Clinic Operations Lead, Access 365

at  Calgary Foothills Primary Care Network

Status: Temporary until approx. March 2026
FTE:1.0 (40 hours per week)
Work Schedule: Varied - Evening and weekend hours are required

SUMMARY OF POSITION

Reporting to the Program Manager, the Clinic Operations Lead is a critical leadership role in overseeing day-to-day clinic operations, driving quality improvement and supporting clinical and administrative functions. This role provides leadership offering guidance, coaching and mentorship to ensure the clinic’s operational effectiveness, efficiency and alignment with organizational goals. The Clinic Operations Lead also contributes to team development, performance management and operational optimization, ensuring that clinic workflows, scheduling and patient care are consistently delivered at a high standard.

KNOWLEDGE, SKILLS & ABILITIES

• Ability to be flexible, adaptive, and thrive in a dynamic, evolving environment
• Strong communication, interpersonal and relationship building skills
• Critical thinking skills and ability to make sound decisions
• Ability to multi-task and prioritize effectively
• Ability to excel in a team setting focused on engagement and collaboration
• Organizational skills and proven ability to work under pressure
• Works effectively both independently and collaboratively
• Strong, diverse background in healthcare and a clear understanding of the primary health care system
• Attention to detail in all aspects of work
• Knowledge of primary healthcare billing and diagnostic codes
• Knowledge of Infection Prevention and Control (IPC) guidelines and protocols for proper PPE usage, Occupational Health and Safety (OHS) legislation, privacy legislation and proper handling of confidential and or sensitive information, and application of legislation (e.g. FOIP, HIA) in a health care setting
• Proficient in functions of Microsoft Office such as Word, Outlook, Excel, Visio
• Proficient in Electronic Medical Record (EMR) system usage and navigation such as PS Suite and Ava

QUALIFICATIONS

• Bachelor’s degree in a business or health-related discipline plus three years of relevant experience or a diploma in medical office or business administration plus five years of relevant experience
• Previous management or leadership experience preferred, although demonstrated informal leadership experience will be considered
• Previous experience in change management and quality improvement is desirable
• Demonstrated pattern of professional and personal development
• The ideal candidate will have a minimum of three years of experience in a primary care network
• Combination of experience and education will be considered

EMPLOYMENT REQUIREMENTS

• Completion of a satisfactory criminal record check and/or Vulnerable Sector Search

DIVERSITY & INCLUSION

• Our merit-based selection process during hiring ensures that all qualified candidates are considered. We invite people of all ethnic backgrounds, ancestry, religious beliefs, gender identities and expressions, sexual orientation, ages, family status, and disabilities to apply for positions within Calgary Foothills PCN.
  If your background matches the qualifications listed above and are looking for an opportunity with a dynamic organization that is making a difference in the community, please submit your resume and cover letter.
  Please note that only candidates considered for an interview will be contacted.

Key aspects of the position may include, but are not limited to:

Clinic Operations and Optimization

• Supervises daily clinic operations to ensure smooth patient flow and efficient processes
• Collaborates with the Program Manager, physicians, and team to identify and implement process improvements for clinical effectiveness and efficiency
• Leads scheduling and staffing coordination, ensuring appropriate coverage to maintain clinic services
• Monitors and adjusts staff schedules to balance operational demands with team well-being and clinic efficiency
• Provides mentorship, onboarding and coaching to staff on skills required for effective and efficient clinic operations
• Assists in coordinating clinic-wide activities including workplace health and safety, privacy training and continuing education for physicians, nurse practitioners, clinic and administrative staff
• Acts as an EMR superuser, optimizing user workflows and interface; leads development of forms and tools to support clinic operations and program evaluation within the EMR
• Completes other duties to support clinic operations as assigned

Leadership and Team Support

• Provides leadership and supervision to clinical and administrative staff, guiding daily operations and supporting decision-making
• Facilitates the onboarding of new physicians, nurse practitioners, clinic and administrative staff, ensuring they understand clinic workflows, policies and best practices
• Contributes to performance evaluation of administrative staff, provides feedback and supports staff development to ensure continuous improvement
• Collaborates with the Program Manager to address staffing concerns and planning for future clinic needs
• Facilitates team development and fosters a collaborative working environment, ensuring effective communication between physicians, practitioners and staff
• Responds to physician, nurse practitioner and staff’s daily questions and concerns
• Helps problem solve and resolve issues related to clinic operations

Billing and Administrative Oversight

• Leads billing processes, ensuring accuracy and compliance with clinic and PCN guidelines
• Maintains and monitors all reconciliations and initiates claims and invoices for unpaid bills against Alberta Health Services (AHS), third party agencies, patients
• Monitors and maintains the billing compliance of the clinic, ensuring hospital and clinic practices meet AHS, Workers Compensation Board (WCB) and Alberta Medical Association (AMA) regulations
• Identifies and troubleshoots any billing discrepancies, working with, physicians, nurse practioners, clinic staff, the program manager and third party agencies (e.g. Alberta Health) to resolve issues efficiently
• Monitors and follows-up on all delinquent accounts i.e., liaising between various payee agencies

Program Development, Evaluation and Reporting

• Contributes to the planning, development and evaluation of clinic programs to enhance service delivery
• Monitors and reports on clinic performance, identifying key successes and challenges
• Uses available data and documentation to make data-driven decisions that improve clinic operations and ensure quality outcomes
• Works closely with the program manager on the implementation and evaluation of quality improvement initiatives, driving innovation in primary care

Quality Improvement and Compliance

• Supports continuous quality improvement (QI) initiatives by identifying opportunities for optimizing clinic operations and enhancing patient care pathways
• Works closely with the clinic leadership and physician representatives to establish and monitor quality measures within clinical practice
• Leads the development, coordination, implementation and evaluation of quality improvement initiatives to support innovative patient care
• Works with the program manager on maintaining privacy roles, ensuring all clinic operations comply with legislative and regulatory standards and best practices