Position: Operations Manager

Program/Service: Urgent and Primary Care Centre

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

FTE: 0.8 FTE or 28 hours/week

Position Summary 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 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.

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 safe 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 skilled 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. For full , please go to our website at https://www.reachcentre.bc.ca/careers

Please send your application to Hailey, human resources coordinator, at [email protected]. We appreciate all applicants; however, only those shortlisted for an interview will be contacted.

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