Operations Director

Job Description

THE BEST CARE STARTS WITH THE BEST PEOPLE. ARE YOU ONE OF THEM?

We’re partners. Partners with each other and partners with our patients. Helping people feel safe, comfortable, trusted, and confident. Guided by a sense of compassion, generosity, and protectiveness, we focus on empowering others with the knowledge they need to be the very best version of themselves.

Headquartered in Calgary, Alberta, Mayfair Diagnostics has been helping people find clarity for their health for over 100 years. At our clinics in Calgary and area and Saskatchewan, our team of radiologists, technologists, and support staff work in a truly integrated way to provide exceptional experiences for our patients. Joining our team is more than a job. It’s an investment in your future, a plan for success.

Position Purpose
The Operations team supports the overall mission and goals of Mayfair Diagnostics. Mayfair Diagnostics’ mission is to provide the highest quality of diagnostic services to our patients, in partnership with hospitals and community practitioners. This is achieved through attracting and developing outstanding clinical and support staff, investing in state-of-the-art technology, and improving access by leveraging our digital infrastructure and multijurisdictional clinic network.

Reporting to the Executive Committee, the Director of Operations provides senior level operations oversight, leadership, delivery, and support. This role will require the candidate to work closely with the head office operations team as well as the clinical operations managers and modality coordinators. Critically, the Director will need to develop a close understanding of the roles managers and coordinators play in the running of the organization to help develop and facilitate ideal employee role designations and operational processes while eliminating unnecessary bureaucracy and role duplication. The Director will also contribute to Mayfair as an important member of the administrative Leadership Team, guidance from which is key to ongoing organizational success.

As the Director gains familiarity with the organization, it may be required they come to oversee the Customer Contact Centre and the Radiologist/Teleradiology Operations Department. Should this occur, it will be done gradually and organically, as these two entities already benefit from effective managers guiding competent teams. Such oversight is expected to promote common purpose, help adhere to a shared strategy and culture, and foster collaboration between groups.

Reporting
The Director of Operations is a member of the Leadership Team and reports to the Executive Committee.

DUTIES AND RESPONSIBILITIES

Clinical Operations

The Director is accountable to provide strategic leadership, direction and support of the functions and activities of the clinics in the organization to ensure operational objectives and results are aligned with Mayfair’s strategic plan. The Director ensures the consistent and effective execution of key systems and processes that make effective use of organizational resources. The operations team currently consists of three managers, a scheduling specialist as well as a coordinator.

Key responsibilities include but are not limited to the following:

- Developing and implementing strategic plans that align with Mayfair’s overarching mission and objectives. This is inclusive of workforce planning.
- Fostering a culture of inclusivity and interdisciplinary approach, promoting engagement and a holistic view of patient care while maintaining Mayfair’s esteemed reputation.
- Serving as the contract manager for professional services contracts with Alberta Health Services.
- Understanding the local markets in which Mayfair competes, as well as the overall Canadian landscape, to enable the development of and implementation of a field operational strategy which will help the Partnership meet its overall business plans and objectives.
- Must be forward looking to plan and deliver the next generation of clinical locations and services.
- The Director has full P & L responsibility and overall direction for clinical operations. They will assist in developing and implementing performance metrics for clinics which optimize operational capabilities, support growth plans and improve margins and other key performance indicators in a data driven manner.
- A key responsibility will be creating and implementing an operational data analytics strategy with support from other members of the Leadership Team.
- Establishing, directing, and achieving the Operational strategic plan and tactical goals, policies, and procedures for the Operations Department based on strategic direction from the Executive.
- Driving operational efficiency and financial growth, leveraging data-driven decision-making to optimize resources and operational processes.
- Implementing operational processes designed towards ongoing quality improvement and cost efficiency with a view towards maintaining and ideally improving the patient experience.
- Management of a team of operations professionals within their respective functional areas to achieve goals, objectives, and career development plans, while ensuring operational excellence within the team.

Other

- Be responsible for the end-to-end patient processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
- Responsible for resolving client complaints at the highest level when required.
- Act as a thought leader and a key participant on major projects and project teams to champion and support operational and patient experience improvements.
- Accountable for leading or assisting others on the Leadership Team with strategies for emerging technology investigation and implementation. This includes both hardware and software.
- Critically involved in championing and implementing any necessary cultural, business or client-facing change.
- Providing leadership to multi-departmental work groups to ensure teamwork, inclusion, and implementation of best practices across all areas at Mayfair.
- Functioning as a role model for Mayfair’s mission, vision, and values.
- Ensuring compliance with all legal and regulatory requirements. Foster a continual positive, healthy and safe work environment in accordance with Mayfair’s culture and all applicable federal, provincial and local regulatory laws and rules.
- Other duties and responsibilities as required.

SKILLS

- Seasoned and experienced operational leader with direct healthcare experience, preferably in diagnostic imaging.
- Have a passion for quality patient service and the end user experience at Mayfair Diagnostics for both employees and patients.
- Proven organization skills including preparing management reports, presentations, and action plans.
- Proven strengths in team building, oral and written communication, and meeting management.
- Capable of defining and accomplishing strategies and tactics that will support the desired growth.
- Capable of delivering progressive strategies that meet the demands of a fast-paced, high-demand environment.
- Able to define, govern, and implement standard project management processes and best practices using industry standard methodologies including change management.
- Experience in organization schemes and procedures required to implement critical projects.
- Have the capability and flexibility to quickly understand organizational culture and manage the changes required to achieve organizational goals.
- A decisive individual who possesses a "big picture" perspective, exhibits sound and accurate judgment, and makes timely decisions.
- Possesses a strong business acumen with a deep understanding of business principles.
- Ability to respond effectively to the most sensitive inquiries or complaints.
- Delegates work assignments, gives authority to work independently, sets expectations, monitors delegated activities, and holds people accountable.
- Inspires and motivates others to perform well and accepts feedback from others.

CORE COMPETENCIES

- Strong collaboration and problem-solving skills.
- Exercise judgment and discretion.
- Proven ability to multi-task and efficiently respond to changing priorities.
- Decision-making and problem-solving ability.
- Excellent verbal and written communications skills.
- Able to perform public presentations in an effective and organized manner.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to understand the key issues that impact organizational profitability and growth.

EDUCATION/EXPERIENCE

- Bachelor’s degree in healthcare administration, business, or a related field.
- Senior management experience in health care, with a preference for diagnostic imaging.
- Demonstrated success in operational management, strategic planning, and driving profitability and growth.
- Exceptional leadership skills with a commitment to fostering inclusive work environments.
- Outstanding communication, relationship-building, and negotiation skills.
- Experience with multi-unit and multi-province operations is an asset, as is customer contact centre experience.
- Superior people management and development capabilities.
- Able to establish open door communication with front line ensuring an ongoing presence.

WORKING ENVIRONMENT

- Requires use of the phone, computer and sitting for extended periods of time.
- Normal movements of twisting, bending, reaching, and using hands and arms in completing paperwork and administrative tasks.
- May be required to lift items up to 5 lbs.
- Must be prepared to work flexible hours as required to complete duties during non-business hours.
- Travel to Mayfair locations is required.
- Travel to the United States is required to attend conferences such as RSNA so valid travel documents to allow entry to the US are required.
- Base salary range for this position is expected to be between $170,000.00 and $195,000.00 annually depending on education and experience.
- Eligibility for participation in our annual short term incentive plan.
- Eligibility for group benefits including a health and personal spending account (Wellness Dollars), paid sick time, a generous vacation allotment, and an RRSP matching program.
- Annual reimbursement for professional dues and an annual education allowance that can be used for training and conference attendance.
- The position is eligible for the hybrid working program which is three days in the office per week and two days from your remote home office.

If you are interested in this position please submit your resume and complete the additional questions as part of the application process through Dayforce. Please note that only those who meet the requirements above will be considered and contacted. All internal applicants being considered will be required to notify their managers. A resume and interview may be required for certain internal opportunities.

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