Program Manager - Services and Administration

at  Mosaic Primary Care Network

Program Manager - Services and Administration (PMSA)
Status: Regular Full-Time (1.0 FTE)
Reporting To: Director, Member Services & Engagement
Date Available: Negotiable
Hours of work: 7.75 hours per day, 38.75 hours per week
Exempt/Non-Exempt: Exempt
Program: Member Services and Engagement
Classification: N/A
Salary Range: $94,000 - $123,000
Closing Date: October 28, 2024

ABOUT US

Mosaic Primary Care Network (PCN) provides a wide range of primary health care services in the northeast and southeast Calgary communities in partnership with a group of family doctors. Our talented interdisciplinary health care teams work together to provide services that best support patient needs.
We want YOU to bring your expertise to our growing team as we continue to develop solutions to meet the needs of our local community. If you have initiative, are resourceful, engage easily in teamwork, and most importantly, want to make a difference in healthcare, we want to hear from you!

POSITION SUMMARY

In the Patient’s Medical Home, continuous patient care is provided and led by the family physicians who works in collaboration with other healthcare providers in community, specialty, and acute care. The Program Manager – Services and Administration (PMSA) reports to the Director, Member Services & Engagement (MSE), and directly oversees the performance management and operational functions of the Health Promotion Facilitators and Supervisor – Service and Administration.
This team works directly with healthcare providers and clinics to plan, monitor, track, and report on their patient panels that our service administration portfolio currently provides. The role is expected to oversee and optimize the services administration portfolio including the design, delivery, monitoring, and reporting of this new service and how it fits to meet MPCN’s vision of achieving excellence in primary healthcare outcomes within our diverse neighborhood.
The PMSA plays a critical role in the MSE department ensuring smooth and timely execution of programs, initiatives, and goals. This role oversees all the membership and operation functions in the department, including the General Membership services portfolio, OH&S, operational performance measures and reporting, process and quality improvement initiatives, and works in-step with the Director, MSE in ensuring departmental and operational organizational goals and objectives are met.

QUALIFICATIONS & REQUIREMENTS

Education

• Bachelor’s degree in a business-related or healthcare-related field with minimum of 5 years of direct supervisory experience; A master’s degree is desired and an asset, though not a requirement;
• Equivalent combinations of education and experience may be considered.

Experience

• Demonstrated success in analyzing and improving the delivery of programs, service, and quality initiatives; Ensure efficiency and effectiveness in process development, optimization, and streamlining, including implementing new technologies, optimizing workflows, and identifying opportunity areas.
• Experience in establishing and maintaining quality assurance standards, tracking, monitoring, and reporting on performance metrics, and using data-driven insights to make effective and swift decisions and to boost overall member satisfaction.
• Experience in effectively managing budgets, including forecasting and reporting on the department’s financial and resourcing needs, and making cost-effective decisions without compromising service quality and integrity.
• Proven ability to oversee the hiring process, manage team performance, developing staff in positive, progressive and results oriented environment.
• Previous supervisory experience in a unionized environment is preferred.

Skills & Qualifications

• Change Management Certificate (PROSCI, etc.) is an asset.
• Improvement Certification (Lean Six Sigma, Agile, etc.) is an asset.
• Ability to disseminate reports, including financials, and apply critical thinking skills to monitor potential opportunities, issues, risks, and mitigation strategies.
• Ability to quickly adapt, support, and implement changes in a swift and timely manner, including the ability to make the necessary decisions to immediately make the necessary adjustments to implement the necessary changes successfully.
• High degree of professionalism, confidentiality, and integrity.
• Ability to work independently or in a team environment with minimal supervision.
• Ability to engage a diverse group of team members across the organization, as well as the ability to engage, influence, and gain buy-in of internal and external stakeholders.
• Strong communication skills and the ability to provide and receive regular feedback as well as the ability to act, report and monitor feedback to ensure improvement where required.
• Familiarity with strategic planning and financial management principles.
• Ability to adapt and use new technology systems, reporting tools, communications medias, and develop new tools as required to achieve goals and departmental and operational objectives.

Leadership, People, and Resource Management

• Provide leadership, coaching/mentoring and performance management to staff, leading and developing a high performing and engaged team.
• Model competencies and values ensuring open communication and clear, well-defined expectations are set for team members.
• Develop, monitor and update staff performance management plans, including identifying and articulating the required training and skill set requirements, along with operational and professional expectations. Works closely with the HR department to ensure alignment with the collective agreement and other Mosaic policies, procedures and work structures.
• Report to the Director, MSE, all staff performance issues, including providing staff updates, opportunities, and challenges.
• Ensure that job descriptions are reviewed and updated on a regular basis to meet the changing and growing demands of the program.
• Create and lead a culture of continuous, quality improvement and results-oriented mindset in the department.
• Develop and/or provide input to change management plans, including the monitoring and tracking of baselines and progress, reporting results, providing recommendations and analysis. Moves change initiatives forward supporting change adoption within the team to meet program, divisional, departmental and organizational goals

KEY RESPONSIBILITIES

Program Development, Evaluation and Measurement

• Lead the planning, development, monitoring, and reporting of the GM and service administration portfolio and program aimed at improving patient outcomes. This role works closely with the Program Manager - MHSP to ensure smooth and efficient transitions between programs are achieved in a timely and effective manner and in alignment and coordination with internal departments, external partners, and external regulatory bodies.
• Responsible for supporting and reporting on departmental, program, and staff performance, including recommending and implementing new strategies, tactics, processes, technologies, and/or piloting new initiatives that drive towards goals and objectives.
• Represent Mosaic PCN on identified working groups, internal or external, and reporting back to the Director on activities and how the work ties in or works in coordination to initiatives of MPCN and broader Zone objectives.
• Ensure the success of the services administration portfolio and other initiatives through analyses, monitoring, reporting, and the identification of key successes, challenges, and improvements; leading, supporting, and/or acting as the subject-matter-expert in the development of innovative approaches to improve the Program and other Service and Administration initiatives.
• Oversee the operations and reporting of the program’s service level agreements to ensure compliance and alignment to annual goals and objectives of MPCN, Alberta Health, and other Zone requirements.
• Develop, implement, document, monitor, track, report, and improve operational processes across the MSE department, including roles and responsibilities, signing authorities, communications, etc. to ensure equitable, consistent, and value-based service delivery.
• Responsible for developing, executing, monitoring, and reporting change management plans and initiatives. Responsible for developing the briefs, reports, recommendations, options, and analyses to the Director, MSE, and ensuring the correct metrics are in place, including tracking of metrics and recommending new ones, or deleting old ones, as required.
• Other relevant duties as assigned and requested by the Director, MSE.

Analysis and Reporting

• Support the development and lead the Program roll-out and review of standardized systems and reports on progress and outcomes in line with zone and provincial accountabilities in collaboration with internal and external stakeholders.
• Lead, coach, and support team members in understanding, collecting, entering, monitoring, interpreting data, and reporting on the results in conjunction with the Evaluation Team and any other identified internal stakeholders.
• Responsible to report to the Director, MSE on any change to data or reporting requirements that may impact service delivery or pose any risk to the departmental programs and/or Mosaic PCN, including providing options, recommendations, rationale, and the back-up analyses required to ensure informed decision making at the divisional and departmental levels.

Leadership, People, and Resource Management

• Provide leadership, coaching/mentoring and performance management to staff, leading and developing a high performing and engaged team.
• Model competencies and values ensuring open communication and clear, well-defined expectations are set for team members.
• Develop, monitor and update staff performance management plans, including identifying and articulating the required training and skill set requirements, along with operational and professional expectations. Works closely with the HR department to ensure alignment with the collective agreement and other Mosaic policies, procedures and work structures.
• Report to the Director, MSE, all staff performance issues, including providing staff updates, opportunities, and challenges.
• Ensure that job descriptions are reviewed and updated on a regular basis to meet the changing and growing demands of the program.
• Create and lead a culture of continuous, quality improvement and results-oriented mindset in the department.
• Develop and/or provide input to change management plans, including the monitoring and tracking of baselines and progress, reporting results, providing recommendations and analysis. Moves change initiatives forward supporting change adoption within the team to meet program, divisional, departmental and organizational goals.

Act with Integrity (Accountability)

• Clearly defines mutual expectations of self and others and takes appropriate actions to ensure obligations are met; revised standards in response to change