Operations Manager– WCB Nova Scotia (Work-Connected Recovery Focus)

Location: This is a hybrid position (Bayers Road Clinic)

Position Overview

The Operations Manager plays a pivotal role in overseeing and optimizing the intake operations for WCB Nova Scotia’s Work-Connected Recovery (WCR) model and Pilot Projects. This leadership position is responsible for managing the Intake Coordinator and Quality Assurance teams, ensuring the timely and efficient coordination of rehabilitation services for injured workers, and serving as a key liaison between WCB-NS, Lifemark, and Affiliate clinics. The manager will drive team performance, manage operational workflows, contribute to strategic reporting, and enhance learning resources to support the WCR model's objectives of improving recovery outcomes and facilitating return to work.

Key Responsibilities:

Team Leadership & Management

• Supervise, train, mentor, and provide ongoing performance feedback to a team of Intake Coordinators, fostering a collaborative and high-performing environment.
• Develop and monitor key performance indicators (KPIs) for the Intake Team.
• Facilitate regular team meetings to align on priorities, address challenges, and share best practices.
• Conduct regular performance reviews, identify training needs, and support the professional development of team members.
• Manage team scheduling, resource allocation, and workflow distribution to ensure optimal coverage and service delivery.
• Facilitate the onboarding and comprehensive training of new Intake Coordinators on WCR processes, systems, and client engagement best practices.
• Address and resolve escalated Worker, Employer, Clinic and WCB Case Worker inquiries and concerns, demonstrating advanced problem-solving and communication skills.

Operational Oversight & Performance Management

• Manage Intake Call Volumes and Queues: Monitor real-time call volumes, queue times, and service levels to ensure efficient client access and service delivery. Implement strategies to optimize workflow, reduce wait times, and enhance client satisfaction.
• Oversee the coordination of Intake processes for WCB Pilot Projects and the Work-Connected Recovery Model across the team, ensuring accuracy, adherence to timelines, and compliance with service expectations.
• Develop, implement, and refine operational procedures and best practices to enhance efficiency, accuracy, and consistency within the intake function.
• Ensure accurate and timely client tracking and referral documentation by the team, utilizing internal databases and case management systems.

Reporting & Analytics

• Reporting to WCB-NS and Internally: Compile, analyze, and present comprehensive reports on intake volumes, service metrics, team performance, and key outcomes to WCB-NS and Lifemark leadership.
• Identify and report on trends, potential bottlenecks, and areas for process improvement based on data analysis.
• Contribute to the development and ongoing management of reporting dashboards and performance indicators relevant to the intake function.
• Ensure team compliance with privacy, documentation, WCB-NS and clinical protocols.

Stakeholder Relationship Management

• Liaising with WCB-NS, Lifemark, and Affiliate Clinics: Serve as a primary point of contact and cultivate strong, collaborative relationships with WCB Case Workers, Lifemark Clinics, and Affiliate Clinics within the WCR network.
• Facilitate effective communication channels to ensure proactive coordination of services and address any systemic barriers to work participation.
• Represent the intake team in inter-departmental and external meetings with WCB-NS and other key partners to discuss operational performance, emerging needs, and strategic initiatives.

Learning & Development Content Management

• Collaborate with Learning & Development to create and deliver ongoing training for Intake Coordinators, Lifemark Clinics, and Affiliates.
• Upgrading Learning Content: Regularly review, update, and enhance learning content available in the Learning Development Centre (LDC) and Affiliate Case Management System (ACMS). Ensure content reflects current best practices, WCB-NS guidelines, system updates, and evolving service models.
• Contribute to system enhancements and participate in user acceptance testing of new tools or upgrades.

Quality Assurance & Compliance

• Ensure team adherence to all privacy regulations (e.g., PHIPA, PIPEDA), company policies, and WCB-NS guidelines.
• Conduct regular quality assurance checks on intake documentation, client interactions, and service coordination to maintain high standards of service.
• Provide input on policy development and continuous improvement initiatives for the WCR program.
• Participate in cross-functional projects as a subject matter expert on intake operations.

Qualifications & Skills Required:

• At least 4 years of administrative or customer service experience, with at least 2 years in a lead or supervisory role, preferably within a healthcare, insurance, or case management environment.
• Post-secondary education in health administration, office management, business administration, or a related field is an asset.
• Proven ability to lead, motivate, and develop a team, with strong coaching, mentoring, and conflict resolution skills.
• Exceptional interpersonal, written, and verbal communication skills, with the ability to communicate effectively and professionally with diverse stakeholders at all levels.
• Advanced working knowledge of Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) and extensive experience with database and case management systems.
• Strong analytical and problem-solving abilities, with demonstrated experience in data analysis, reporting, and identifying operational trends.
• Superior organizational and time management skills, with the ability to manage multiple priorities, projects, and deadlines in a fast-paced, dynamic setting with a high level of accuracy and attention to detail.
• Solid understanding of the WCB Nova Scotia Work-Connected Recovery model and principles, or similar disability management frameworks.
• Ability to work independently, make sound decisions under pressure, and adapt to evolving service models and operational requirements.
• Strong cultural competence and awareness of equity considerations in client engagement.

Why Join Our Team?

At Lifemark Health Group, you will have the opportunity to lead a critical function that directly impacts the recovery journey of injured workers in Nova Scotia. This role offers the chance to make a tangible difference by driving operational excellence, fostering team growth, and contributing to innovative healthcare solutions. We offer competitive compensation, comprehensive benefits, and a supportive environment for professional development within a leading national healthcare organization.

Inclusion

We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.

Accommodation

Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at talent at lifemark.ca

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