Location: This role will be hybrid based out of Ontario and will involve travel to our locations and client sites.

Lifemark Health Group (LHG) is a market leader in customized healthcare solutions. With over 20 years of service excellence, LHG is one of the largest, most trusted, and most comprehensive providers in Canada. As a national healthcare company, LHG employs over 5,000 highly trained clinicians, medical experts and team members in almost 400 locations coast-to-coast and continues to grow both organically as well as through acquisitions. With that growth, is a vision to be the most innovative healthcare providers in community rehabilitation, workplace health and wellness and medical assessment services. Lifemark was acquired by Loblaw Companies on May 10, 2022.

The Prospect:
The Program Manager is accountable for the end-to-end delivery of Lifemark’s centralized operating model supporting the WSIB programs.

Reporting into the Senior Director, Channel Operations this role serves as the primary point of contact for WSIB, and the Ontario Workers’ Network, and is responsible for overseeing intake, triage, provider network performance, reporting, billing integrity, and service quality across a province-wide network of Lifemark clinics.

The successful candidate will lead a centralized coordination function that ensures injured workers are triaged, treated, and supported through return-to-work in a timely, consistent, and high-quality manner, aligned to defined service level expectations.

Programs you'll be accountable for: WSIB Specialized Care Program/Ontario Workers’ Network (OWN); WSIB Interdisciplinary Treatment Program of Care; WSIB Musculoskeletal Program of Care; WSIB Mild Traumatic Brain Injury Program of Care; Mental Health Program of Care

Key Responsibilities:
Client Leadership & Governance

Act as the primary interface with the WSIB & OWN for all operational matters

Lead regular governance activities including operational updates, Monthly and Quarterly Business Reviews

Provide proactive communication on program performance, risks, and system pressures

Manage issue escalation and resolution in collaboration with the client

Central Coordination Services (CCS) Operations

Oversee centralized intake, triage, and referral allocation across the province





Ensure workers are matched to appropriate providers based on clinical need, location, and capacity

Monitor and ensure adherence to service level agreements (SLAs), including clinical standards, access, reporting and turnaround times

Coordinate scheduling, rescheduling, and no-show management through centralized processes

Ensure seamless coordination across Lifemark clinics

Oversee onboarding, credentialing, and ongoing program management within clinics

Identify gaps in geographic or service coverage and implement mitigation strategies

Act as escalation point for provider performance issues and conflict resolution

Quality Assurance & Clinical Alignment

Ensure consistent application of quality assurance processes across all providers

Monitor adherence to clinical pathways, documentation standards, and reporting requirements

Partner with clinical leadership to address quality gaps and identify training needs

Drive consistency in service delivery across a multi-provider network

Data, Reporting & Business Intelligence

Oversee development and delivery of program reporting and performance dashboards

Monitor key performance indicators including return-to-work outcomes, service timelines, and provider performance

Analyze trends and translate data into actionable insights and recommendations

Ensure standardized data collection and reporting processes across all providers

Sharing and socializing data insights that inform clinics and leadership on status of the program

Financial Oversight (Billing & Block Model Integrity)

Oversee centralized invoicing and billing processes across all providers

Ensure accuracy and compliance with WSIB block funding requirements

Monitor financial trends, variances, and potential risks

Partner with internal finance teams to support audits, reconciliation, and reporting

Issue Resolution & Continuous Improvement

Act as the central escalation point for operational, clinical,



and system-related issues

Lead root cause analysis and implement corrective actions

Identify opportunities to improve workflows, efficiency, and service delivery

Drive continuous improvement across the program based on performance insights

What we're looking for:

7–10+ years of experience in program management, healthcare operations, or large-scale service delivery

Experience managing multi-site or network-based service delivery models

Demonstrated experience with centralized operations, intake models, or care coordination systems

Proven ability to manage complex client relationships, preferably within insurance, WCB/WSIB, or public sector environments

Strong financial and operational acumen, including experience with reporting, billing, and performance management

Experience in rehabilitation, occupational health, or disability management is considered an asset

Core Competencies

Strong systems thinking and operational mindset

High level of ownership and accountability

Data-driven decision making and analytical capability

Ability to manage complexity and perform under pressure

Effective stakeholder management and communication skills

What Success Looks Like

Referrals are triaged and assigned efficiently across the network with minimal delays

Service level agreements are consistently met across all providers

The client has clear, timely, and actionable visibility into program performance

Billing processes are accurate, compliant, and transparent

Treatment clinics are aligned, high-performing, and accountable

Issues are identified and resolved proactively

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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📌 Program Manager, WSIB Programs, Ontario
🏢 RiseMe
📍 Ontario