• Employ a variety of strategies and techniques to support a member's optimal wellness state • Identify and resolve barriers that hinder effective care • Ensure patient is progressing towards desired outcomes by continuously monitoring patient care • Make decisions regarding own work approach/priorities • Use skills to make an impact

Role Description This is a full-time remote position. Lifemark Health Group is seeking a healthcare professional to fill the position of Clinical Services Manager, responsible for being the primary representative of our organization to provincial and national clients. To excel in this role, you are passionate about providing excellent customer service at all levels and truly embrace a customer-first mindset. You are highly organized and detail-oriented, have an analytical mind, and possess exceptional problem-solving skills. Superior oral and written communication skills are required, as well as a solid knowledge of MS Word, Excel, PowerPoint, and databases. A solid knowledge of current legislation and regulations in the sector is essential to guide and support customers and our internal operational teams. You draw on your experience in the healthcare field to offer advice and solutions to all our key external and internal partners. - Developing, managing, and maintaining client relationships, ensuring that front-line teams meet or exceed expectations. - Establish a trusted advisor role with referral sources and provide consistent, superior relationship management. - Monitor client satisfaction and feedback, as well as referral and revenue trends. - Ensure the highest level of service delivery, from clinical intake to service delivery. - Ensure quality assurance review of reports to ensure they meet the quality standards expected by the company and the client. - Liaise directly with referral sources for each case, coordinate meetings and updates, and provide clinical support. - Collaborate with Lifemark's internal clinical and operational teams to support service delivery across all divisions. - Coordinate and participate in training seminars for clients and internal staff. - Assist in the preparation of bids for projects and requests for proposals. - Identify new opportunities with existing and new clients. Qualifications - 3 to 5 years of experience in rehabilitation and assessment, particularly in the group life and health/disability insurance sector. - University degree in a relevant healthcare field (e.g., kinesiology, health sciences, disability management, etc.). - Experience in the clinical/rehabilitation field or in the insurance industry. - Excellent problem-solving and analytical skills, ability to resolve complex issues or problems raised by clients and/or the internal team. - Bilingualism (spoken and written: French and English) as there will be national interactions. 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 candidates, including, but not limited to, those who identify as members of employment equity groups: Indigenous peoples, newcomers to Canada, women, and visible minorities. Accommodation Accommodations are available upon request for all candidates participating in any aspect of the recruitment and selection process. Please email us at talent@lifemark.ca.

• Successfully enhance customer facing interactions by adding value and providing leadership support in the management of support staff; • Mentor, coach and direct a regional team in providing best in class customer experience and operational execution; • Daily monitoring of team activities and performance; • Create and maintain regionals specific training for drug and reimbursement as market landscape evolves; • Identify Patient, Health Care Providers and Program needs and deliver solutions in collaboration with cross functional colleagues; • Analyze program metrics and create a plan of action to proactively address issues; • Direct report creation and timely delivery of performance metrics and related reporting to Senior Program Manager; • Ensure the highest standards of quality and conduct all activities in an ethical and compliant manner; • Responsible to report any patient safety information as per adverse event reporting requirements and product quality complaints reporting requirements; • Work in partnership with a pharmaceutical manufacturer to understand and contribute to achieving their goals and ensuring program optimization; • Ensure optimal support for assigned Patient Support Program and related market events (e.g.: public listing, competitor entry, etc.); • Rapidly respond to external/internal customer needs and look for opportunities to continuously improve services; • Maintain customer support / trust & value while navigating the changing landscape by providing adapted offerings; • Assist with quality assurance and quality improvement initiatives, overseeing the completion of all required CAPA activities.

• Serve as the primary liaison between patients and caregivers • Monitor and maintain care quality by completing VBP (Value-Based Purchasing) measures • Handle escalated non-clinical inquiries from patients and caregivers • Maintain accurate and up-to-date documentation for all caregivers and patients • Work closely with the patient care coordinator on scheduling and operational issues