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Job Posting: Manager, Forensic Toxicology —Initial Testing/Customer Care

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, Forensic Toxicology—Initial Testing/Customer Care?

As a Manager, Forensic Toxicology , you will be accountable for the goodness of the Forensic Department(s) by developing, managing, and continuously improving the Forensic Department(s) and National Drug Testing and OHIP Contact Centres to support the achievement of their vision, mission, strategic, and operational objectives in... accordance with Dynacare values. Ensure the development, implementation, and maintenance of business plan that to sustain operational excellence and the improvement of competitive differentiators of service, cost and quality. Accountable for providing managerial leadership and direction to a capable team and secures their cooperation in achieving deliverables prescribed in the business plan. Work closely with the RP/Alt-RPs to ensure the laboratory operations align with SAMHSA guidelines.

This is a full-time, permanent role working day shift.

Internal job posting closesat 5:00pm(EST)on August 19, 2024 .

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:
• Manage the day-to-day operations of the SAMHSA certified laboratory
• Provide input to Immediate Manager’s strategic and operational plans and directions, ensure an understanding of Dynacare business plan throughout the Forensic Departments and ensure on-going effective positioning and integration of the department throughout the organization in order to create and sustain organization success
• Develop, implement, and review a business plan within the context of the department’s business plan (including mission, vision, values, strategic positioning, operational plan and resource plan)
• Ensure deliverables of direct report positions are aligned and integrated, stratum appropriate and cascade throughout the Forensic Departments to achieve performance expectations and decided metrics
• Ensure Multi-Channel Contact Centre KPIs are achieved.
• Ensure a Contact Centre Quality score of over 90% is achieved.
• Monitor and assess staff capabilities in the Contact Centre weekly that meet or exceed industry standards.
• Handle all client escalations in a professional manner that meets or exceed customer expectations.
• Work with a continuous improvement mindset to improve best practices of Multi-Channel Contact Centre operations and processes with a view toward improving efficiencies and the customer experience.
• Deliver on Budget requirements.
• Assess competition and market opportunities and threats as appropriate; plan and implement decided actions as and when relevant
• Ensure the delivery of optimal Forensic Departments results against appropriate performance metrics
• Establish, monitor, measure, and report Forensic departmental performance metrics; analyze and identify issues impacting operational performance and establish initiatives for continuous improvement to ensure delivery of key metrics such as financial, meeting customer expectations, operational effectiveness, efficiency and employee satisfaction, etc.
• Strategically plan and identify for the Forensic Departments, the necessary budget requirements, the provision of leading-edge technology, exceptional sales processes, etc., and the acquisition and talent pool development of optimal human resources
• Develop, implement and review an optimal organization design, including alignment of positions, accountabilities and authorities, people and alignment of tasks and deliverables within the Forensic Departments
• Deliver on the strategy and enhance employee performance and satisfaction
• Manage the Forensic Departments and the National Drug Testing and OHIP Contact Centres for optimal performance by selecting, developing, and managing a departmental team capable of achieving Forensic departmental business objectives through effective managerial leadership practices within the appropriate context and prescribed limits
• Ensure that there are enough personnel with adequate training and experience to supervise and conduct the work of the SAMHSA certified laboratory
• The manager must ensure the continued competency of personnel by documenting their in- service training, reviewing their work performance and verifying their skills
• Develop and nurture a culture of safety, quality, service, performance, innovation, adaptiveness, fair treatment of direct reports and consistency across the Forensic Departments
• Responsible for maintaining a quality assurance program
• Ensure Computer Telephony Integration (CTI) for Contact Centre Operations and queue management is maintained on an hourly basis.
• Develop, implement and review control mechanisms and processes to ensure compliance to policies, standards, regulatory requirements, and development, implementation, and updating and maintaining procedure manual in accordance with NLCP, and Dynacare requirements and to ensure mitigation of risks
• Ensure that a complete, current SOP manual that is reviewed, signed, and dated by the Responsible Person is available for personnel and followed by those personnel
• Creating and updating Multi-Channel Contact Centre SOPs specific to the National Drug Testing Contact Centre on a monthly or quarterly basis.
• Establish and enhance the Forensic Departments profile in industry and community as and when required
• Ensure proactive customer service is provided, including professional and personal assistance to all internal and external clients, answering inquiries, reviewing customer complaints and implementing corrective action as appropriate and interpreting departmental information as required
• Prepare contact center and specimen processing performance reports by collecting, analyzing, and summarizing data and trends
• Observe and review employee interactions with customers (via our call quality program) to ensure that the customer experience is a “WOW” experience and that all policies and regulations are being adhered to

What YOU bring to the role:
• A minimum of 6 years relevant experience
• University Degree in a related field
• In depth knowledge of Forensic Department processes, key drivers and continuous improvement methodologies
• In depth knowledge of Telephony platforms, and other multi-channel Contact Centre platforms and systems.
• Expert level knowledge of Computer Telephony Integration (CTI) for Contact Centre Operations.
• Knowledge of external factors that impact Forensic Department such as new trends, developments, laws and regulations, and technology with respect to the health care industry and related discipline
• Knowledge of Lean or Six Sigma and Quality Management Systems
• Strong understanding of Privacy Legislation and practices in each Canadian Province as it relates to Medical results (including, but not limited to, forensic drug testing).
• Bilingual is not required but would be an asset.
• Experience with programming of (and data pull from) CRM systems such as Salesforce and Microsoft.
• Strong Departmental Financial management skills
• Capability to develop and implement business plan, and continuous improvement initiatives
• Proficiency with telephony and multi-channel Contact Centre platforms and systems.
• Project governance and project management with respect to the Forensic Department
• Capability to review, develop, implement and monitor organizational design regarding the Forensic
• Capacity to build and lead an operational team within the Forensic Department
• Effectively communicate the vision, value and mission of Dynacare to both internal and external audiences
• Effective at conflict management and change management
• Strong influencing, presentation and people management skills

Working conditions:
• Normal office environment
• Forensic Toxicology laboratory environment
• Contact Centre Environment
• Prolonged sitting, some standing, telephone use, dexterity using keyboard use
• Working for Long hours with flexibility of shift work

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.
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