Location: This role will be hybrid based out of Ontario and will involve travel to our locations and client sites.

The Opportunity:

The Program Manager is accountable for the end-to-end delivery of Lifemark's centralized operating model supporting the WSIB programs.

Reporting into the Senior Director, Channel Operations this role serves as the primary point of contact for WSIB, and the Ontario Workers' Network, and is responsible for overseeing intake, triage, provider network performance, reporting, billing integrity, and service quality across a province-wide network of Lifemark clinics.

The successful candidate will lead a centralized coordination function that ensures injured workers are triaged, treated, and supported through return-to-work in a timely, consistent, and high-quality manner, aligned to defined service level expectations.

Programs you'll be accountable for: WSIB Specialized Care Program/Ontario Workers' Network (OWN); WSIB Interdisciplinary Treatment Program of Care; WSIB Musculoskeletal Program of Care; WSIB Mild Traumatic Brain Injury Program of Care; Mental Health Program of Care

Key Responsibilities:

Client Leadership & Governance

• Act as the primary interface with the WSIB & OWN for all operational matters
• Lead regular governance activities including operational updates, Monthly and Quarterly Business Reviews
• Provide proactive communication on program performance, risks, and system pressures
• Manage issue escalation and resolution in collaboration with the client

Central Coordination Services (CCS) Operations

• Oversee centralized intake, triage, and referral allocation across the province
• Ensure workers are matched to appropriate providers based on clinical need, location, and capacity
• Monitor and ensure adherence to service level agreements (SLAs), including clinical standards, access, reporting and turnaround times
• Coordinate scheduling, rescheduling, and no-show management through centralized processes
• Ensure seamless coordination across Lifemark clinics
• Oversee onboarding, credentialing, and ongoing program management within clinics
• Identify gaps in geographic or service coverage and implement mitigation strategies
• Act as escalation point for provider performance issues and conflict resolution

Quality Assurance & Clinical Alignment

• Ensure consistent application of quality assurance processes across all providers
• Monitor adherence to clinical pathways, documentation standards, and reporting requirements
• Partner with clinical leadership to address quality gaps and identify training needs
• Drive consistency in service delivery across a multi-provider network

Data, Reporting & Business Intelligence

• Oversee development and delivery of program reporting and performance dashboards
• Monitor key performance indicators including return-to-work outcomes, service timelines, and provider performance
• Analyze trends and translate data into actionable insights and recommendations
• Ensure standardized data collection and reporting processes across all providers
• Sharing and socializing data insights that inform clinics and leadership on status of the program

Financial Oversight (Billing & Block Model Integrity)

• Oversee centralized invoicing and billing processes across all providers
• Ensure accuracy and compliance with WSIB block funding requirements
• Monitor financial trends, variances, and potential risks
• Partner with internal finance teams to support audits, reconciliation, and reporting

Issue Resolution & Continuous Improvement

• Act as the central escalation point for operational, clinical, and system-related issues
• Lead root cause analysis and implement corrective actions
• Identify opportunities to improve workflows, efficiency, and service delivery
• Drive continuous improvement across the program based on performance insights

What we're looking for:

• 7-10+ years of experience in program management, healthcare operations, or large-scale service delivery
• Experience managing multi-site or network-based service delivery models
• Demonstrated experience with centralized operations, intake models, or care coordination systems
• Proven ability to manage complex client relationships, preferably within insurance, WCB/WSIB, or public sector environments
• Strong financial and operational acumen, including experience with reporting, billing, and performance management
• Experience in rehabilitation, occupational health, or disability management is considered an asset

Core Competencies

• Strong systems thinking and operational mindset
• High level of ownership and accountability
• Data-driven decision making and analytical capability
• Ability to manage complexity and perform under pressure
• Effective stakeholder management and communication skills

What Success Looks Like

• Referrals are triaged and assigned efficiently across the network with minimal delays
• Service level agreements are consistently met across all providers
• The client has clear, timely, and actionable visibility into program performance
• Billing processes are accurate, compliant, and transparent
• Treatment clinics are aligned, high-performing, and accountable
• Issues are identified and resolved proactively

Inclusion

We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.

Accommodation

Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at talent at lifemark.ca

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