Provide managerial leadership to the Member Services & Engagement (MSE) team
Act as a program and project manager
Collaborate to enhance programs and services
Lead team in identifying and implementing strategies to increase understanding of CWC PCN programs
Oversee departmental programs related to membership services and physician relations
Manage projects for the MSE team using project and change management methodologies
Oversee physician and nurse practitioner onboarding and offboarding activities
Resolve physician or clinic staff complaints
Work collaboratively to implement process improvements
Act as a superuser for the Customer Relationship Management (CRM) tool
Review and monitor call coverage reports
Lead and implement various surveys to monitor satisfaction and engagement
Provide feedback reports and recommendations to leadership team
Research current provincial initiatives and priorities
Develop and manage the annual budget
Recruit, select, and hire employees for the team
Implement performance management processes
Manage team members’ time off and timesheets

A bachelor’s degree in a healthcare field, social science, or related area is required.
A minimum of two years’ experience in the healthcare industry.
A minimum of two years’ experience as a people manager.
A minimum of two years’ experience with project management.
A minimum of two years’ experience working directly with physicians is an asset.
Proficiency in the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams).
Proficiency in survey software (Alchemer or similar) and project management software (Monday.com or similar).
A clear Criminal Background check is required to start.

Manager, Member Services & Engagement

Key skills