THE ROLE IN A NUTSHELL

Base Salary: CAD $72,521.00 - 109,341.00

1. Position Title & Reporting Structure

Position Title:Supervisor, Practitioner Network Operations
Department:Operations, GreenShield Health
Reports To:Manager, Therapy Operations
Direct Reports:PNO Specialists

2. Position Overview

Role Summary

The Supervisor, Practitioner Network Operationsis responsible foroverseeing(1)the growthof our affiliate provider network; and (2)the day-to-day clinical operations of themental health / counselling clinical program.

This includes: overseeingcredentialing, interviewing, orienting, and onboarding new providers; managing recredentialing cycles; and overseeing the day-to-day clinical operations of the counselling program by ensuring efficient workflows,timelyissue resolution, and strong provider support. Proactively address provider-related concerns to minimize service disruptions, improve operational efficiency, andmaintaina high-quality client and provider experience.

The role ensures the delivery of a high-quality, engaged, and scalable provider network that supports GreenShield's mission to expand access to exceptional care.

3. Key Responsibilities

Network Growth, Quality & Provider Engagement

• Lead and oversee all activities related to network expansion, including credentialing, interviewing, orienting, and onboarding new counselling providers.
• Develop, refine, and implement strategies to grow and strengthen the provider network based onidentifiedgaps,utilizationtrends, upcoming launches, and organizational priorities.
• Build andmaintainstrong provider engagement by fostering positive relationships, supporting provider needs, and ensuring a high-quality experience throughout the provider lifecycle.
• Continuously improve screening, onboarding, registration, and verification processes to enhance both quality and provider satisfaction.
• Support the design and execution of network retention and engagement initiatives tomaintaina committed, high-performing provider community.

Recredentialing & Compliance

• Oversee the fullrecredentialinglifecycle for counselling providers, ensuring compliance with clinical standards, regulatory requirements, and internal policies.
• Identifyopportunities to streamlinerecredentialingworkflows and enhance provider experience whilemaintainingrigorous quality standards.
• Ensure recredentialing processes reinforce ongoing provider engagement and alignment with program expectations.

Clinical Operations Support

Support the day-to-day clinical operations of the counselling program by:

• Acting as a primary operational contact for counselling providers and responding promptly to provider inquiries or concerns
• Coordinating resolution of provider-related issues, including scheduling, documentation, system access, and workflow challenges
• Monitoring operational risks and service gaps and escalating issues as needed to ensure continuity of care
• Collaborating with internal stakeholders (clinical leadership, scheduling, credentialing, and systems teams) to support smooth program operations
• Supporting provider onboarding, transitions, and ongoing engagement to promote efficiency and retention

Team Leadership & Collaboration

• Supervise and support a team of Practitioner Network Operations Specialists, providing coaching, guidance, and performance oversight.
• Lead onboarding and training for new team members to ensure consistent, high-quality execution of PNO processes and provider engagement practices.
• Support and guide the team in delivering provider information sessions, conducting screenings, and completing operational tasks required to support counselling providers.
• Collaborate with the Data Team to develop dashboards and reporting tools that inform decision-making, track provider engagement and network health, and support internal stakeholders (e.g., Account Management, Business Development, Proposal Writing).

WHO WE'RE LOOKING FOR

• 3-5 years of experience supervising or mentoring staff in a healthcare or operational environment.
• Strong understanding of credentialing, recredentialing, and provider onboarding processes.
• Experience working with counselling or mental-health provider networks is an asset.
• Demonstrated ability to build provider engagement andmaintainstrong provider relationships.
• Excellent communication, problem-solving, and stakeholder-management skills.
• Proficiencywith data tools, dashboards, and operational reporting.

NICE TO HAVE

• Bilingual (English and French) is an asset.
• Experience in provider network operations, clinical operations,health services administration, or similar experience.