👩🔬👨🔬 A hands-on head of operations and digital innovations who keeps eleven patient service centres and the laboratory running well day to day, and who leads the digital uplift of how we work: in the lab, at the desk and in the patient's hand.
Bio-Test Laboratory has served Ottawa and Eastern Ontario since 1971 and is the region's only privately owned, Canadian, community laboratory. We are rebuilding how patients experience us, and are looking for operations and digital specialists with a passion for AI, innovation, and customer experience.
This role sits between the floor and that roadmap. Half the week you are in centres and the lab with the team; the other half you are turning what you saw into better process and better software, with management and the engineers.
🔬 What you will do
- Run day-to-day operations across the patient service centres and the laboratory: staffing and scheduling, supplies, opening and closing standards, incident follow-up, patient flow and wait times.
- Own the operating metrics (visits, wait, turnaround, complaints, staff hours) and review them weekly with the owner; act on what they show.
- Lead the digital implementation on the ground: roll out the desk check-in and the patient app across centres, train staff, write the standard work, gather what breaks and feed it back to the product team.
- Be the operations voice in product decisions for the in-lab systems (LIS workflows, requisition handling, specimen tracking) and the patient-facing ones (booking, app, website, patient portal).
- Coordinate vendors and integrations (booking system, laboratory information system, wearables and portal partners) from the operations side; test changes before they reach patients.
- Keep us compliant and audit-ready: IQMH/accreditation requirements, PHIPA privacy practices at the desk, health and safety.
- Coach centre leads and phlebotomy teams through change with clear communication and visible presence.
🧫 What you bring
- Five or more years running multi-site operations in healthcare, diagnostics, pharmacy or another regulated, patient-facing setting; at least two managing people across sites.
- Evidence of having led a technology rollout to frontline teams and made it stick: training, standard work, adoption metrics.
- Comfortable with data: you build your own dashboards in spreadsheets or a BI tool and read them without help.
- Enough technical fluency to work with engineers on integrations and workflows (you can read a process map, a data flow, an API description) - you do not need to code.
- Calm, direct communicator who is as at ease drawing blood-flow diagrams on a whiteboard as talking to a nervous patient at a desk.
- Valid driver's licence and willingness to be in centres across Ottawa, Nepean, Orléans, Carp, Embrun, Cornwall and Carleton Place every week.
🥼 Nice to have
- Bilingual English and French.
- Laboratory background (MLA/T or MLT), or experience with a laboratory information system.
- Lean, Six Sigma or similar improvement training.
- Experience with Zoho, Microsoft 365 administration, or clinic-management software.
- Firm grasp of AI tools & agentic workflows.
🧬 What we offer
- A senior role reporting to senior management teams, with real authority over how the centres run and a direct line into what gets built.
- Ottawa-based, in the field, not remote; some flexibility in hours around centre opening times.
- Benefits and vacation in line with a permanent senior position; details discussed at interview.
📩 How to apply
Email your CV and a short note about a technology rollout you led and what you would do differently to [email protected] with the subject “Head of Operations & Digital"
