BACK TO HOME
Our People
Our people reflect the best of Canada, driven by a shared belief in equitable access to quality healthcare.
Across the country, our 6,500 team members work together to deliver more than 150 million lab tests each year, each representing a person, a family, and a future. Their expertise and empathy turn data into answers and results into reassurance, empowering Canadians to take charge of their health.
Our People showcases the stories of dedicated, talented individuals who bring our purpose of empowering healthier Canadians to life, every day.
London Specimen Management Team: Finding Novel Approaches to Put Customers First
Behind every sample is a life — a mother, father, sister, brother, or friend — depending on LifeLabs for answers.
It’s this mindset that drives our team to constantly make our customers’ experience more convenient, more empowering, and more responsive. Whether we are opening a new Patient Services Centre, adopting innovative technology, or adding new kits to our at-home testing program, every step we take is designed from the customer’s perspective.
When an urgent or unusual situation arises, our teams leap into action, willing to go above and beyond to meet the customer’s needs. This was the case when a transplant patient needed pre-operative testing on an emergency basis. Lab Assistant Andrea Heaton, who works with the LifeLabs’ Specimen Management Team in London, Ontario, received a call from another diagnostic services provider saying that an important test had been omitted from the customer’s pre-surgical work-up. The customer was scheduled for life-saving surgery six days later, but the operation could not proceed without the test results. The other service provider was unable to complete the test within this short time frame. Could LifeLabs help?
Andrea gathered her colleagues together, and they quickly made a plan to expedite the process, which would normally take more than a week. They organized a quick and convenient sample collection in the customer’s home city. Having received and processed the sample on a priority basis, they used rush transport to ensure that London Health Sciences got what they needed in time. Thanks to their prompt action, the surgery was able to go ahead as scheduled and was successful.
Andrea’s team received a heartfelt thank you from the customer and her care team, who deeply appreciated the quick thinking, responsiveness, and collaboration that helped ensure a positive outcome.
“We rarely get to see or hear the end of the customer stories we’re part of,” Andrea says.
“We fix issues, support customers, and do our jobs with our hearts and souls. But to hear this feedback — it reminds me why I love this job so much.”
Claire Murray: How One Moment Shaped a 19-Year Career
For Claire Murray, Director of Strategic Initiatives, empowering Canadians means never forgetting the faces behind every sample.
Nineteen years ago, as a Lab Patient Technician, Claire was helping a young girl who had never had bloodwork before but was starting a healthcare journey with a serious illness. Claire led with skill and compassion to collect the specimens. However, as she was picking up the tubes, the customer’s mom had an important message for Claire.
“She quietly bowed her head and said, ‘Please let the people who touch these tubes know how important they are to us.’ The crowded Patient Service Centre got very still for me,” shared Claire. “The mother did not ask for the results to be good — she asked us to remember the importance of our work and how it affects all of those who come to us.”
“This was a defining moment in my career. It has become my true north because I have had many different roles since that time, but always, I see how we all play a part in each customer’s health journey,” Claire continued.
Since that day, Claire has grown into a people leader who empowers those around her while managing LifeLabs’ government growth portfolio. Alongside her team, she evaluates opportunities to expand LifeLabs services to communities across Ontario, helping to empower Canadians in their health journey.
For Claire, the impact of her work really hit home during her Canadian citizenship ceremony when the judge asked her what she does for a living.
“The judge stopped the lineup and started to tell me about the great service he’s had at his neighbourhood Patient Service Centre, and how great our organization is. He wanted to know more about what it was like to work for LifeLabs and loved that I had been an employee for so many years,” said Claire.
But no matter what she achieves, Claire will always be guided by the meaningful interaction with a little girl and her mom 19 years ago.
“Every single role at LifeLabs touches a sample and has someone attached to that sample asking for us to understand the importance of what we do. I was proud that day and have been proud of the work I do, that we all do, ever since,” said Claire.
Farhana Damji: Turning Frustration into Trust
Customer Support Agent Farhana Damji exemplifies care and kindness in every interaction.
On any given day, Farhana will receive approximately 120 calls from customers or healthcare providers who depend on her to answer their questions or help them find solutions. Healthcare providers rely on LifeLabs for 70 per cent of the diagnosis and treatment plans they develop, based on the results that we deliver every single day.
Farhana understands the importance of clarifying their questions and demonstrates agility and patience when handling these calls, upholding LifeLabs’ value of a customer-centred approach to care.
“When you answer a call, you’re not sure what is coming your way,” said Farhana. “I take the time to listen to concerned callers who feel they have nowhere else to turn.”
Often, Farhana is there to lend an ear, and throughout a single conversation, she builds trust by ensuring that the person on the other end understands they are the priority.
However, it’s not always easy to build trust when you are working on resolving customer concerns.
Farhana recalls once receiving a call from an individual who was deeply frustrated. She took the time to listen and remained friendly and understanding while solving the issue. The result? The problem was solved, and the caller apologized.
Farhana and the customer support team are a vital link for LifeLabs, empowering thousands of Canadians in their health journey every single day. They’re the calm, capable centre, ensuring that everything runs smoothly.
“When Canadians rely on LifeLabs, I am at the forefront representing our company and answering that call,” said Farhana. “These daily experiences have helped me realize that everyone has challenges. It’s our approach to handling challenges that makes a difference in the customer experience.”
Joseph Akhras: Putting the Customer First, One Test at a Time
Joseph Akhras, a Senior Medical Lab Technologist in Ontario, embodies the dedication and commitment that LifeLabs’ team members bring to empowering Canadians’ health.
“We’re talking about thousands of customers daily that rely on us to have their results,” Joseph says.
“It’s not just another shift — the results you are releasing could be crucial for the customer to get the right treatment at the right time.”
He knows that every test taken is a step toward answers, reassurance, and a healthier future, and that every team member plays a role in making that happen.
Joseph was new to Canada when he joined the organization. He heard about LifeLabs from a friend who already worked here and described it as “a very welcoming environment and a great place to grow my career.” Joseph’s own experience proved to be similar, as he gained experience in several different departments, working his way up to Senior Medical Lab Technologist. He fully embraces LifeLabs’ team culture and commitment to customers. “It is a responsibility, but it’s also so fulfilling,” he says.
Joseph, who works night shifts, says that remembering the customer behind the test makes it “so much easier to do your best.” Another motivator is the commitment of LifeLabs’ leadership. He notes that leaders make a point of visiting the night-shift team, even though this keeps the leaders at work well beyond their normal hours. Team members help each other stay resilient; they care about and support each other. “Every day I come to work, people are smiling. They’re receptive and understanding,” he says.
His care and commitment extends to the larger community. He volunteers as a youth mentor in his spare time and supports the lab’s Social Committee which organizes charity runs, food drives, and donation collections. He appreciates that LifeLabs makes this possible and contributes matching donations. For Joseph, it’s all part of a shared belief in helping and making the world a better place: “As a team, we focus on the positive — what we can accomplish together.”
Amy Pooni: The Power of Behind-the-Scenes Agility
While she may not directly interact with customers daily, Amy Pooni, Operations Enablement Manager, ensures Canadians can depend on critical diagnostic services.
Her agility helps sustain LifeLabs’ commitment to consistently delivering answers and reassurance to the communities that we serve.
“Most people know us for blood tests, but they do not see the scale and complexity of the work behind the scenes. We process millions of samples every year, and every one of them represents a person waiting for answers about their health,” said Amy.
“We’re also deeply involved in public health initiatives such as cancer screening programs and supporting rural communities with access to diagnostics.”
As Operations Enablement Manager, Amy makes sure the lab and the people behind it are always ready to deliver results Canadians can count on. When change comes, she leads the planning and preparation that supports LifeLabs in empowering healthier Canadians.
Through all the navigation and changes, Amy is an anchor for her colleagues as they navigate change. Her dedication and compassion ensure the team is prepared, regardless of the situation.
“Amy is always taking the initiative and going above and beyond to support our leaders and team members,” said Amanda Watson, Senior Manager, New Services and Change Management. “Her calm, clear and concise approach is vital to a project’s success, and we are grateful to have her as part of our team.”
The ability to make an impact has driven Amy over the last 24 years with LifeLabs. Her career has grown from supporting LifeLabs as a Lab Assistant to a Supervisor at the LifeLabs Burnaby Metrotown Location, one of Canada’s largest Patient Service Centres. The experience she has gained over the years has helped her understand and appreciate the importance of care and compassion when customers are at their most vulnerable.
She recalls how her role at Burnaby Metrotown allowed her to witness the impact of teamwork in action and equipped her with the necessary skills to assume her current responsibilities as Operations Enablement Manager.
“This journey taught me that every role, no matter how big or small, makes an impact. Whether you’re drawing blood, solving logistics problems, or leading national initiatives, your work touches lives,” said Amy.
From supporting customers to ensuring the availability of critical diagnostic services, Amy is proud of how her career has empowered healthier Canadians.
Sanjay Ashar: Driven by Purpose to Excel
Sanjay Ashar, Medical Laboratory Technician at LifeLabs, is known around the lab for his collaborative spirit, dedication to high-quality service, and exceptional care.
In his role, Sanjay handles hundreds of specimens daily, performing diverse responsibilities to ensure timely and accurate results for customers, but through it all, one core idea remains his guiding light.
“One of my senior managers at LifeLabs once stated that every employee should consider each specimen as an individual customer and work accordingly to treat it with care,” said Sanjay. “I am truly motivated by her viewpoint and strive to follow this principle in my work.”
It’s this mindset that fuels Sanjay’s dedication. His focus and commitment ensure that every sample is handled with the care and precision it deserves.
“I feel a real sense of achievement,” said Sanjay. “It’s rewarding to realize that the work we do in the lab profoundly impacts lives, and that feeling of making a difference is what drives my passion for this role.”
Sanjay is a dedicated LifeLabs team member who supports those around him, often assisting in training new team members on processes while balancing his responsibilities. His commitment, paired with the skill and care of countless behind-the-scenes team members, ensures Canadians receive timely, accurate results.
“Seeing how teamwork and dedication can positively impact customer care reminds me of the significant role we play in the healthcare system,” shared Sanjay.
Tamara Watkins: Living Truth and Reconciliation Every Day
Area Supervisor Tamara Watkins is proud to say that she feels empowered to share her perspectives as an Indigenous woman at LifeLabs.
This includes having meaningful conversations with colleagues that inspire reflection and self-awareness.
“I take the opportunity to share a different perspective and a bit of my own story,” said Tamara. “Being able to share a part of my own experience in a safe, supportive environment is refreshing and deeply healing. Simple acts — like showing patience, offering kindness, and taking the time to listen — can make a meaningful difference in helping someone feel safe, respected, and highlight our continued journey through reconciliation,” she continued.
As part of her role as Supervisor for the Cowichan Valley region on Vancouver Island, Tamara and her team support many large Indigenous communities, and she spends her days visiting sites to ensure everything is running smoothly. She is thankful for her team’s support and the incredible work they do, while demonstrating care, agility, and teamwork.
“The people I work with are ultimately what I love about my job,” said Tamara. “I work with an incredible, hardworking team who are on the frontlines of customer care every day, and I also love the supportive management team I get to work with daily. Building strong relationships is my priority, and I do everything I can to create a positive, inclusive environment where everyone feels they belong.
“I also take great pride in representing my Indigenous identity at LifeLabs. For a long time, acknowledging my identity felt uncomfortable because of the stigma attached. That stigma still exists today, but it is improving as more of us feel empowered to share our stories and take pride in ourselves. Over time, I have found strength in reclaiming and celebrating who I am.”
As Tamara reflects on her role at LifeLabs, she is proud of her accomplishments and ability to move the needle forward on creating equity, diversity, and inclusion.
“My goal is to make a meaningful difference, not just within our labs and business, but in the broader healthcare space — especially regarding equity and inclusivity,” said Tamara. “By being able to serve Indigenous customers in my team’s region and contribute to making healthcare more inclusive and culturally safe, I see an opportunity to honour my own journey and stand in solidarity with the communities we serve.
“It’s also about carrying forward our people’s resilience, values, and stories, while helping to create environments where others feel seen, heard, and respected. It’s about healing, empowerment, and creating space — for myself, others, and future generations — to feel proud of who we are.”
By taking initiative, Tamara continues to help shape a more inclusive, culturally safe future at LifeLabs — one where every voice has the space to be heard and celebrated.
DISCOVER MORE About lifelabs
