Area Supervisor, Patient Service Centres

For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratory tests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.
We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.
Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.
These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.
**Reports to**: District Manager, Patient Service Centres
**Schedule**: Full Time
**Start Date**: ASAP
**Number of positions**: 1
This vacancy is for an existing position.
**Purpose of the Role**:
The Area Supervisor, Patient Service Centres is accountable for providing leadership to assigned site location(s). This position is responsible for the day-to-day management of employees, workflow, client service, occupational health and safety, and resources within a single or several assigned sites and is also responsible for ensuring compliance with corporate policies and procedures.
**Your responsibilities will include**:

- Monitors and follows-up on key metrics (PWT, Prod, NPS).
- Conducts Operations review.
- Effectively manages materials and supply levels and costs
- Develops and leads team to deliver exceptional customer service
- Serves as the contact for escalated CEM/customer issues/concerns.
- Investigates and addresses customer complaints.
- Reports site level service disruptions; coordinates response if required.
- Develops and lead team to ensure high quality lab services are provided to our customers
- Prepares and attends quality accreditation (IQMH/DAP) audits
- Conducts complex non-conforming events (NCE) investigations and provides follow-up; provides guidance and support for routine NCE investigations.
- Provides technical support for quality checklists/logs.
- Responsible for the day-to-day management of employees at site.
- Ensures scheduling requirements; reviews and approves time off requests and overtime shifts aligned to policy; authorizes all schedule changes; prepares quarterly sick report review.
- Manages recruitment, hiring, onboarding, discipline and terminations, attendance and performance management, training/development, and coaching.
- Prepares documentation for group benefits and returns to work.
- Sets departmental SMART goals; works with the team to achieve goals.
- Participates in meetings with Human Resources and local Union representatives to investigate grievances and other employee issues.
- Establishes and maintain a good working relationship with local Union representatives.
- Partners with Workforce Planning on schedule development and supports adjustments (inc. vacation coverage)
- Monitors employee files and creates incident logs.
- Provides support for major work orders/repairs, janitorial contracts.
- Provides approval for expenses.
- Organizes uniform refresh.
- Attends required meetings and participates in assigned projects.
- Provides appropriate onboarding and orientation to new hires.
- Prepares and leads rolling closures.
- Delivers training to teams as required (i.e. safety, quality, operational processes, etc.)
- Leads Incident investigations/Cority and implementation of corrective actions
- Supports employee graduated return to work program and delivery

**What you bring to the role**:

- High school diploma; post-secondary education an asset.
- 3+ years leadership experience managing a team and function.
- Phlebotomy skills, Home Care and/or Data Sort experience.
- Understanding of PSC functions, administrative skills.
- Supervisory experience preferred.

LifeLabs’ compensation programs are commensurate based on the role, skill, effort, res