Project Delivery Manager (IT)

Job Location: Clinic Support Office (CSO) – Edmonton – In Office Job Type: Full-Time Permanent
Schedule: M-F Days, Occasional Evenings and Weekends as needed.
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. It starts with you. 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.
Operations & Service Delivery:
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.
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
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
Ensure company policies, processes, and procedures are adhered to
College diploma in business, medical administration, or five (5) or more years of related experience
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
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
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. Ability to work flexible shifts including evenings and weekends if required.
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. Please note, AI may be used in the selection and recruitment process.