Team Lead, Core Operations

Position Type:
Permanent
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Closing date:
2025-01-27
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Medavie Health Services New Brunswick (MHSNB) is the subsidiary of Medavie Health Services responsible for the optimal operation and management of EM/ANB, an integrated organization specializing in the delivery of primary health care services with the goal of facilitating access to quality care so that patients can achieve better health outcomes. MHSNB is fortunate to be able to count on the expertise of its employees who work passionately to build a healthier province.

Our company is currently looking for new team members to support its mission of providing excellence in emergency and community care within our various programs, namely Ambulance New Brunswick, the Extra-Mural Program and NB Health Link. Each advocates for a highly coordinated, quality service offering guided by a goal of continuous improvement across primary health care.

As a not-for-profit organization, Medavie is proud to commit an annual social dividend to the Medavie Health Foundation to support programs and initiatives aimed at addressing some of our country's most pressing physical and mental health care challenges.

We are looking for Team Lead, Core Operations to help support our growing operation.

As part of the NB Health Link core team, the Team Lead, Core Operations reports to the Operations Manager. The incumbent is the key contact for our team of customer support representatives and is accountable for the efficient flow and operations of their assigned team. The incumbent will oversee the daily operations of all tasks assigned to their team. Working in collaboration with the program manager, program director and the rest of the leadership team, their focus will be to ensure a positive experience for employees, providers and patients. The incumbent is a solution-oriented individual that identifies best practices in collaboration with the team. They will ensure operational policies and procedures are followed and that improvement opportunities are identified and actioned.

As an employee of MHSNB we are accountable to our patients and coworkers by participating in and supporting all safety related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe workplace.

Role & Responsibilities: The Team Lead, Core Operations shall perform tasks including, but not limited to those identified in the sub-sections below.

Core Operations Oversight

• Establish, manage and maintain employee schedules.
• Ensure proper coverage of program phone lines and core tasks.
• Manage and oversee phone queues.
• Provide hands-on support for call taking and core program tasks as surge capacity.
• Ensure clinics are booked according to scheduling and program guidelines.
• Provide daily troubleshooting and call escalation support to the Core team.
• Identify areas for improvement and present potential solutions in collaboration with the team.

Leadership (Customer Support Representative Team - CSR)

• Become a subject matter expert in all CSR Roles & Responsibilities.
• Lead the training, onboarding, and ongoing mentoring and coaching of new and existing CSR.
• Ensure new policies & procedures are clearly communicated and implemented with the team.
• Foster clear and effective communications with the team.
• Lead staff evaluations.
• Be an ambassador of the NB Health Link program and EM/ANB.
• Ensure input from front line staff is gathered and considered in decision making.
• Be an active contributor in program leadership meetings.

Program Support and Quality Assurance

• Accountable for key program responsibilities such as form and contact management.
• Audit program activities to ensure they align with developed policies and procedures, e.g., appointment booking protocols, call resolution, fax redirecting, etc.
• Conduct follow-up audits to monitor the implementation of new and established processes.

Continuous Improvement and Expansion Activities

• Participate in program expansion activities.
• Represent the CSRs in program workgroups or lead various workgroups.
• Conduct process improvement workshops as required.
• Participate in the development of policies, procedures, and work guides.
• Work in collaboration with other team members to ensure patients, staff, and providers are working in the most efficient way possible.
• Other tasks as required by the program.

Qualifications & Requirements

Education / Experience

• Post-secondary education preferably in business administration, health care management, or an equivalent combination of training, education, and experience.
• Experience in a Medical Secretary or Clinical Administrative support role.
• Demonstrated knowledge and/or experience in health care is required.
• Minimum of three years' experience in a mentorship or supervisory role or relevant experience.
• Experience in a contact center environment is considered an asset.

Knowledge / Skills

• Excellent interpersonal and client management skills, with the ability to grasp patient-centered design principles.
• Demonstrated analytical and problem-solving skills.
• Excellent organizational and time management skills.
• Ability to work independently and as part of a team.
• Ability to motivate a team confidently.
• Effective communication skills with demonstrated ability to target messages to different audiences and persuade to best fit solutions, and identify key communications in a timely manner.
• Proven relationship management skills with an ability to build and maintain professional relationships, understanding the principles of 'needs anticipation' and acting as an advocate for all program stakeholders.
• Demonstrated skills with respect to management of stakeholder expectations and task management.
• Strong sense of teamwork, presenting a professional image and exhibiting a solid work ethic.
• Service oriented.
• Bilingualism.
• Travel within the province may be required.

If you are interested in working with a dynamic team of professionals and possess the necessary qualifications, please apply now.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

Medavie Health Services New Brunswick is committed to the principle of equal opportunity in its employment practices and to providing an environment free from discrimination and harassment for all employees.