Supervisor - HRLMP (LRC)

The LRC Supervisor works collaboratively with the Director, LRC & Research; Discipline Director, LRC; Business Manager, HRLMP; HRLMP Directors of Operations; HRLMP Laboratory Managers and LRC Client Services Team to ensure efficient quality and operational management of LRC Hamilton. As a member of the Laboratory management team, the LRC Supervisor acts as an ambassador for the mission, vision, values and goals of the Hamilton Regional Laboratory Medicine Program (HRLMP) as well as those of St. Joseph's Healthcare Hamilton and Hamilton Health Sciences Corporations. The LRC Supervisor:
• Provides leadership in the planning, coordination and implementation of the Laboratory Reference Centre operations and business goals, and manages the business intelligence and financial information related to the LRC.
• Leads customer service and support functions for the 100+ clients of LRC, and will foster strong relationships with clients, understanding their ongoing needs and developing required solutions.
• Responsible for the recruitment, retention, recognition and performance management of the LRC Client Services team, and assists in promoting an environment which supports staff development.
• Collaborates to support the implementation of the HRLMP strategic plan as it pertains to external partnerships; and helps set and execute strategies to drive revenue growth and expand the LRC market share via the identification of new business opportunities.
• Builds and fosters strong relationships with key stakeholders including McMaster University faculty members and administrators.
• Cultivates new business leads via networking, referrals and other stakeholder engagement avenues.
• Collaborates with HRLMP leadership to set and achieve sales targets, key performance indicators (KPIs), LRC Scorecards and dashboards to monitor LRC performance.
• Helps develop a marketing plan; and analyzes market trends and competitor activity to identify potential new clients and service opportunities.
• Collaborates with Hospital Information Technology teams to advance projects specific to the LRC business.

1. College Diploma in Business Management/Administration required; Bachelor’s Degree in Business, Marketing or related field preferred
2. Proven experience in Business Development, Sales or Marketing and account services management
3. Demonstrated ability to supervise a team of professionals to meet program objectives
3. Strong background in business and financial management
3. Demonstrated excellence in customer service and client relationship management.
4. Knowledge and ability in Laboratory Medicine service operations would be an asset
5. Excellent computer skills and proficiency in Microsoft Excel, Word and Access
6. Knowledge/experience in using EPIC or other healthcare EMRs would be an asset
7. Demonstrated excellence in facilitation, team building and problem solving skills
8. Demonstrated excellence in communication, both verbal and written