Regional Operations Manager - Edmonton South & Immigration

Job Location: Edmonton AB - Clinic Support Office

Job Type: Full-Time Permanent

Schedule: Monday to Friday, 8:30 AM - 4:30 PM, occassional evenings and weekends as needed. Travel regularly throughout the region required.

COMPANY INFORMATION:

Looking to make a difference? Looking to join an incredible team?

Medicentres is a growing network of professionally managed healthcare clinics dedicated to providing accessible healthcare to patients across Alberta, Saskatchewan, Manitoba, and Ontario.

Regardless of your role, you will be an integral part of our customer-first team and are guaranteed to make an impact on the lives of Canadians. Medicentres is seeking to change the way healthcare is delivered in Canada by using technology to improve the patient experience.

By choosing to belong at Medicentres, you will join a team of passionate, like-minded people enjoying a challenging and rewarding career in the ever-changing health care industry. It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters.

JOB PURPOSE:

Reporting to the Senior Manager – Operations (Alberta and Central Operations), the Regional Operations Manager, Edmonton South (ROM) is responsible for driving the success of the Medicentres business within their region. This includes hands-on management and coaching of the clinic teams in order to meet quality care, customer service, financial, and operational goals, as well as communicating and implementing the organization’s strategic objectives to the clinics. It will also include liaising with community partners and stakeholders, where required.

In addition, the ROM, Edmonton South is also responsible for driving the success and growth of the Immigration business within Medicentres, including liaising with the immigration physicians, managing and coaching of immigration teams, meeting operational goals, and growing and developing the immigration program.

The ROM, Edmonton South also serves as a member of Medicentres’ Leadership team, assisting and supporting the development and planning of the organization’s future direction.

JOB DIMENSIONS:

Direct Reports:

Direct: Clinic Managers, Immigration Staff

Indirect: Clinic Staff, Regional Operations Support Staff

Financial:

Responsible for overseeing the finances of the region, and working with Clinic Managers on financial reporting and financial / resource management.

Other:

Assisting in Physician recruitment and retention. Working with community partners to build relationships and partnerships. Identifying and evaluating business development opportunities (either internally generated, or from the market). Keeping abreast of political regulations and rules related to the operations of ELNA / Medicentres’ businesses, including immigration policy.

PRINCIPAL RESPONSIBILITIES:

Clinic Management and Oversight:

• Liaise with, build relationships with, and manage satisfaction of all physicians to proactively deal with concerns, recruitment, and to retain the physician network.
• Communicate, lead, and support clear expectations of company strategic initiatives and operational standards to the clinic managers and physicians.
• Work collaboratively with Human Resources regarding human resources activities including recruitment, training, developing staff, performance evaluations, disciplinary procedures, and employee relations.
• Audit clinic processes, appearance, and customer service standards through regular visits.
• Lead the ongoing development of a customer service culture through patient, physician, and staff engagement.
• Lead a team of five (5) to ten (10) clinic managers within a geographical region.
• Provide leadership and motivation to clinic managers, lead by example, and demonstrate a ‘hands on’ approach in identifying and responding to issues in a timely manner.
• Oversee and manage regional and clinic performance goals including, but not limited to, patient retention, patient count, controllable expenses (including clinic labour and supplies), operational targets, and EBITDA.

Regional Team Leadership:

• Exemplify the organization’s core values and ensure staff are aware of organization’s core purpose and core values and are performing to these standards on an ongoing basis.
• Identify training needs and development plans and ensure compliance of all internal online training programs.
• Recruit and onboard new clinic managers and assistant clinic managers.
• Regularly review clinic manager performance and provide ongoing feedback in a timely manner.
• Facilitate regular and ongoing team communication via conference calls, regional meetings, and clinic visits.
• Work collaboratively with the Operations team to ensure operational initiatives are planned and executed successfully.
• Identify, mentor, and promote the development of successors within the operations team.

Immigration:

• Provide leadership and oversight to the Immigration program within Medicentres.
• Marketing and promoting the immigration program throughout Canada to increase business.
• Identify opportunities to expand the immigration program across ELNA/Medicentres Canadian network.
• Supporting the physicians within the immigration program, building and maintaining ongoing relationships.
• Liaising with Immigration, Refugees and Citizenship Canada (IRCC).
• Oversee and manage Medicentres Immigration performance goals including, but not limited to, patient count, business growth, controllable expenses (including labour and supplies), operational targets, and EBITDA.
• Establish systems and processes to ensure the smooth functioning of the Immigration program.

Business Development:

• Participate in and support community involvement and perception of the Medicentres brand.
• Support the acquisition and/or the opening of clinics within the region, and the integration of clinics into the Medicentres network.
• Support the growth of clinics within their region to achieve Medicentres’ growth strategy and business objectives.
• Support business development programs and initiatives.

Organizational Leadership:

• Serve as a member of Medicentres’ Leadership Team, participating in quarterly meetings and providing input and support on company-wide projects and initiatives.
• Lead and/or participate in cross-functional project teams to advance strategic and operational projects.

The ROM will also perform other duties as assigned.

KNOWLEDGE, SKILLS AND EXPERIENCE:

The ROM, Edmonton South and Manager, Immigration will display:

• The ability to travel (valid driver’s license is required).
• A Demonstrated ability to manage multiple tasks and projects with minimal supervision,
• The ability to handle confidential information in compliance with the Health Information Act guidelines.
• Strong computer skills including Excel.
• Exceptional problem-solving skills.
• The ability to work both independently and collaboratively in a team environment.
• A demonstrated ability to be responsive, adaptable, and flexible.
• A proven track record of 3-5 years of progressive management experience overseeing operations in a multi-unit environment.
• A customer service and mentorship focus.
• Excellent written and oral communication skills.
• The ability to understand, plan and execute budgets and reporting.
• Demonstrated leadership skills with the ability to manage and motivate teams while managing change effectively.

The ability to communicate in both French and English is considered an asset. Other languages are also considered an asset.

Education/ Certifications

• No formal education requirement

CONTEXT AND ENVIRONMENT:

Fast paced environment, where the ability to manage multiple projects and resources while working on several different assignments at the same time and meeting deadlines are essential. Must be able to deliver results and execute judgement under minimal supervision in line with existing policies. Focus is on exceeding financial objectives and customer service standards through identification of opportunities, development, and implementation of action plans within the region. Must be able to interact and build rapport across a range of personality types and show skills in complaint handling and conflict resolution. Extensive travel across the region is required.

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