Program/Service: Urgent & Primary Care Centre

Annual Salary Range: $72,200.00 – 80,800.00

FTE: 0.8 FTE or 28 hours/week

Established in 1969, REACH Community Health Centre is a non-profit, community-governed organization with a long history of innovation in primary care and a strong commitment to equity and social justice in East Vancouver. Through our Medical Clinic, Dental Clinic, Pharmacy, Health Equity and Engagement Department, Urgent and Primary Care Centre, and community-based programs, we provide integrated, multidisciplinary care across the lifespan. We work alongside community members and partners to deliver inclusive, accessible, culturally safe and sustainable services that support physical, mental and social well-being.

The REACH UPCC provides same-day, episodic urgent and primary care services for people with non-life-threatening health concerns. Services are provided according to clinical urgency, available capacity and the UPCC’s scope of service. The UPCC operates from 8:00 a.m. to 10:00 p.m. Monday to Saturday and from 9:00 a.m. to 5:00 p.m. on Sundays.

While its primary mandate is urgent and primary care, the REACH UPCC reflects REACH’s broader commitment to health equity and addressing the social determinants of health. The UPCC works with the local Primary Care Network and community partners to support connections to longitudinal primary care and other health and social services.

Position Summary

Reporting to the Executive Director, the Operations Manager is the senior operational leader for the UPCC. Working in close partnership with the Medical Director, the Operations Manager is responsible for the safe, effective and efficient day-to-day operation of the UPCC.

The Operations Manager provides leadership for workforce planning, staff supervision, patient flow, site operations, quality improvement, patient and staff safety, policy implementation, budget monitoring, regulatory compliance and accreditation readiness. The Operations Manager oversees the Coordinator responsible for staff scheduling and ensures that scheduling practices support safe staffing, service requirements and organizational priorities.

The Operations Manager leads and supports a diverse interdisciplinary team and works collaboratively with physicians, nurse practitioners, nurses, medical office assistants, laboratory personnel, administrative staff and system partners.

The Operations

Manager is accountable for operational and administrative matters, while the Medical Director provides leadership and oversight for clinical practice, clinical standards and physician-related matters. The two roles work jointly on quality, patient safety, clinical-operational integration and service planning.

The position maintains strong working relationships with Vancouver Coastal Health, the local Primary Care Network, community organizations and other partners to support accessible, culturally safe, equitable and responsive care.

Responsibilities

Operational leadership and service delivery

- Provide senior operational leadership for the UPCC and ensure reliable service delivery across all operating hours.
- Translate organizational and funder priorities into operational plans, workflows, procedures and measurable objectives.
- Monitor patient volumes, wait times, turn-aways, staffing levels, service disruptions and other operational indicators, and use this information to improve patient flow, access, quality and efficiency.
- Identify and address operational risks, service pressures and bottlenecks, escalating significant clinical, financial, legal, privacy or safety concerns appropriately.
- Develop and maintain contingency plans for vacancies, unexpected absences, high patient demand, service interruptions and other operational pressures.
- Lead emergency preparedness and business-continuity planning for the UPCC.
- Promote a learning culture in which incidents, challenges and improvement opportunities are addressed constructively and transparently.
- Identify and apply evidence-informed practices to support service improvement and organizational change.
- Provide regular operational reports, briefing notes and recommendations to the Executive Director and other stakeholders as required.

People leadership and workforce planning

- Provide direct supervision, coaching, feedback, performance management and professional development for assigned UPCC staff.
- Oversee the UPCC Coordinator and ensure scheduling processes support safe staffing, service requirements, approved budgets and relevant collective agreement or employment requirements.




- Maintain overall accountability for workforce planning while delegating the preparation and day-to-day administration of schedules to the Coordinator.
- Lead recruitment, selection, onboarding, orientation and retention activities in partnership with Human Resources.
- Participate in attendance management, accommodation planning, investigations and labour-relations processes in collaboration with Human Resources.
- Foster a respectful, psychologically protected and collaborative workplace across professional and disciplinary groups.
- Support effective interdisciplinary team functioning and help staff navigate role clarity, change, conflict and operational pressures.
- Ensure staff receive appropriate training and understand the policies, procedures and standards relevant to their work.

Clinical-operational partnership

- Work in close partnership with the Medical Director to align operational processes with clinical standards and service priorities.
- Respect and maintain clear distinctions between operational management responsibilities and the clinical and professional accountabilities of regulated healthcare providers.
- Collaborate with the Medical Director and other clinical leaders on patient safety, quality improvement, service planning, clinical-operational issues and significant patient-care concerns.
- Support the implementation of clinical policies, standards and quality initiatives within the Operations Manager’s operational authority.
- Ensure operational concerns requiring clinical judgment or professional oversight are referred to the appropriate clinical leader.

Quality, safety and accreditation

- Lead operational quality-improvement and risk-management activities, including the development, implementation and evaluation of corrective-action plans.
- Coordinate the review and follow-up of patient safety incidents and operational concerns in collaboration with the Medical Director, Executive Director and other appropriate leaders.
- Ensure operational compliance with applicable legislation, occupational health and safety requirements, privacy requirements, funder expectations and REACH policies.
- Lead and maintain operational readiness for accreditation, licensing, audits and external reviews relevant to the UPCC.
- Oversee UPCC laboratory operations in accordance with REACH policies, approved scope of service and applicable Diagnostic Accreditation Program requirements.
- Coordinate accreditation evidence, policy and procedure reviews, staff education, quality monitoring, mock reviews and corrective-action plans.
- Support violence prevention, staff safety and de-escalation practices, including appropriate follow-up after safety incidents.

Financial and resource management

- Contribute to the development of the UPCC’s annual operating plan and budget.
- Monitor staffing utilization, overtime, expenditures and resource requirements within the approved budget.
- Identify emerging financial or operational pressures and provide timely recommendations to the Executive Director.
- Support responsible procurement, equipment planning, facility requirements and effective use of organizational resources.
- Assist with the preparation of reports required by REACH, Vancouver Coastal Health and other funders or partners.

Patient, community and system relationships

- Ensure patient and community perspectives are considered in service planning and quality improvement.
- Coordinate timely, respectful and consistent responses to patient concerns and complaints, escalating clinical, privacy, safety or legal matters appropriately.
- Maintain effective relationships with Vancouver Coastal Health, the Primary Care Network, community organizations and other service partners.
- Identify opportunities for collaboration, system integration and improved connections to longitudinal primary care and community services.
- Represent the UPCC at internal and external meetings and communicate operational information clearly to staff, physicians, leaders and partners.

Organizational Responsibilities

- Participate actively in management, staff, quality and organizational committees and attend Board or Board committee meetings when requested.
- Contribute to organization-wide planning, policy development, training,



special events and shared responsibilities.
- Communicate clearly, listen respectfully, remain open to feedback and address conflict constructively.
- Uphold and model REACH’s commitments to health equity, Indigenous cultural safety, anti-racism, accessibility, inclusion and becoming a discrimination-free health centre.
- Protect the privacy, confidentiality and reputation of REACH and the people it serves.
- Comply with all applicable REACH policies, procedures and professional obligations. Perform other related duties consistent with the responsibilities of the position.

Qualifications

- Bachelor’s degree in health administration, nursing, business administration, public administration or another relevant discipline. An equivalent combination of education and experience may be considered.
- At least five years of recent, progressively responsible experience in healthcare operations, including staff supervision and operational leadership in a complex interdisciplinary environment.
- Experience in primary care, urgent care, community health or another high-volume ambulatory healthcare environment is strongly preferred.
- Demonstrated experience with workforce planning, staff supervision, operational problem-solving, quality improvement and organizational change.
- Experience working collaboratively with physicians and other regulated healthcare professionals.
- Current registration with a relevant regulatory college or professional association, where applicable.
- Experience working in a unionized environment is an asset.
- Experience supporting healthcare accreditation, regulatory compliance, audit readiness or quality-assurance processes - particularly Diagnostic Accreditation Program requirements - is a strong asset.

Knowledge, Skills and Abilities

- Demonstrated commitment to health equity and an understanding of how social and structural determinants affect health and access to care.
- Strong people-leadership skills, including coaching, performance management, delegation, conflict resolution and team development.
- Ability to lead a diverse interdisciplinary team while respecting clinical, professional and operational lines of accountability.
- Demonstrated ability to organize complex work, manage competing priorities and respond effectively to rapidly changing operational demands.
- Ability to use operational, financial and quality data to identify trends, evaluate performance and guide decisions.
- Knowledge of patient safety, incident management, privacy, occupational health and safety, quality improvement and healthcare risk-management practices.
- Strong judgment and the ability to make timely decisions within the position’s authority and escalate concerns appropriately.
- Demonstrated ability to lead organizational change, develop practical implementation plans and engage staff in improvement.
- Strong written and verbal communication skills, including experience developing policies, procedures, reports, briefing notes and presentations.
- Ability to build effective relationships with staff, physicians, patients, funders and community and health-system partners.
- Demonstrated commitment to Indigenous cultural safety, anti-racism, trauma-informed practice, accessibility and inclusion.
- Project-management or change-management education or certification is an asset.
- Violence-prevention, conflict-resolution or de-escalation training is an asset.
- Ability to speak more than one language is an asset.

Working Conditions This position requires regular on-site presence and flexibility to respond to operational needs outside standard administrative hours, including occasional evenings and weekends. The position works in a fast-paced healthcare environment in which patient volumes, staffing pressures and operational priorities may change quickly.

REACH proudly celebrates the diversity in our neighbourhood and amongst our staff. We strongly encourage applications from people of under-represented communities, including Indigenous, migrant, people of colour and LGBTQ2S+ individuals.

HOW TO APPLY

Please send your application to Hailey, human resources coordinator, at [email protected] with:

- Subject line “UPCC Operations Manager Application”
- Resume
- Cover letter

We appreciate all applicants; however only those short listed for an interview will be contacted. Job Types: Part-time, Permanent

Pay: $72,200.00-$80,800.00 per year

Benefits

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- Vision care

Work Location: In person

📌 Operations Manager (Vancouver)
🏢 REACH Community Health Centre
📍 Vancouver