Director, Membership Client Care Centre

5 months ago

Toronto, Canada MEDCAN Full time

About Us:
Established over 30 years ago, Medcan is a global leader in assessing clients' overall well-being and inspiring them to live well. Medcan has a comprehensive range of diagnostic assessments, which, in combination with innovative programs tailored to specific needs, are designed to successfully reach improved health outcomes.

Over 80 physicians and specialists, alongside a broad roster of complementary health care disciplines, provide health and lifestyle management services on site and by video consult for individuals, families and organizations. Our team of 700+ staff see clients virtually and physically from our downtown Toronto and Oakville clinics.

Role Overview:
We are recruiting a Director, Membership Client Care Centre, reporting to the Chief Operations & Transformation Officer.

Medcan’s Client Care Centre is a consolidated function that supports the delivery of quality care across our clinic sites in Toronto, Oakville, Collingwood, and Muskoka. The Client Care Centre is responsible for supporting our physician team by responding to patient inquiries, patient triaging, booking physician consultations, processing specialist referrals, and communicating medical results. The Director, Membership, Client Care Centre will lead a team of approximately 50 Nurses and Nurse Coordinators to support the delivery of exceptional care to our clients across all three tiers of our growing Membership business. The Director will also serve as the Operational Lead for the delivery of our Membership services across all our locations and be accountable for meeting Membership KPIs (retention, operating budget, volumes & NPS), as well as for establishing and overseeing clinical and client services standards for each tier of membership. The Director will be a member of the Leadership Team at Medcan and will work closely with teams across the organization, including the balance of the Client Care team, Product Management, Provider Experience & Capacity Management, Physicians, Clinic Operations, Technology Services, Marketing, Analytics and Finance.

Accountabilities:
The Director of Operations is a key member of the leadership team responsible for overseeing the day-to-day operations of Medcan’s Membership business, including the following:

- Strategic Planning: Develop and implement operational strategies that align with Medcan's overall objectives, including exemplary client service and clinical care, sufficient provider capacity to service our growing number of membership clients, and growing Membership product margins.
- Team Leadership: Provide leadership, guidance, and support to department managers and a large remote team of Nurses and Nurse Coordinators to foster cohesiveness and a supportive work environment to achieve program goals.
- Budgeting and Cost-Control: In collaboration with other members of the Operations Team, the clinic General Managers and the Product team, lead the development and management of operational budgets for the Client Care Centre and in-clinic delivery of Membership services. On an ongoing basis, implement cost-control measures by effectively managing human resources and identifying system and process efficiencies to optimize financial performance.
- Process Improvement: Drive operational excellence by continually identifying opportunities for process improvement that support growth, efficiency and scalability, and enhance client experience and health outcomes, as well as profit margins.
- Performance Monitoring: Establish performance metrics and monitor key performance indicators (KPIs) to track progress and identify areas of risk and opportunity.
- Drive Programmatic Excellence: Work in partnership with the Product Membership Director and the Director of Clinical Services to develop and execute acquisition and retention strategies to increase Medcan’s membership base. This includes leading the development and implementation of the client journey for each Membership tier to enhance client experience and health outcomes.
- Client Service: Support department managers and their team members in achieving excellence in service level standards and preventing and resolving client service issues. Speak directly to clients as required to resolve issues and avoid churn.
- Risk Management: Assess operational risks and develop strategies to mitigate them, ensuring client satisfaction and positive health outcomes, business continuity and adherence to local regulations.

**Requirements**:

- Undergraduate and/or Master’s degree in health care administration, public health, business administration or a related field.
- A minimum of 10 years of relevant experience in health care administration or program management for a large health care organization.
- Knowledge of health care regulations, quality improvement principles and accreditation standards.
- Ability to work effectively in a fast-paced, dynamic health care environment.
- Strong leadership skills including the ability to eff

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