About Us:

Established over 30 years ago, Medcan is a global leader in assessing clients' overall well-being and inspiring them to live well. Medcan has a comprehensive range of diagnostic assessments, which, in combination with innovative programs tailored to specific needs, are designed to successfully reach improved health outcomes.

Over 80 physicians and specialists, alongside a broad roster of complementary health care disciplines, provide health and lifestyle management services on site and by video consult for individuals, families and organizations. Our team of 700+ staff see clients virtually and physically from our downtown Toronto and Oakville clinics.

Reporting to: Director, Membership Operations

The Operations Excellence Specialist a new role, reporting to the Director of Membership Operations, plays an important part in enhancing Medcan’s operational efficiency, clinical care, client experience, and process improvement. This role focuses on driving continuous improvement initiatives, optimizing workflows, and supporting operational standards and KPIs to ensure measurable and sustainable improvements in care delivery, quality, overall profitability, and productivity.

The ideal candidate will bring expertise in operational improvement strategies, project management, data insights, and change management within a healthcare or similar setting. They enjoy working closely with cross-functional teams, including clinical, technology, product, marketing and analytics, to deliver on shared corporate or departmental goals.

Key Responsibilities

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 the physician onboarding process, client-roster assignment, and workflows.
• Monitor adherence to standards to ensure quality and compliance with evidence-based/continuity of care practices (referrals management, prescription renewal etc.).

Continuous Improvement

• 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.

Qualifications:

• Bachelor’s degree in Healthcare Administration, Nursing, Business, or a related field (Master’s degree an asset).
• 5 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.

Key Competencies:

• 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.

Our Benefits:

Medcan’s philosophy of Live Well, For Life applies not only to our clients, but also our valued staff members. We provide paid Wellness Days along with a variety of programs to help our employees manage their mental and physical well-being. We offer special employee rates on fitness sessions, in-house specialty services, and a complimentary membership to our clinic to name a few.

This position comes with an attractive total compensation package including a competitive base salary, a comprehensive benefits plan, RRSP matching, bonus eligibility, and a genuine opportunity to grow supported by our Education Reimbursement program. We offer flexible work arrangements to help Medcanners balance their work and personal or family needs

We also have employee perks to continue to help our staff Live Well, For Life. This includes complimentary group fitness sessions as well as an on-site healthy lunch program provided by our own food and catering brand, Nourish. We also provide interactive webinars hosted by our in-house experts focused on Eat, Move, Think. Our enhanced benefits package is just one of the reasons why we continue to be one of Canada’s 50 Best Managed Companies!

We thank all applicants for their interest; however only those selected for an initial interview will be contacted. No phone calls and no agencies please.

Diversity, Inclusion, and Accessibility:

Medcan is an equal opportunity employer committed to the principles of employment equity, diversity, and inclusion. We continuously work to provide a fair opportunity for all staff to participate and succeed at work, creating a sense of belonging, respect and a place that values the unique perspectives and lived experiences of each member of our team. We recognize the value of diversity in attributes such as age, gender identity and expression, sexual orientation and attractionality, ethnicity, race, colour, nationality, family and marital status, ability, religion and belief, freedom of thought, and any other characteristic that makes you unique. If these principles resonate with you, we encourage you to apply!

If contacted for an employment opportunity, please advise your Talent Acquisition Specialist if you require accommodation.