Referral Team Supervisor (Project Specific)

Job Location: Clinic Support Office (CSO) – Edmonton – In Office
Job Type: Full-Time Permanent
Experience Level: Mid level
Schedule: M-F Days, Occasional Evenings and Weekends as needed.
Number of Vacancies: 1

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.
In addition to operating medical clinics, Medicentres is establishing a panel of physicians and nurse practitioners who will provide independent medical reviews for outside organizations.
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 Central Programs Manager, the Project Delivery Supervisor is responsible for supervising staff and supporting the efficient day-to-day operations of the referral process. This role oversees the team responsible for coordinating and processing referrals, while supporting the development of workflows, process requirements, and operational standards. The Supervisor will play a key role in helping establish, scale, and optimize this function in a fast-paced environment.

PRINCIPAL RESPONSIBILITIES:
Operations & Service Delivery:

• Lead the day-to-day execution of a high-volume, process-driven program, ensuring work is completed accurately, efficiently, and within defined timelines.
• Oversee the end-to-end lifecycle of case or file processing, from intake, validation, and indexing, through to completion and submission.
• Ensure all required documentation, records, and outputs are complete, consistent, and meet established standards.
• Identify and address workflow bottlenecks, operational risks, and capacity constraints in real time.
• Support operational excellence through managing workloads and capacity, service level delivery, productivity, and continuous improvement.

Team Supervision:

• Support the recruitment, training, and onboarding of the delivery team members.
• Support the team in achieving set performance goals and standards.
• Lead end-to-end processing of provincial referrals by providing direct supervision and support to the delivery team.
• Provide performance management and regular feedback to the team as needed.
• Responsible for handling stakeholder concerns in an effective manner in accordance with our customer service standards.
• Leads by example and demonstrates a ‘hands on’ approach in identifying and responding to issues in a timely manner.
• Identifies any performance issues and training gaps within the team.

Project Supervision:

• Supervise, coach, and support a multidisciplinary team, including administrative, medical support roles and physicians.
• Monitor workflows and efficiencies, providing recommendations for continuous improvement as needed.
• Liaises with all levels of the organization, as well as internal and external parties to ensure effective program delivery.
• Monitor operational performance, including volumes, turnaround times, backlogs, service levels, and required reporting.
• Ensures all personal health information is handled in accordance with privacy and confidentiality requirements.
• Manage escalations, inquiries, and concerns in a professional, timely, and solutions-focused manner.
• Plan for and manage fluctuations in workload by optimizing staffing, scheduling, and resource allocation

Quality Assurance & Decision Integrity:

• Establish and oversee quality assurance processes to confirm that work outputs are complete, accurate, consistent, and aligned with defined standards.
• Verify that required documentation, supporting information, and rationale are present before final submission.
• Review the work to make sure it is complete, accurate, follows the correct process, and meets required standards.
• Identify recurring quality issues, documentation gaps, or process deviations, and recommend corrective actions, training, or workflow improvements.
• Escalate risks related to compliance, conflicts of interest, privacy, scope, or process deviations in a timely and appropriate manner.
• Support defensible outcomes by maintaining consistent processes, clear documentation, and appropriate quality controls.

Organizational Leadership:

• Ensure company policies, processes, and procedures are adhered to.
• Communicate company initiatives and core values to team.  

KNOWLEDGE, SKILLS AND EXPERIENCE:

• College diploma in business, medical administration, or five (5) or more years of related experience.
• Experience in insurance, adjudication, healthcare administration, or other high-volume regulated operations preferred.
• Three (3) years management experience leading a process-driven, high volume team, preferably in a health care environment.
• Customer service focus with strong communication skills.
• Detail oriented with exceptional problem-solving skills.
• Demonstrated ability to be adaptable and flexible.
• Strong organizational skills and the ability to manage timelines effectively.
• Demonstrated leadership skills with the ability to manage and motivate teams.
• Demonstrated capability in stakeholder management and influencing
• Ability to handle confidential information in compliance with the Health Information Act guidelines.
• Strong competency in judgement, problem-solving and decision making.

CONTEXT AND ENVIRONMENT: 
This is a new initiative for Medicentres and the Supervisor will be responsible for working with the Centralized Programs Manager to establish, build and train the team in a very short period of time.  Therefore, a successful applicant must demonstrate:

• Ability to work in a fast-paced, entrepreneurial, environment.
• Ability to work flexible shifts including evenings and weekends if required. 
• Ability to sit for prolonged periods of time.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs.

We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.
Please note, AI may be used in the selection and recruitment process.