Program Manager, Central Coordination Services (WCR Program)

Saint John, NB
Permanent
Full-time

2 days ago

Location: This role will be hybrid based out of Nova Scotia or New Brunswick and will involve travel to our locations and clients siteThe Program Manager, Central Coordination Services (CCS) is accountable for the end-to-end delivery of Lifemark’s centralized operating model supporting the Work-Connected Recovery (WCR) program.This role serves as the primary point of contact for WCB Nova Scotia and is responsible for overseeing intake, triage, provider network performance, reporting, billing integrity, and service quality across a province-wide network of Lifemark and affiliate 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.Key Responsibilities:Client Leadership & Governance

Act as the primary interface with WCB Nova Scotia for all operational matters
Lead regular governance activities including operational updates 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 access and turnaround times
Coordinate scheduling, rescheduling, and no-show management through centralized processes
Ensure seamless coordination across Lifemark clinics and affiliate providers

Affiliate Network Management

Oversee onboarding, credentialing, and ongoing management of third-party affiliate clinics
Monitor provider performance against SLAs, clinical standards, and reporting requirements
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 the next phase of the RTW program

Financial Oversight (Billing & Block Model Integrity)

Oversee centralized invoicing and billing processes across all providers
Ensure accuracy and compliance with WCB 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, 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
The affiliate network is aligned, high-performing, and accountable
Issues are identified and resolved proactively

InclusionWe 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.AccommodationAccommodations 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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