Operations Excellence Associate

Are you passionate about helping people live their healthiest lives? Do you thrive in a dynamic, supportive environment where your contributions truly matter? If so, Medcan is the place for you!

This job posting is for a current vacancy.

Operational Excellence

• Implement and monitor KPIs, workflows, and standards for clinical and non-clinical, and back-office teams.
• Develop and maintain SOPs, scripts, and onboarding processes to ensure efficiency and compliance.
• Train teams on updated workflows and monitor adherence to protocols for quality assurance.
• Optimize physician onboarding, client-roster assignment, and appointment management using automation tools like Ocean
  
  MD and Salesforce.
• Monitor adherence to evidence-based practices and continuity of care standards (e.g., referrals, prescription renewals).

AI-Driven Continuous Improvement & Innovation

• Lead data-driven initiatives to streamline booking and care coordination workflows using tools such as Ocean
  
  MD, Accuro, and Salesforce.
• Implement intelligent automation to reduce manual tasks and improve throughput (e.g., AI triage engines, follow up/screen, automated client nudges).
• Analyze workflows and identify opportunities for optimization using data-driven approaches.
• Lead improvement initiatives leveraging methodologies like Lean and Six Sigma.
• Implement QA processes and centralized reporting to monitor key performance metrics.

Client Experience & Service Excellence

• Address client issues through collaboration with stakeholders and process audits.
• Use feedback and survey data to identify pain points and enhance the client journey.
• Collaborate with Client Relations Manager & Director, Hospitality to prioritize opportunities for improvement based on CSI findings or trends. Create a standard operating process and audit method to improve team performance and ensure quality delivery.
• Partner with marketing and product teams to improve engagement and retention strategies (personalized care, proactive outreach and timely communication).

Key Initiatives Implementation & Execution

• Support key initiatives by providing operational insights and ensuring readiness for workflow changes.
• Monitor project progress, ensuring timely execution within budget constraints.
• Participate in meetings as required to convey the operational requirements for projects.
• Collaboration and Training
• Provide guidance and mentorship to teams on operational excellence principles and tools.
• Facilitate knowledge transfer, skills development for new processes. Serve as a resource for Medcanners adopt change and transformation.
• Develop and maintain effective communication & repositories for learning and process content.

• Bachelor’s degree in Healthcare Administration, Nursing, Business, or a related field (Master’s degree an asset).
• 1-3 years of experience in operations, process improvement, or quality management within healthcare, nursing, or administration.
• Certification in Lean, Six Sigma, or related methodologies a bonus.
• Strong analytical skills and proficiency in data analysis tools (e.g., Excel, Power BI).
• Excellent interpersonal and communication skills, with the ability to engage and motivate teams.
• Proven experience in change management.

• Analytical Thinking
  :
  Ability to analyze complex systems and data to drive actionable insights.
• Problem Solving: Skilled in identifying root causes and developing effective solutions in fast-paced environments.
• Attention to Detail: Meticulous and thorough, ensuring accuracy in process documentation and reporting.
• Team
  
  Collaboration:
  
  Able to work effectively with diverse teams and foster a collaborative culture.
• Organizational and Communication
  
  Skills:
  
  Excellent at organizing tasks and communicating clearly.
• Relationship Building: Proven ability to build relationships and influence outcomes at all levels.
• Change Management: Demonstrated expertise in managing people through change effectively.
• Adaptability: Skilled at working under pressure and adapting to change.

This is a full-time permanent role working Monday to Friday on a hybrid basis with 2 days in office at 150 York St in Downtown Toronto.

Medcan’s philosophy of Live…