Director, Channel Operations

Director, Channel Operations – Rehabilitation & LTD Services

Location: North York, Ontario (Hybrid – 4 days in-office at North York location or in-field with clients, 1 day work from home)

Job Type: Full-Time, Permanent

About Lifemark Health Group – Stronger Than Ever

At Lifemark, we're more than a healthcare company — we're a movement. With clinics across Canada, we lead the way in rehabilitation, injury management, and recovery services. United by our purpose, "Movement to a Better Life," we are driven by our people-first culture and our mission to help individuals, teams, and communities thrive.

When you join us, you're not just stepping into a leadership role — you're helping shape the future of access to rehabilitation and disability management services in Canada.

The Opportunity: Bring your Difference. Make a Difference.

We're looking for a Director, Channel Operations – Rehabilitation & LTD Services to lead the operational performance, efficiency, and service quality of Lifemark's Long-Term Disability (LTD) and Rehabilitation Services across Canada.

This national leadership role is responsible for guiding intake, coordination, and operational teams to deliver seamless, high-quality experiences for referral partners, insurers, and clients. The Director will also partner closely with Account Management, Clinical Operations, and Central Support teams to ensure alignment, consistency, and operational excellence.

If you're an operational leader passionate about optimizing healthcare delivery, enabling teams, and supporting people through recovery, this is your opportunity to make a national impact.

Key Responsibilities:

Operational Leadership & Efficiency

• Lead national intake and coordination teams supporting the LTD and Rehabilitation service lines.
• Oversee referral workflows to ensure service-level agreement (SLA) compliance, workload balance, and process efficiency.
• Develop and implement standardized operational processes across provinces to ensure consistency, scalability, and quality.
• Monitor and analyze performance metrics (e.g., turnaround time, report quality, referral completion) to identify and drive improvements.

Quality & Case Coordination

• Ensure timely, accurate, and compliant communication between clinicians, payers, and referral sources.
• Conduct operational quality reviews of reports and pricing summaries to uphold accuracy and service standards.
• Partner with internal stakeholders to improve workflow automation, reporting, and documentation practices.

Team Leadership & Development

• Lead, coach, and develop Client Service Managers and Team Leads to foster a high-performing, accountable, and engaged team culture.
• Oversee training, onboarding, and performance management to build operational excellence and leadership capability within the team.

Business Performance & Reporting

• Prepare and analyze national operational performance and SLA reports, identifying areas for improvement.
• Collaborate with Finance on billing accuracy, pricing consistency, and revenue integrity.
• Support forecasting, budgeting, and workload planning to align resources with business demand.

Client & Partnership Management

• Serve as the primary operational contact for insurer and referral partners across the LTD and Rehabilitation service lines.
• Partner closely with Account Management teams to ensure operational delivery aligns with client expectations and partnership goals.
• Participate in client reviews, presentations, and renewal discussions to provide operational insight and foster long-term trust.

What we're looking for

• Diploma or degree in healthcare administration, business, or a related field.
• 5+ years of progressive leadership experience in healthcare operations, rehabilitation services, or disability management.
• Demonstrated success leading intake or coordination teams within a clinical or payer environment.
• Proven ability to manage KPIs/SLA performance, drive process improvement, and implement standardized practices.
• Strong interpersonal and communication skills with the ability to engage cross-functional teams and external partners.
• Experience working with insurers, third-party payers, or workers' compensation boards.
• Financial acumen and familiarity with healthcare billing, pricing, and compliance.
• Proficiency in Microsoft Office, CRM systems, and SharePoint; familiarity with analytics dashboards is an asset.

Inclusion

We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as members of Indigenous communities, newcomers to Canada, women, and visible minorities.

Accommodation

Accommodations are available upon request for candidates taking part in any aspect of the recruitment and selection process. Please contact for assistance.

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