Job Description

Reporting to the Vice-President, Case Management, this role is responsible for leading and coordinating priority initiatives that strengthen Case Management operations, service delivery, quality, efficiency, and partner relations. The mandate is designed to support the evolution of Case Management by bringing structure, discipline, and accountability to cross-functional initiatives, operational improvements, and provider oversight activities that directly impact emergency travel medical claims management.

The role provides project leadership, operational analysis, process improvement support, and change management coordination for initiatives within Case Management. It also has responsibility for developing a more formalized vendor and partner management framework for Air Ambulance and Medical Escort providers, including performance monitoring, relationship management, audit practices, reporting, invoice accuracy review, and escalation of service, cost, or quality concerns. This role acts as a key liaison between Case Management leadership, internal stakeholders, and external partners to ensure initiatives and provider relationships are aligned with operational priorities, customer experience, financial stewardship, and clinical/service quality expectations.

What does your typical day look like?

Case Management Initiatives and Project Leadership

- Lead assigned Case Management initiatives that improve operational effectiveness, service quality, scalability, cost management, and customer-centric outcomes.
- Translate business needs into clear project charters, objectives, scope, deliverables, timelines, accountabilities, and success measures.
- Develop and maintain project plans, RACI matrices, workback schedules, stakeholder updates,



risk logs, issue trackers, and implementation plans.
- Maintain a consolidated inventory of Case Management initiatives, including ownership, status, risks, milestones, dependencies, advantages, and target delivery dates.
- Apply structured project management practices to large, mid-size, and small initiatives while tailoring the approach to the complexity and urgency of the work.
- Support operational problem solving through practical methodologies such as A3, root cause analysis, process mapping, and lessons-learned reviews.
- Identify project risks, resource constraints, stakeholder impacts, and change management needs, escalating appropriately to Case Management leadership.
- Ensure communication, training, readiness, and adoption planning are embedded into each initiative, including the use of change management practices such as ADKAR where appropriate.
- Partner with operational leaders, clinical resources, finance, client-facing teams, technology, and other stakeholders to ensure initiatives are coordinated and aligned.
- Perform other related activities, as assigned.

Air Ambulance and Medical Escort Partner Oversight

- Develop and maintain effective working relationships with Air Ambulance, Medical Escort, and related repatriation partners used by Case Management.




- Establish a structured partner management framework that includes regular business reviews, performance expectations, escalation pathways, service standards, and documentation practices.
- Define, monitor, and report on key performance indicators related to partner responsiveness, availability, mission quality, service consistency, cost competitiveness, invoice accuracy, and issue resolution.
- Coordinate regular meetings with high-volume and strategically important providers to review performance, discuss operational trends, address concerns, and reinforce expectations.
- Develop and execute an audit protocol to assess mission quality, documentation completeness, pricing competitiveness, compliance with agreed expectations, and opportunities for improvement.
- Partner with Finance, Case Management leaders, and operational teams to support invoice review practices, cost visibility, variance identification, and timely resolution of discrepancies.
- Identify risks related to provider capacity, service quality, cost escalation, documentation gaps, or operational dependencies, and elevate recommendations to leadership as required.
- Support the development of provider scorecards, dashboards, reporting tools, and executive-ready summaries to improve transparency and decision-making.

Operational Analysis, Governance and Subject Matter Support

- Support the creation of business cases, requirements documents, operating procedures, governance tools, briefing materials, and decision documents for Case Management initiatives.
- Analyze operational trends, volumes, costs, quality indicators, partner performance, and process gaps to support evidence-based recommendations.
- Facilitate working sessions, stakeholder

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