National Manager, Cardiac Services

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.

Job Title: National Manager, Cardiac Services

Reports to: Director, Client Services

Purpose of the Role:

The National Manager, Cardiac Services will lead a team of dedicated employees in Cardiac departments in Ontario and British Columbia. The National Manager will foster a culture of learning and continuous improvement to ensure high quality and cost-effectiveness is met while putting the customer at the centre of every decision made.

As the primary liaison between LifeLabs and the cardiology community, you will collaboratively partner across the organization to identify and execute programs that enhance customer experience, productivity, resiliency, safety, and overall job satisfaction for our team members. The successful candidate will support and enable opportunities to grow and diversify by building capability to introduce new products and services while leading transformational initiatives.

Core Accountabilities
Leadership Accountabilities:

• Build a high-performance team and culture that fosters teamwork, change agility, commitment, transparency, and inclusivity.
• Leads, coaches, and manages the cardiac services employees to develop and sustain a high-performing team.
• Inspires, motivates, engages, and develops employees by creating a compelling vision, setting goals and objectives, and continuously providing feedback and coaching.
• Leads and drives a customer-focused culture throughout their team to deepen client relationships and leverage broader LifeLabs relationships, systems, and knowledge.
• Thoughtfully invests in the team across their employment lifecycle, including recruitment, onboarding, training, performance management, compensation, disciplinary actions, development, retention, and terminations.
• Establish trusted relationships with the Senior Leadership Team across Operations and LifeLabs at large.
• Develops and coaches future leadership team members (succession planning); supports supervisors in identifying and implementing developmental opportunities as appropriate.
• Provides support on all Employee relations/Labour relations issues through the performance management policy program or CBA (unionized workforce), i.e. grievances/arbitrations.
• Works in partnership with National Manager, Labour Relations to address and resolve escalated issues.

Objective: improve employee NPS, improve quality of patient/customer experience, reduce attrition and absenteeism, eliminate team barriers and frustration, enhance development opportunities for team member to grow

Operational Effectiveness & Operations Efficiency Accountabilities:

• Partner with the cardiology consultants and manage the group of cardiac readers (cardiologists on contract with LifeLabs) and reader assignments. Prepares monthly payment of cardiac readers.
• Creates reader Quality Assurance program to evaluate reader accuracy. The e wave program will review each reader X2/year and creates assignments in ewave program. To be reviewed by Q/A chairperson.
• Evaluates and recommends cardiac equipment, products, and service contracts. Ensures equipment is refreshed when outside warranty period, works with eWave to prepare lists of equipment for refresh annually. Works with front end to communicate delivery and set up of equipment and the return of old units.
• Collaborates with eWave and internal IT department to identify and correct service issues with equipment, monitors eWave dashboard.
• Ensures that instruments are maintained by front end & they report when units no longer function or require service
• Partner with eWave to develop software improvements. Oversee UAT testing of new software releases.
• Accountable for the development, maintenance and standardizing operating cardiology procedures, training programs and instrumentation performance within the organization.
• Works with IT department on internal software initiatives and development such as electronic delivery of Cardiac results and the LIS refresh planning.
• Partners with training and development and QRA team to develop training programs which are of a national focus.
• Support leaders with corrective action and training plans. Work with senior technologist to develop programs.
• Establish a budget and manage a cost-effective operation that meets financial plans while meeting service delivery, and quality KPIs. Annual budgeting for eWave payments and refresh of Cardiac equipment.
• Manages escalated concerns, conduct investigations into physician/cardiologist related concerns and follow up with appropriate corrective actions.

Objective: drive improvements in customer NPS, reduce escalations and minimize capacity disruptions, contribute to reducing overall operating costs and improving EBITDA.

Minimum Hiring Requirements:

• Bachelor’s degree in sciences or healthcare related focus or equivalent experience preferred.
• 10 years of demonstrated management success in leading teams.
• Excellent competency in business management and financial acumen.
• Strong display of analytical capability, creating and analyzing complex data sets and taking action.
• Experience developing relevant management relationships in the marketplace and external alliances and channels in the healthcare industry.
• Demonstrated ability to effectively lead a large, geographically distributed and organizationally complex team in a fast paced and dynamic environment.
• Ability to understand the long-term strategy and short-term execution to support multi-year visions.
• High energy performer who operates as part of a team and whose enthusiasm inspires and motivates teams, peers, and customers.
• Understanding of the Canadian healthcare environment and provincial hospital networks.

This is a hybrid role.

Hiring Range: 108,200 - 138,000

The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity.

In this position, you will be eligible for Lifelabs annual bonus.

Employee Benefits:

In this position, you will be eligible to participate LifeLabs’ group benefits plan which is available to LifeLabs employees in accordance with the terms and conditions of those plans.

Retirement Savings Plan:

The LifeLabs plans provide members with an easy way to save for retirement. By participating in the plan, you receive contributions made to your account on your behalf from LifeLabs.

Vacation Entitlement:

In this position, you will be entitled to vacation. We promote a healthy work-life balance and expect your full vacation to be taken each year.

Employee Wellness:

LifeLabs offers an award-winning Wellness Program focused on supporting your total health and well-being under our physical, emotional, and financial wellness pillars. We have been recognized in the industry for our focus on mental health supports.

Employee Giving program:

Designed to support any employee who donates, fundraises or volunteers for a Canadian Registered Charity or Non-Profit Organization.

In addition, LifeLabs offers professional development and membership reimbursement, access to preferred rates and discount programs - WorkPerks, Home and Auto Insurance, Costco Membership, etc. - and Optional Health-related Benefits.

We are committed to the ongoing development of our diversity, equity, and inclusion (DEI) program and have taken steps to strengthen our commitment to our team members and customers, to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

At LifeLabs, we know that we are Stronger Together and that we will benefit from the unique perspectives and experiences that each team member offers.

Make a difference - join the LifeLabs team today!

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 careers@lifelabs.com.

Vaccinations are highly encouraged at LifeLabs’. Vaccinations may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be fully vaccinated with the current Government approved COVID-19 vaccinations.