This is an exciting time to join our LifeLabs team as we evolve our business and continue to deliver high quality services in a changing health care environment. Grow your career with us and support numerous business initiatives, innovations, best practice and business development opportunities

The Client Services Manager has overall responsibility for ensuring that Patient Service Centres function well (i.e. manpower, budgets), that business plans are successfully executed accordingly, and ensuring that LifeLabs’ Core Values of Customer Focus, Accountability, Respect and Excellence are demonstrated in operational management.

**Accountabilities**:

- Responsible for planning, monitoring, financial management, and all aspects of specimen collection and handling activities of Bruce Power Testing Centres
- Ensures delivery on service and quality standards (on time, Patient wait times, accuracy, documentation, compliance/audit track record, health and safety, etc.)
- Monitors/improves system wide key performance indicators
- Provides leadership and ensures optimal utilization of resources across Diagnostic Testing and Client Services
- Responsible for the leadership and development of direct report Client Services Site Leads
- Attracts and retains talent ensuring appropriate planning for future talent needs
- Creates a positive Employee Relations climate fostering common goals and vision in an atmosphere of collaboration and teamwork. Ensures accountability for same in direct reports.
- Participates in the development and successful execution Specific to Bruce Power
- Works closely with peer Managers and Director responsible for Client Services on continuous improvement and future planning
- Ensures communication and alignment with all support and Business Development areas
- Accountable for appropriate level of service to internal clients, ensures quality contact with local physicians regarding operational problem solving
- Responsible for compliance with internal policies and procedures, regulations and external bodies (inspectors, etc.)
- Responsible for Business Recovery Plan preparedness
- Works in a manner that protects one’s own health & safety as well as the safety of co-workers and others, and that is consistent with the law and with safe work practices and procedures established by LifeLabs

**Requirements**:

- Post-secondary and/or college/university education combined with 3 - 5 years supervisory experience, or 10 years of business experience in progressively more responsible roles
- Leadership skills, organization and time management
- Regular travel to Patient Service Centre locations, regional and provincial meetings

**#LI SW1**

This is an in-person role.

**Hiring Range**:78,300 - 99,800**

The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity.

In this position, you will be eligible for Lifelabs annual bonus.

**Employee Benefits**:
In this position, you will be eligible to participate LifeLabs’ group benefits plan which is available to LifeLabs employees in accordance with the terms and conditions of those plans.

**Retirement Savings Plan**:
The LifeLabs plans provide members with an easy way to save for retirement. By participating in the plan, you receive contributions made to your account on your behalf from LifeLabs.

**Vacation Entitlement**:
In this position, you will be entitled to vacation. We promote a healthy work-life balance and expect your full vacation to be taken each year.

**Employee Wellness**:
LifeLabs offers an award-winning Wellness Program focused on supporting your total health and well-being under our physical, emotional, and financial wellness pillars. We have been recognized in the industry for our focus on mental health supports.

**Employee Giving program**:
Designed to support any employee who donates, fundraises or volunteers for a Canadian Registered Charity or Non-Profit Organization.

In addition, LifeLabs offers professional devel



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