Location: Edmonton, AB

Role Overview The PCC Lead / Associate Manager reports to the PCC Administrative Manager and supports the day-to-day operations, performance, and development of the PCC team, primarily within the call centre. This position supports the PCC Administrative Manager in ensuring the team operates efficiently, professionally, and consistently; that patients receive a high standard of service, staff are appropriately trained and educated, and established performance, communication, and organizational standards are maintained.

Key Duties & Responsibilities

- Call Centre Management, Operations & Patient Service: Oversee daily Call Centre operations, staffing, call volumes, service levels, workflows, and phone interactions. Support staff with complex calls and ensure a professional, compassionate, and consistent high-standard patient service.
- Team Leadership & Performance: Assist with providing leadership, coaching, feedback, and education to the PCC team, ensuring established service, productivity, and performance expectations are met. Monitor team and individual performance and escalate operational or performance concerns to the PCC Administrative Manager.
- Training, Education & Development: Support onboarding, training, and ongoing development of team members. Ensure staff remain knowledgeable about their roles, systems, policies, procedures, and patient service expectations.
- Communication & Policy Implementation: Keep the team informed of organizational updates, policies, procedures, systems, and process changes. Ensure information is communicated clearly, understood, and consistently implemented, and that all information remains accurate and up to date
- KPI & Performance Management: Monitor key Call Centre metrics, including call volumes,



connection rates, wait times, missed calls, service quality, and other relevant KPIs. Assist in evaluating simulation calls for continuous quality improvement, identify trends and implement strategies to address performance gaps and improve efficiency.
- Operations & Process Improvement: Identify opportunities to improve Call Centre workflows, administrative processes, scheduling, patient communication, and overall team efficiency. Support organizational initiatives and assist with the development and implementation of new systems, policies, and processes.
- Technology & Scheduling Platforms: Help oversee the effective use of patient communication tools and technologies, such as Calendly and Tawk
- Future Growth & Innovation: Support the evaluation and implementation of new patient communication tools and technologies, including potential SMS/texting services, as the organization grows.
- Team Engagement, Culture & Recognition:Foster a positive, qualified, inclusive, and engaging team environment where employees feel connected, recognized, motivated, and proud of their contribution. Develop creative initiatives that promote teamwork, strengthen relationships, celebrate successes, and bring appropriate fun and energy into the workplace.
- Culture Champion:Model professionalism, positivity, approachability, and solution-focused leadership. Help create a workplace culture that balances high expectations and accountability with encouragement, humour, recognition, and genuine enjoyment of working together.

Pay: $28.00-$32.00 per hour Expected hours: 40.0 per week

Benefits

- Dental care
- Extended health care
- In office parking
- Paid time off
- Vision care

Experience:
- MOA: 4 years (required)
- Management: 4 years (required)

Work Location: In person

📌 Patient Care Coordinator (PCC) Lead / Associate Manager (Edmonton)
🏢 Acumen Clinic
📍 Edmonton