Quality Assurance Coordinator

3 weeks ago

Burnaby, British Columbia, Canada PHSA Full time

Commercial Services Specialist

BC Clinical & Support Services

In alignment with the Purpose, Vision, Values, and Coast Salish Teachings, and strategic directions of PHSA, safety, encompassing both patient and employee safety, is a priority and a collective responsibility at PHSA. Therefore, the commitment to continuously enhance quality and safety is integral to all facets of this role.

Reporting to the Manager of Commercial Services, the Commercial Services Specialist is tasked with overseeing, assessing, and enhancing contractor performance; managing daily vendor relationships; and playing a pivotal role in quality assurance, which includes establishing service quality criteria and monitoring performance while addressing client concerns related to contract quality outcomes and business dealings with contractors across the Province. The Specialist is responsible for managing performance processes for contracts and tracking and reporting on contract deliverables. The role also involves assisting the Manager of Commercial Services in engaging customer departments to develop and adjust service level agreements and priorities, ensuring that contract services align with operational objectives. Additionally, the Specialist provides guidance to other staff on operational matters and contributes timely expertise and engagement on cross-functional initiatives aimed at fostering integration across Health Authorities to achieve the Business Initiatives and Support Services objectives.

Key Responsibilities

Offer advice and support on procurement and contract management processes, contractual obligations, issue resolution, and related matters. Monitor contractor performance to ensure ongoing compliance with performance targets and quality standards, develop clear criteria for service quality measurement, and generate regular and ad hoc performance reports for the WEST portfolios, advising on penalties when service levels are not upheld. Assist senior management in engaging customer departments to create and modify service level agreements and priorities, ensuring contract services are executed in line with operational goals. Serve as the primary expert resource for WEST Alliance Office staff and provide guidance on operational issues. Participate in discussions and critical decisions regarding contract scope, change orders, and ensure adherence to PHSA Procurement and Financial policies to guarantee value throughout the contract duration. Take a leading role in quality assurance by addressing client issues related to contract quality outcomes and business interactions with service providers across the Province. Manage daily interactions and issues with vendors at the contract level and facilitate resolutions. Provide timely expertise and engagement on cross-functional initiatives aimed at promoting integration across Health Authorities to achieve the business objectives of the WEST Alliance Office. Prepare draft contracts and change orders in collaboration with other WEST Alliance Office managers, ensuring compliance with PHSA policies and guidelines, including selecting appropriate contract language, recommending safeguards, contract milestones, and payment schedules for final contracts. Implement risk assessment frameworks based on current accepted criteria and best practices, leading the identification and management of risks associated with contract performance. Review, approve, and manage client service requests and complaints, participating in the evaluation of business and operational impacts of service requests and the development and maintenance of service offerings.

Qualifications

A level of education, training, and experience equivalent to a bachelor's degree in finance, business, or a related field; plus a minimum of five (5) years of recent, relevant experience, including contract management experience. In-depth knowledge and expertise in researching, analyzing, and evaluating contract processes and requirements for program delivery, along with the ability to recommend changes. Experience managing multi-million, multi-year contracts in a public sector environment is preferred.

Strong analytical and problem-solving abilities. Capacity to employ diplomacy and tact in conflict resolution. Proficiency in analyzing and interpreting complex contracts and policies related to contracts. Ability to conduct detailed financial analyses. Capability to interpret legislation and regulations. Excellent analytical and critical thinking skills. Strong verbal and written communication skills. Exceptional interpersonal skills and the ability to collaborate effectively with all levels of staff.

Skills & Knowledge

Commitment to fostering lasting and meaningful reconciliation in Canada as per TRC and BC's Declaration on the Rights of Indigenous Peoples Act. As a strong asset for consideration, we seek candidates with knowledge of the social, economic, political, and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism, and Indigenous Cultural Safety, along with foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

What we offer

Every PHSA employee contributes to providing the best possible patient care for our patients and their families. Whether you are delivering direct care, conducting research, or enabling others to perform their roles, you impact the lives of British Columbians today and in the future. That’s why we are dedicated to your well-being too – offering health, wellness, and development programs to support you – at work and at home.

Join one of BC's largest employers with province-wide programs, services, and operations – providing extensive opportunities for growth, development, and recognition programs that honor the commitment and contributions of all employees. Access professional development opportunities through our in-house training programs, including over 2,000 courses, such as our San'yas Indigenous Cultural Safety Training course or Core Linx for Leadership roles. Enjoy a comprehensive benefits package, including a municipal pension plan, psychological health & safety programs, and holistic wellness resources. Annual statutory holidays (13) with generous vacation entitlement and accrual. PHSA is a remote work-friendly employer, welcoming flexible work options to support our people (eligibility may vary depending on position). Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

About PHSA

The Provincial Health Services Authority (PHSA) plans, manages, and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

PHSA is committed to equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA seeks to create a diverse workforce and establish an inclusive and culturally safe environment. We invite applications and inquiries from all individuals, particularly those belonging to historically, systemically, and/or persistently marginalized groups.

One of PHSA's North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya'kula Team (Indigenous Recruitment & Employee Experience) for support.

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. PHSA must uphold legislative obligations and provincial commitments found in foundational documents such as the Truth & Reconciliation Commission's Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan, and Remembering Keegan: A First Nations Case Study.

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