Job Location: Clinic Support Office (CSO) – Edmonton – In Office

Job Type: Full-Time Permanent

Experience Level: Mid level

Schedule: M-F Days, Occasional Evenings and Weekends as needed.

Number of Vacancies: 1

Job Purpose

Reporting to the Central Programs Manager, the Project Delivery Supervisor is responsible for supervising staff and supporting the efficient day-to-day operations of the referral process. This role oversees the team responsible for coordinating and processing referrals, while supporting the development of workflows, process requirements, and operational standards. The Supervisor will play a key role in helping establish, scale, and optimize this function in a fast-paced environment.

Principal Responsibilities

- Lead the day-to-day execution of a high-volume, process-driven program, ensuring work is completed accurately, efficiently, and within defined timelines
- Oversee the end-to-end lifecycle of case or file processing, from intake, validation, and indexing, through to completion and submission
- Ensure all required documentation, records, and outputs are complete, consistent, and meet established standards
- Identify and address workflow bottlenecks, operational risks, and capacity constraints in real time
- Support operational excellence through managing workloads and capacity, service level delivery, productivity, and continuous improvement.
- Support the recruitment, training, and onboarding of the delivery team members.
- Support the team in achieving set performance goals and standards.
- Lead end-to-end processing of provincial referrals by providing direct supervision and support to the delivery team.
- Provide performance management and regular feedback to the team as needed.
- Responsible for handling stakeholder concerns in an effective manner in accordance with our customer service standards.
- Leads by example and demonstrates a hands on approach in identifying and responding to issues in a timely manner.
- Identifies any performance issues and training gaps within the team.




- Supervise, coach, and support a multidisciplinary team, including administrative, medical support roles and physicians
- Monitor workflows and efficiencies, providing recommendations for continuous improvement as needed.
- Liaises with all levels of the organization, as well as internal and external parties to ensure effective program delivery.
- Monitor operational performance, including volumes, turnaround times, backlogs, service levels, and required reporting
- Ensures all personal health information is handled in accordance with privacy and confidentiality requirements.
- Manage escalations, inquiries, and concerns in a professional, timely, and solutions-focused manner
- Plan for and manage fluctuations in workload by optimizing staffing, scheduling, and resource allocation
- Establish and oversee quality assurance processes to confirm that work outputs are complete, accurate, consistent, and aligned with defined standards
- Verify that required documentation, supporting information, and rationale are present before final submission
- Review the work to make sure it is complete, accurate, follows the correct process, and meets required standards
- Identify recurring quality issues, documentation gaps, or process deviations, and recommend corrective actions, training, or workflow improvements
- Escalate risks related to compliance, conflicts of interest, privacy, scope, or process deviations in a timely and appropriate manner
- Support defensible outcomes by maintaining consistent processes, clear documentation, and appropriate quality controls
- Ensure company policies, processes,



and procedures are adhered to
- Communicate company initiatives and core values to team.

Knowledge, Skills and Experience

- College diploma in business, medical administration, or five (5) or more years of related experience
- Experience in insurance, adjudication, healthcare administration, or other high-volume regulated operations preferred.
- Three (3) years management experience leading a process-driven, high volume team, preferably in a health care environment.
- Customer service focus with strong communication skills
- Detail oriented with exceptional problem-solving skills
- Demonstrated ability to be adaptable and flexible
- Strong organizational skills and the ability to manage timelines effectively.
- Demonstrated leadership skills with the ability to manage and motivate teams
- Demonstrated capability in stakeholder management and influencing
- Ability to handle confidential information in compliance with the Health Information Act guidelines
- Strong competency in judgement, problem-solving and decision making

Context and Environment

This is a new initiative for Medicentres and the Supervisor will be responsible for working with the Centralized Programs Manager to establish, build and train the team in a very short period of time. Therefore, a successful applicant must demonstrate:

- Ability to work in a quick-paced, entrepreneurial, environment.
- Ability to work flexible shifts including evenings and weekends if required.
- Ability to sit for prolonged periods of time

EEO Statement

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds.

We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

#J-18808-Ljbffr

📌 Referral Team Supervisor (Project Specific) (Edmonton)
🏢 Medicentres Canada
📍 Edmonton