Emergency Health Services Operations Manager

About Calian At Calian, we help organizations overcome obstacles, manage risks, and drive progress. Since 1982, we’ve grown from a small consulting firm into a trusted global company across defence, space, health, nuclear energy, public safety, and government.
We create innovative solutions that tackle complex challenges and help organizations and communities stay resilient, informed, and connected. Job Type: Full Time

The Director, Clinical Services and Placements (DCSP) is responsible for maintaining the quality of care that meets program requirements and deliverables. The Director, Clinical Services and Placements ensures that HCP services within the Pharma division are delivered in compliance with federal and local regulations. The DCSP will provide guidance and clinical oversight to Health Care Professionals (HCPs) within the organization and liaise with internal and client management teams, as applicable, regarding clinical and nursing-related issues.

The DCSP will lead the oversight and guidance of the Clinical and Placement Lead(s), as well as the Program Manager responsible for third‑party nursing partnerships (collaborations with other PSP vendors to augment nursing support). The DCSP will also possess strong knowledge of the healthcare industry and patient support programs.
Build a strategy for Nursing and Placements that supports short‑ and long‑term business decisions, including but not limited to exploring opportunities to grow Calian’s nursing and clinic footprint.
Provide oversight of the Nursing department, offering guidance and clinical oversight.
Collaborate with the Director of Quality and Compliance to ensure oversight of the Supplies department, confirming that clinical inventories are appropriate, including order processing and distribution of materials and equipment.
Support Clinical Lead(s) in engaging independent Health Care Professionals (HCPs), including Registered Nurses (RNs), Licensed Practical Nurses (LPNs), and Registered Practical Nurses (RPNs), responding to inquiries and providing support as needed.
Liaise with provincial physicians to ensure medical directives are up to date and to obtain prescriptions for emergency drugs.
Assist in the delivery of program‑specific training content and materials for internal and external participants. These materials may be delivered individually or through the Calian PSP Electronic Learning Management System (LMS).
Generate reports and metrics for review, collaborating with MNS to ensure maximum operating efficiency and compliance with Key Performance Indicators (KPIs).
Assist in the development and delivery of internal and program-specific training content and materials for internal and external participants. Training may be delivered via the Calian PSP Health LMS, videoconference, or in person.
Assist in the management of client, vendor, and partner relations, as directed.
Provide clinical and operational oversight of contracts with external PSP service providers who engage Calian to extend their nursing footprint, ensuring service quality, compliance with program standards, and alignment with contractual obligations.
Provide information to support proposals and participate in presentations, as required.
Oversight of Placement Operations: Lead and manage the end‑to‑end process for staffing Patient Support Program (PSP) personnel within pharmaceutical manufacturer settings, ensuring optimal role–candidate alignment, service quality, and compliance with contractual obligations (including KPIs).
Client Engagement & Workforce Planning: Partner with pharmaceutical clients to understand program objectives, staffing needs, and competency requirements, translating them into clear placement plans and service‑level expectations.
Talent Deployment & Performance Oversight: Oversee the deployment and ongoing performance management of placed PSP personnel to ensure consistent delivery of high‑quality patient support services that meet Calian and client standards.
Compliance & Quality Assurance: Ensure placed personnel operate within relevant regulatory, privacy, and program‑specific frameworks (e.g., nursing standards, PSP operational standards, and pharmaceutical industry guidelines).
Operational Coordination: Collaborate with Human Resources, Clinical Leads, and Operations to support recruitment, credentialing, and ongoing competency development for placed personnel, as required.
Relationship Management & Issue Resolution: Serve as the escalation point for client or personnel concerns, ensuring timely resolution and maintaining strong partnerships that support program success.
Valid nursing license.
Bachelor of Nursing or Master of Nursing (preferred), or equivalent experience in a nursing management position.
Bilingualism preferred (English and French).
Minimum of 10 years of hands‑on nursing experience, including 5 years in a PSP setting.
Previous management experience, including performance management and coaching.
Ability to collaborate with clients in the development and renewal of contracts, ensuring operational adherence to all defined obligations and service‑level requirements.
Strong issue‑resolution and escalation‑management skills, with the ability to objectively evaluate and resolve complaints in the best interest of the business and the patient.
Excellent customer service, client relationship, and account‑management skills.
Strong understanding of business objectives, workforce planning, and talent strategy.
Excellent analytical, problem‑solving, and data‑driven decision‑making skills.
This role offers a base salary range of $150,000–$185,000, with eligibility for an incentive bonus as part of the overall compensation package.
AI Usage Disclosure At Calian, we do not use Artificial Intelligence (AI) to screen or evaluate candidates. AI tools may support backend administrative tasks, but they do not influence hiring decisions. All evaluations and decisions are made by real people on our recruitment team and hiring managers. All applicants are reviewed and only those chosen for an interview will be contacted by our recruiting team.
Flexible work hours
Work from home options