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Regional Manager, Health Services
2 months ago
We are seeking a highly skilled and experienced Regional Manager, Health Services to join our team at Dynacare. This is a full-time, permanent role that will oversee the operation of Laboratory and Health Services Centers in Hamilton, Burlington, Niagara Falls, and Kitchener.
Key Responsibilities- Transform the Laboratory and Health Services Centers within a region to a new delivery model designed to ensure an excellent customer experience through consistent, outstanding customer care.
- Foster an environment of positive employee relations and strong teamwork while working in compliance with established human resources policies and practices.
- Encourage trust and open communication with direct reports, address employee feedback and input, and ensure team understanding of corporate and departmental goals and performance.
- Engage the Director, Health Services Operations and Human Resources for guidance and/or direction to ensure a positive client, customer, or employee experience.
- Build and manage an effective team through strategic hiring, training, performance management, coaching, and recognition.
- Liaise with clients to ensure their experience is positive by providing professional, timely assistance to inquiries, educate clients on processes, investigate concerns, and ensure full understanding of client needs.
- Analyze and make recommendations to continuously improve workflow processes to assure consistency and quality in the delivery of service to customers, laboratory operations, and clients.
- Conduct metric reviews of area Laboratory and Health Services Centers to ensure key indicators of cost, quality, delivery, safety, and customer experience are being met or exceeded, and introduce corrective actions where required.
- Participate in continuous improvement projects along with regional goals and objectives aligned with corporate strategy.
- Develop and administer regional operating budgets, identify potential cost-saving opportunities, and make recommendations for improvement.
- Complete operating reports using metrics and key performance indicators.
- Pursue ongoing continuing education to ensure awareness of new industry or regional trends, developments, laws, regulations, and technology.
- Support the Business Development team with the establishment of new clients.
- Oversee maintenance and renovation programs for each location in the region in conjunction with the Manager, Support Services.
- Understand laboratory operations, processes, and key performance indicators.
- Understand customer care best practices and demonstrate the ability to apply that knowledge in a high-volume, time-sensitive environment.
- Promote and champion a healthy and safe environment.
- Participate in and implement health and safety programs and activities such as training, communication, inspection, investigation, and general safety promotion.
- Post-Secondary education in Healthcare, Science, or Business; 3+ years of leadership experience in a high-paced, customer-facing environment is preferred.
- 3-5 years of previous related experience required to perform the job.
- Proficient computer skills (MS Office and applicable software applications).
- Lean Six Sigma and/or Change Management training - required.
- Proven attention to detail, excellent organizational, prioritization, and time management skills.
- Ability to manage multiple items effectively.
- Experienced people manager with the ability to develop talent and build high-performing teams.
- Effective communication skills and the ability to work effectively with all levels of management and non-management.
- A strong team player with the ability to work independently with a high degree of initiative.
- Demonstrated customer focus with the ability to engage direct/indirect reports to promote a customer-centric environment.
- Highly motivated individual with a proven track record of delivering results on multiple priorities while meeting competing deadlines.
- Knowledge of technical procedures as they apply to laboratory testing, shipment logistics, and specimen handling.