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Dynacare

Manager, Collection Services

Dynacare

Edmonton, AB

  • Number of positions available : 1

  • To be discussed

  • Permanent job

  • Starting date : 1 position to fill as soon as possible

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Description
Position at CannAmm

Job Posting: Manager, Collection Services
Where YOU work, makes a difference.
Life is precious and every moment matters. Dynacare is helping Canadians achieve a healthy future with care and wellness solutions that are convenient, understandable, and accessible. When you join our team, every day is an opportunity to get better and be inspired. It’s an environment where you can grow your career in any direction you choose. We’re evolving our technology and optimizing our processes, so you can do your best work, make a meaningful impact, and thrive.
Are YOU our next Manager of Collection services?
The Manager, Collection Services leads regional collection employees and operations. This leadership role is instrumental in creating an engaging, inspiring, and growth‑oriented team that delivers high‑quality, efficient services. Acting as the operational backbone for specimen and occupational‑testing collection sites, the Manager sets the strategic direction for day‑to‑day performance, quality, and safety across multiple locations. They champion a strong client‑service culture, oversee staffing and resource planning, and drive continuous‑improvement initiatives that streamline workflows and control costs. By mentoring Site Supervisors and frontline Collectors, the Manager fosters professional development, ensures strict adherence to regulatory and chain‑of‑custody standards, and positions the region for sustainable growth and exceptional client satisfaction.The strategic role of the Collection Site Services Manager is a position designed to measure, monitor and address internal operating issues specifically; optimize operations of internal and mobile collection sites. In addition to this, the position will involve management of templates, and handling collection site supply orders. This position is a participating member of the Operations Team. The team will meet regularly to jointly work to help CannAmm achieve its strategic vision. As a management team we will review and discuss organizational performance and together develop solutions, fully supported by the entire team.
Status: Full-time Permanent
Shift: Days
Discipline: Operations
Work Style: Hybrid
Location: Edmonton, AB
Start Date: Asap
Internal Posting Deadline: 9:00 AM EST- May 27th, 2025
Why Dynacare is an amazing place for YOU:
  • Join an award-winning "Top Employer" with meaningful and impactful career opportunities
  • Access a health and wellness benefits program that supports you and your loved ones
  • Grow and thrive with a dynamic, successful company through internal mobility opportunities
  • Invest in your future through RRSP match benefits and an employee stock purchase program
  • Experience a collaborative, diverse workforce that prioritizes dignity and respect for all
How YOU will make a difference:
  • Lead collection teams across the assigned region-setting goals, creating development plans, coaching, and completing performance reviews.
  • Oversee payroll, timesheets, expense approvals, and time‑off requests.
  • Mentor Site Supervisors to ensure testing and office procedures are applied consistently at every location.
  • Partner with HR on staffing: submit requisitions, interview candidates, and approve offer letters for new Collectors.
  • Organize regular Supervisor meetings; help plan and facilitate broader staff meetings.
  • Manage costs; materials, staff levels and schedules.
  • Monitor operational results, identify opportunities, and recommend improvements.
  • Uphold all policies, procedures, and client‑service standards; provide guidance and corrective action when needed.
  • Develop succession plans and cross‑training to ensure coverage for critical Collector roles.
  • Champion workplace health and safety, including active participation on the Health & Safety Committee.
  • Leverage corporate resources and partnerships to support core business operations.
  • Collaborate with the entire leadership and collection services leadership team for shared success.
  • Collaborate other teams across the organization to share resources and support each other where possible.
  • Supplies and Facilities
  • Support local warehouse and supply chain operations as required.
  • Manage repairs and maintenance requests and coordinate with the facilities team to ensure collection sites are well maintained.
  • Continuous Improvement
  • Review and update procedures, work instructions, and manuals on a regular cadence.
  • Lead or support operational projects from planning through implementation.
  • Troubleshoot service issues for internal and external clients, ensuring expectations are met or exceeded both in‑clinic and on‑site.
  • Investigate incidents, concerns, and complaints, driving timely, mutually acceptable resolutions.
  • Serve as (or appoint) the subject‑matter expert for Cantrak system enhancements.
  • Track key performance indicators and present performance reports as required.
  • Communication
  • Maintain clear, proactive communication with internal stakeholders and external clients.
  • Follow the Emergency Procedures Checklist to notify appropriate parties during emergencies.
  • Other
  • Perform additional duties as assigned to support evolving business needs.
  • Responsible the management of the collection staff at all locations under their assigned region and includes but not limited to supervision of staff, controlling materials costs, ensuring quality control of products, staff and client scheduling
  • The goal is to improve relationship with clients, work with stakeholders to mitigate issues, and effect improvements.
  • Prepares recommendations on operational issues impacting the scorecard metrics and company performance
  • Organizes Supervisor Meetings regularly and assists in planning staff meetings as required
  • Utilize corporate resources where applicable to support our core business
  • Ensures all processes/policies are adhered to by all staff and provides direction and guidance regarding these policies and client service issues.
  • Ensures appropriate procedures and manuals are reviewed
  • Assist with project development and management for operational projects
  • Prepares statistical reports and delivers presentations as required
  • Approve Collector expenses, travel requests, vacation and other leave requests, continuing education and timesheets.
  • Leads Collector performance management and coaching including probationary evaluations, performance discussions and staff discipline.
  • Responsible for succession planning within the Collector team, including ensuring cross training coverage.
  • Involved in the hiring of new Collector staff, including preparing requests for new staff, interviewing and approving offer letters.
  • Communicate with both internal and external clients on a regular basis.
  • Trouble shoot and problem solve as required with internal/external clients and collection sites. Ensuring both internal and external client’s expectations are met or exceeded with collection services provided both in office and on site.
  • Investigates problems, concerns and complaints to ensure an acceptable resolution is found for both internal and external parties
  • Answers internal and external client inquiries regarding the collection process
  • Responsible for notifying the appropriate individuals regarding any emergency as per our emergency procedures checklist
  • Knowledgeable of safety procedures and ensures adherence to the safety policies
  • Management representative for health and safety committee may be required
  • Performs computer-based work -Knowledge of Microsoft Office Suite including Word, Excel Outlook, PowerPoint, Internet Browser and Lync CommunicatorMicollab and MyTeams, ConneXe and other platforms used by Dynacare and CannAmm
  • Act as or designate SME’s for Cantrak development and enhancements
  • Mentor and lead the Site Supervisors to help ensure testing and office policies remain consistent throughout all locations
  • Performs other duties as assigned by Director of Operations
What YOU bring to the role:
  • Post‑secondary education in health sciences, business administration, medical laboratory technology, or a related field (diploma minimum; bachelor’s degree preferred).
  • 5 + years’ supervisory experience managing multi‑site or regional teams, ideally in clinical collections, occupational health testing, or another regulated healthcare service.
  • Demonstrated expertise in specimen collection protocols, chain‑of‑custody standards, and quality‑control requirements (e.g., DOT, Health Canada, ISO 15189, or equivalent).
  • Solid knowledge of provincial and federal health & safety legislation, WHMIS/GHS, and workplace incident‑reporting procedures.
  • Hands‑on experience with continuous‑improvement methodologies (Lean, Six Sigma, or similar) and change‑management principles.
  • Proven track record in budget oversight (lab supplies, materials, payroll, and expenses) and KPI‑based performance management.
  • Experience collaborating with HR on recruitment, onboarding, and performance‑management processes.
  • Comfortable preparing and delivering performance reports, presentations, and training sessions for a range of audiences.High School Diploma, diploma as a Medical Office Assistant or Practical Nurse would be an asset
  • Minimum 5 year as a DOT Collector with BAT Certification
  • Current Supervisor Awareness Training, or willing to obtain
  • Current Audiometric and Spirometry Technician Certificate, or willing to obtain.
  • Non-Violent Crisis Intervention Training Certification, or willing to obtain
  • 5 years’ experience in a clinic/medical stetting with at least 2 years recent experience in a supervisory role
  • Travel will be required to collection sites
  • Medical terminology
  • Advanced user of Microsoft Office Suite (Excel for data analysis and pivot tables, Word, PowerPoint, Teams).
  • Ability to analyze operational data, track KPIs, and visualize trends for decision‑making.
  • Working knowledge of collection‑tracking software (e.g., Cantrak or similar) and ability to act as a subject‑matter expert for system enhancements.
  • Understanding of inventory and materials‑cost control processes.Intermediate MS Office skills, SharePoint
  • Excellent knowledge of internal software, Site Scheduler, Cantrak, Central Booking
  • Organized and flexible
  • Valid class 5 driver's license and a good driving record required, ability to drive company vehicles up to 3 tons
  • Leadership & coaching: inspires high performance, fosters development plans, and leads cross‑training and succession initiatives.
  • Communication: clear, timely, and audience‑appropriate-equally strong in written reports, presentations, and day‑to‑day conversations.
  • Customer focus: anticipates client needs, resolves issues promptly, and maintains service excellence in both in‑clinic and on‑site settings.
  • Problem‑solving & decision‑making: diagnoses root causes quickly and implements sustainable, data‑driven solutions.
  • Change management & adaptability: guides teams through new policies, technologies, and process improvements with minimal disruption.
  • Conflict resolution & emotional intelligence: addresses performance concerns constructively and maintains a positive workplace culture.
  • Time management & prioritization: balances regional demands, scheduling challenges, and strategic projects effectively.
  • Collaboration & influence: works seamlessly with HR, IT, Finance, BD, and other internal partners; builds rapport with external clients and vendors.Exceptional interpersonal skills, able to de-escalate conflict
  • Excellent written and verbal communication skills
  • Ability to work with and lead a team are required
Working Conditions:
  • Remote-officeHybrid office, collection site and home work environment, with the ability to travel and visit collection sites in-person.
  • Occasional travel, possible overnight out of town, air travel may be necessary.
Passionate about supporting healthy lives with commitment and care? Please apply today and let us open the door to your extended career journey.
Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work. At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care - we would like to meet you. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.
Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement, and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.
In accordance with provincial legislation and our Accommodation Policy, a request for accommodation will be accepted as part of the Dynacare hiring process.

Requirements

Level of education

undetermined

Work experience (years)

undetermined

Written languages

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Spoken languages

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Internal reference No.

34533fc567f133ebcb98d2515979dc0d

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