Vp, Patient Service Centres & Logistics

LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.
Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust. Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you .
Make a difference – join the LifeLabs team today!
Reporting to the COO the Vice President Patient Service Centres & Logistics (VP) is responsible for leading the frontline employees in the Patient Service Centres and the Logistics teams. Totaling 4000 customer facing employees, the VP will ensure the team is providing an exceptional and consistent customer experience in all locations.
The VP will develop new ways to automate, innovate and standardize work, ensuring delivery on all internal and external KPIs. The VP will partner closely with the VP Mobile & New Services in executing LifeLabs Market Share Growth Strategy and ensure that services are ready to deliver on new growth opportunities.
Key Accountabilities
The Vice President has significant strategic, operational, and leadership accountabilities.
Strategic Accountabilities

• Understanding of the external environment, trends and competition to consider opportunities for growth, improvement, partnership or alternative service delivery models.
• Focusing on continuous improvement leveraging customer and employee feedback to inform changes to process and tools.
• Defining and developing the strategic, operational and resource plans for the Patient Services (brick and Mortar) delivery model within LifeLabs with clear priorities and measures of success that positively contribute to margin and customer experience and improvement in NPS. Develop business cases to support required investments.

Operational Accountabilities

• Partnering with internal and external customers to continuously improve their experience and to implement initiatives (e.g. marketing, financial, human resources).
• Champions the implementation of new programs and initiatives to ensure the delivery of timely, quality results and service. Provides leadership to ensure that vendors, suppliers, and internal and external partners continue to meet the needs of the business.
• Continue to optimize logistics operations including route optimization, partnership opportunities and technology enhancements.
• Anticipating and delivering products and services to meet our customers changing needs.
• Define and execute automation opportunities and system enhancements to reduce or eliminate manual processes, improve profitability, and provide capacity to scale. Continue to enhance customer facing systems to make it easier to do business with LifeLabs (e.g. appointment booking).
• Drive improvements in customer NPS, minimize service disruptions and create efficiencies and capacity to manage growth.
• Improve productivity, reduce overall costs, and increase customer and employee experience.

Leadership Accountabilities

• Build a high-performance team and culture that fosters teamwork, change agility, commitment, transparency and inclusivity.
• Improve eNPS, improve quality of patient/customer experience, reduce attrition and absenteeism, enhance development opportunities, and create succession plan opportunities
• Thoughtfully invests in the team across their employment lifecycle, including recruitment, onboarding, training, performance management, compensation, disciplinary actions, development, retention, and terminations.
• Enhancing the frontline quality model and coaching framework for our employees.
• Lead and drive a customer-focused culture throughout the team to deepen customer relationships and leverage broader LifeLabs relationships, systems and knowledge.

Short and Long Term Success Indicators
By The End Of The First Year And Longer Term The Successful Vice President, Patient Service Centres & Logistics Will Have

• Developed a pipeline of future leaders within the patient services area and continued to develop our current leaders.
• Identified and implemented new technology to make the customer and employee experience easier including patient registration, appointment booking as examples.
• Learned the business, regulations, processes and systems currently used at LifeLabs; established strong relationships with the team and credibility.
• Established strong relationships with the Senior Leadership Team across the Operation and the Enterprise at large.
• Continue to evolve the logistics function including technology enhancements.
• Developed and executed a Patient Service Centre Strategy to enable business growth and expansion with a cost-efficient operating model, which should include location planning, location profitability analysis as examples.
• Established trusted relationships with Labour Relations and HR, BCGEU and OPSEU.
• In partnership with the continuous improvement team, developed a demand planning model and workforce schedule practice to optimize employee resources, meet productivity targets, and satisfy patient wait time expectations.

Qualifications Required

• They will have led large geographically dispersed teams with a track record of strong NPS.
• They will have 8+ years of experience in complex customer centric environments, including both union and non-union within retail, restaurant or service organizations.
• Excellent at building high performing teams, engaging employees and developing effective business relationships.
• They place great importance on accelerating the development and advancement of a diverse and inclusive team and creating a workplace where every employee feels an authentic sense of belonging.
• Deep knowledge of operations management, continuous improvement, process design and automation practices.
• They will have post-secondary education and/or an equivalent combination of education and experience.
• We are looking for an exceptional business leader with innovative problem-solving skills combined with a high attention to detail. Someone who brings innovation, automation and change management experience that supports growth. Customer-centric approach and a strong sense of urgency. Flexibility and a tolerance for ambiguity in a constantly evolving environment
• An effective communicator with the ability to influence stakeholders at all levels and develop trusting relationships.
• Excellent business acumen, strategic thinking, decision making, and problem-solving skills.
• The ideal candidate is a transformational leader who always prioritizes the customer experience.
• Disciplined approach to gaining cross-functional alignment and support to execute on enterprise and divisional initiatives.
• Very strong customer focus with keen attention to detail and ability to translate requirements into action.
• Collaborative and a skilled communicator, the ideal candidate will bring a refined consultative approach that engages stakeholders in a collaborative manner.

At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.
In accordance with LifeLabs’ Accessibility Policy , the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email [email protected] .
LifeLabs is committed to providing a safe environment for our employees, customers, and the communities we serve. We have been a leader throughout the COVID-19 pandemic regarding health and safety measures and have always put our employees and customers at the center of every decision that we make. As an organization in the health care sector, we believe the COVID vaccination adds a layer of protection that complements the extensive and necessary health and safety protocols that we have taken to date. With this in mind, we currently require all LifeLabs employees, contractors, students and volunteers to be fully vaccinated.
LifeLabs operates under a distributed workforce model, where employee flexibility is a key priority. Further information will be provided during the interview process on what this means for employees.