Area Supervisor, Patient Service Centres

Reports to: District Manager, Patient Service Centres

Schedule: Full Time
Start Date: ASAP
Number of positions: 1

This vacancy is for an existing position.

Purpose of the Role:

The Area Supervisor, Patient Service Centres is accountable for providing leadership to assigned site location(s). This position is responsible for the day-to-day management of employees, workflow, client service, occupational health and safety, and resources within a single or several assigned sites and is also responsible for ensuring compliance with corporate policies and procedures.

Your responsibilities will include:

• Monitors and follows-up on key metrics (PWT, Prod, NPS).
• Conducts Operations review.
• Effectively manages materials and supply levels and costs
• Develops and leads team to deliver exceptional customer service
• Serves as the contact for escalated CEM/customer issues/concerns.
• Investigates and addresses customer complaints.
• Reports site level service disruptions; coordinates response if required.
• Preference for candidates with the ability to perform phlebotomy when required
• Develops and lead team to ensure high quality lab services are provided to our customers
• Prepares and attends quality accreditation (IQMH/DAP) audits
• Conducts complex non-conforming events (NCE) investigations and provides follow-up; provides guidance and support for routine NCE investigations.
• Provides technical support for quality checklists/logs.
• Responsible for the day-to-day management of employees at site.
• Ensures scheduling requirements; reviews and approves time off requests and overtime shifts aligned to policy; authorizes all schedule changes; prepares quarterly sick report review.
• Manages recruitment, hiring, onboarding, discipline and terminations, attendance and performance management, training/development, and coaching.
• Prepares documentation for group benefits and returns to work.
• Sets departmental SMART goals; works with the team to achieve goals.
• Participates in meetings with Human Resources and local Union representatives to investigate grievances and other employee issues.
• Establishes and maintain a good working relationship with local Union representatives.
• Partners with Workforce Planning on schedule development and supports adjustments (inc. vacation coverage)
• Monitors employee files and creates incident logs.
• Provides support for major work orders/repairs, janitorial contracts.
• Provides approval for expenses.
• Organizes uniform refresh.
• Attends required meetings and participates in assigned projects.
• Provides appropriate onboarding and orientation to new hires.
• Prepares and leads rolling closures.
• Delivers training to teams as required (i.e. safety, quality, operational processes, etc.)
• Leads Incident investigations/Cority and implementation of corrective actions
• Supports employee graduated return to work program and delivery 

What you bring to the role:

• High school diploma; post-secondary education an asset.
• 3+ years leadership experience managing a team and function.
• Phlebotomy skills, Home Care and/or Data Sort experience.
• Understanding of PSC functions, administrative skills.
• Supervisory experience preferred.