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, benefits, 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 escalate 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 meetings, project updates, partner reviews, and leadership discussions with clear agendas, decisions, actions, and follow-ups.
- Serve as a subject matter resource on initiative governance, project delivery discipline, provider oversight practices, and operational improvement opportunities within Case Management.
- Ensure key stakeholders receive timely, accurate, concise, and actionable communications regarding initiative progress, risks, partner issues, and required decisions.
Leadership, Collaboration and Change Enablement
- Lead workstreams, working groups, or small teams as required to deliver Case Management initiatives and provider oversight activities.
- Provide direction, structure, coaching, and follow-up to individuals contributing to assigned initiatives, even where formal reporting relationships do not exist.
- Promote accountability, collaboration, and timely execution across stakeholders by clarifying expectations, decisions, responsibilities, and next steps.
- Support adoption of new processes, tools, reporting practices, and partner management expectations by engaging stakeholders early and communicating the rationale for change.
- Contribute to a culture of continuous improvement, operational discipline, customer focus, and shared ownership within Case Management.
Major Challenges
- Balancing multiple operational initiatives, partner oversight priorities, and urgent Case Management needs in a fast-paced 24x7 environment.
- Building structure and measurable outcomes in a complex operating environment where quality, clinical judgment, service experience, cost, and urgency must be considered together.
- Establishing meaningful provider performance indicators, audit practices, and reporting mechanisms where standardized data may be limited or inconsistently captured.
- Influencing stakeholders and partners without relying solely on authority, while maintaining productive relationships and clear accountability.
- Driving change adoption across teams, processes, and external partners while minimizing disruption to day-to-day operations.
Major Job Accountabilities
- Evaluate, plan, coordinate, and deliver priority Case Management initiatives that support operational excellence, customer-centric service, quality, cost management, and departmental transformation.
- Design and maintain governance tools, project documentation, performance reporting, and decision-support materials that enable leadership visibility and accountability.
- Develop and operationalize a partner oversight framework for Air Ambulance and Medical Escort providers, including scorecards, meetings, audits, issue tracking, invoice accuracy review, and escalation practices.
- Provide analysis and recommendations that support improved provider performance, service consistency, operational readiness, and financial stewardship.
Success Measures
- Priority Case Management initiatives are delivered on time, within agreed scope, and with clear documentation, ownership, risks, decisions, and implementation outcomes.
- Leadership has reliable visibility to initiative status, milestones, risks, dependencies, benefits, and required decisions through consistent reporting and governance practices.
- Air Ambulance and Medical Escort partner performance is monitored through defined KPIs, scorecards, audit activity, regular reviews, and timely issue resolution.
- Improved transparency exists regarding provider volumes, costs, invoice accuracy, service quality, and escalation trends.
- Stakeholders experience clear, concise, and timely communication that enables alignment, accountability, and informed decision-making.
- Recommendations are supported by sound analysis, operational insight, and alignment to Case Management priorities, customer experience, quality, efficiency, and financial stewardship.
- New processes, tools, and partner management practices are adopted effectively and contribute to reduced redundancy, improved consistency, and stronger operational discipline.
What skills and experience are we looking for?
- University degree or college diploma in business, healthcare administration, management, operations, project management, or a related field.
- Minimum of 5 years of experience in project coordination, project management, operations, partner/vendor management, healthcare operations, insurance, assistance services, or a related environment.
- Experience working in or supporting travel assistance, emergency medical claims, repatriation, healthcare coordination, or case management operations is considered a strong asset.
- Experience developing dashboards, scorecards, audit tools, reporting processes, governance structures, or vendor performance frameworks is considered an asset.
- Project management training, certification, Lean/process improvement experience, or change management training is considered an asset.
- Strong English written and verbal communication skills; French and/or additional language skills are considered an asset.
- Strong project management, coordination, organization, and execution skills.
- Strong understanding of Case Management operations, emergency travel medical claims, repatriation processes, and the interdependencies between clinical, operational, client, finance, and partner activities.
- Ability to analyze operational data, provider performance, costs, quality indicators, and process gaps to develop practical recommendations.
- Strong relationship management skills, including the ability to work effectively with external providers, internal leaders, frontline operations, clinical resources, finance, and cross-functional stakeholders.
- Sound judgment, professionalism, discretion, and ability to manage sensitive operational, financial, and partner-related information.
- Ability to structure ambiguous problems, foresee operational consequences, identify risks, and propose realistic solutions.
- Clear and effective communication in both English and French (written and verbal) (mandatory) English will be used in particular to carry out daily follow-ups with other departments in our various offices, whether in Ontario, or elsewhere.;
- Strong written and verbal communication skills, with the ability to prepare executive-ready summaries, project updates, partner reviews, and decision documents.
- Ability to manage multiple priorities in a fast-paced, customer-focused, and time-sensitive environment.
- Proficiency with Microsoft Office tools, including Excel, PowerPoint, Word, Teams, SharePoint, and project or task management tools.
- Continuous improvement mindset with the ability to build practical tools, templates, scorecards, dashboards, and processes that increase clarity and consistency.
- Availability for occasional travel or partner meetings, estimated at 10–15%.
When you apply:
If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.
We offer you
- Competitive compensation package that includes annual salary review and annual performance bonus;
- Extensive benefit package including, health, dental, travel and health care spending account;
- 3 weeks vacation;
- RRSP matching program;
- A professional future with opportunities for development, growth, and advancement;
- Financial assistance to employees who wish to continue their education;
- Work/life balance, health and wellness initiatives including an excellent Employee Assistance program;
- On site Gym;
- Employee engagement programs that focus on fitness, food, and fun;
- Windsor, Ontario Candidates: hourly salary scale ($50.00 - $51.00). Relevant candidate experience will be also considered.
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