Regional Manager, Health Services

LHSC - Centre de services de santé et de laboratoire Ottawa, Ontario #2020-5715 (reqID)


Position at Dynacare

The Regional Manager, Health Services is accountable for the operation of the Patient Service locations in accordance with Dynacare’s strategic plans. The primary function is building great teams through strong, positive employee relations and creating a work environment that supports the delivery of exemplary customer service and a positive patient experience. Other accountabilities are efficient utilization of resources and fostering a culture of quality and continuous improvement

  • Responsible for transforming the patient services locations within a region to a new delivery model designed to ensure an excellent patient experience through consistent, outstanding customer service
  • 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
  • Engaging the Director, GTA Health Services Operations and Human Resources for guidance and/or direction to ensure a positive client, patient or employee experience
  • Build and manage an effective team through strategic hiring, training, performance management, coaching and recognition
  • Liaise with clients and ensure their experience is positive by providing professional, timely assistance to enquires, 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 patients, laboratory operations and clients
  • Conduct metric reviews of area PSC’s 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 and make recommendations for improvement
  • Responsible for completing 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
  • Understanding of laboratory operations, processes and key performance indicators
  • Understanding of customer service best practices and demonstrated ability applying that knowledge in high volume, time sensitive environment.
Post-Secondary education in Healthcare, Science or Business 3+ years of leadership experience in a high paced, customer facing environment is preferred.