Operations Manager

**MANAGER, OPERATIONS**

**The Organization**:
We are a provider of high quality healthcare with 10 clinics in the GTA and South Western Ontario region. We are committed to providing diagnostic care and imaging that will assist in the early detection of disease, plan patient management and effectively monitor treatment. We support thousands of referring physicians and hospital programs including an exclusive partnership with Sunnybrook Hospital as the Rapid Cardiology Clinic and Heart Failure outpatient center.

Our areas of expertise include Nuclear Cardiology, Nuclear Medicine, Cardiology Testing, MRI, PET and Specialist services.

Our Mission: To set new standards in the delivery of comprehensive, efficient and cost effective health care services with a commitment to high quality patient care.

We can offer you a great environment with an outstanding team and the opportunity for learning and growth.

**The Role**:
Are you an organized and highly driven Operations leader with a focus on service and performance?

KMH Cardiology Centres Inc. is growing and we are recruiting for an experienced operations manager for our administration and service teams.

The Operations Manager will lead two teams in meeting their KPI’s and delivering a superior patient experience. The teams include a call center team at our Mississauga Head Office and the reception team for our East Labs (Toronto, Scarborough, Markham and North York).

The role is well suited to an effective communicator with strong coaching skills, results orientation and a natural leader who can keep the team motivated through varying business conditions. The role will manage day to day operations for both teams and help teams achieve their performance goals.

**The Accountabilities**:

- Lead day-to-day operations for teams including team communication, schedule and change management
- Provide leadership, motivation and coaching to the team on a daily basis to ensure that all established KPI’s are met or exceeded
- Performance monitoring and coaching to ensure team is meeting KPI’s. Analyze KPI data to affect continual operational improvement
- Workflow prioritization and Tableau adoption
- Manage and ensure that the quality of bookings, compliance regulations, policies and standards are met
- Ensure team is focused on meeting short term and long term capacity utilization goals by partnering with stakeholders in Resource Management and other teams
- Partner with manager and human resources in the recruitment, selection and on-boarding of new hires.
- Conduct new hire training and regular and timely 1 on 1’s and team meetings including job aids, performance reviews and performance coaching. Provide objective feedback to team members.
- Collaborate with fellow leads and manager to facilitate team education, training and meetings
- Respond and trouble shoot service escalations in a professional and responsive manner
- Monitor and ensure team goals and tasks are completed within expected timelines
- Monitors results vs. goals on a monthly basis. Take action as required to ensure business goals and objectives are being achieved consistently.
- A commitment to excellence demonstrated through continuous team member development, enhancing engagement, team member retention and steam lined operations
- Monitor call queues and make adjustments based on seasonal variations, special events, or other cyclical patterns that impact call volume.
- Strong people leadership skills to drive change and ensure integrity and consistency in actions taken by the team
- Conduct performance appraisals and provide objective feedback on individual performance and KPI’s.
- Foster a collegial, respectful team environment.
- Interact with internal stakeholders and clients in a professional and responsive manner.
- Collaborate with manager to ensure all policies and programs related to operations are followed. Escalate any privacy breaches to manager and Privacy Team.
- Develop a culture of continuous improvement, ensuring the full potential of staff is realized through performance indicators, service specifications, quality and benchmarking criteria.
- Oversee inventory at lab level for Reception teams
- Manage schedule of staff to ensure optimal coverage and provide coverage as-needed

**Minimum qualifications**:

- Diploma or Bachelor’s degree
- 5-7 year’s operations experience
- Minimum 2 years’ experience in managing a team

**Required skills and experience**:

- Experience in executing and managing KPIs
- Healthcare experience is an asset
- Proven experience leading a team through organizational change
- Demonstrated success in leading and developing a team, as well as working across indirect reports and cross-functional partners
- Results orientation
- Excellent verbal and written communication, synthesis and presentation
- Excellent coaching skills
- Proficiency in technology including MS Office and passion for newer technologies and business tools
- Effective ana