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About the Role

Lifemark Health Group is seeking a Senior Director, WCB Channel Operations to lead national operational performance, service quality, and contract delivery for their Workers' Compensation Board (WCB) portfolio across Canada. This role is crucial for ensuring consistent delivery, strong partnership management, SLA compliance, workflow efficiency, and high-quality experiences for all stakeholders.

Responsibilities

• Lead national intake, coordination, and operational teams supporting WCB services across Canada.
• Oversee the operational delivery of all WCB contracts nationally, ensuring requirements, service standards, and contractual commitments are consistently met.
• Develop and implement standardized workflows and operating practices across provinces while allowing for jurisdictional and board-specific requirements.
• Ensure WCB referral workflows are efficient, scalable, and aligned to client expectations, clinical capacity, and business priorities.
• Monitor and analyze national performance metrics, including referral turnaround time, booking and report timelines, SLA performance, referral completion, escalation trends, and service quality.
• Identify operational risks and improvement opportunities, and lead initiatives that strengthen consistency, capacity, accountability, and service delivery across the WCB portfolio.
• Ensure timely, accurate, and compliant communication between WCB partners, clinicians, employers where applicable, injured workers, and internal teams.
• Oversee operational quality reviews of WCB documentation, reports, pricing summaries, and related deliverables to uphold accuracy, compliance, and service standards.
• Partner with Clinical Operations and Quality teams to support consistent interpretation and execution of WCB program requirements across regions.
• Support escalation management for complex files, service issues, contract concerns, and operational barriers, ensuring timely resolution and appropriate follow-up.
• Partner with internal stakeholders to improve workflow automation, documentation practices, reporting quality, and data integrity.
• Lead, coach, and develop Client Service Managers, Team Leads, and WCB operational teams to foster a high-performing, accountable, and engaged national team culture.
• Oversee training, onboarding, performance management, and capability building to ensure teams understand WCB processes, jurisdictional requirements, service expectations, and escalation pathways.
• Build leadership capability within the team by promoting ownership, service excellence, continuous improvement, and cross-functional collaboration.
• Support workload planning and resource allocation to ensure national teams are aligned to referral volumes, contract priorities, and business demand.
• Prepare and analyze national operational performance, SLA, and contract reporting for WCB services, identifying trends, risks, and areas for improvement.
• Collaborate with Finance and Billing teams to support billing accuracy, pricing consistency, contract compliance, revenue integrity, and timely issue resolution.
• Support forecasting, budgeting, capacity planning, and workforce planning to ensure resources are aligned to current and future WCB demand.
• Use data and insights to inform operational decisions, support client discussions, and drive measurable improvements in performance, quality, and efficiency.
• Serve as the primary national operational contact for WCB partners across Lifemark's WCB services portfolio.
• Partner closely with Account Management teams to ensure operational delivery aligns with contract expectations, partnership goals, and renewal priorities.
• Participate in client reviews, presentations, implementation planning, and renewal discussions to provide operational insight and strengthen long-term trust.
• Maintain a strong understanding of provincial WCB requirements, service models, and operational expectations to support consistent and credible partnership management.
• Represent the operational voice of WCB services internally, ensuring client feedback and contract requirements are translated into practical, sustainable operating plans.

Requirements

• Diploma or degree in healthcare administration, business, rehabilitation sciences, disability management, or a related field.
• 5+ years of progressive leadership experience in healthcare operations, rehabilitation services, disability management, WCB/WSIB programs, or a payer-funded clinical services environment.
• Demonstrated success leading intake, coordination, client service, or operational teams within a clinical, payer, insurer, workers' compensation, or third-party funding environment.
• Experience supporting workers' compensation boards, WCB/WSIB contracts, return-to-work programs, occupational rehabilitation, or workplace injury management is strongly preferred.
• Proven ability to manage KPIs and SLA performance, drive process improvement, and implement standardized practices across multiple regions or business units.
• Strong knowledge of operational workflows, referral management, documentation standards, escalations, and client service expectations in healthcare or disability management.
• Strong interpersonal and communication skills with the ability to engage senior stakeholders, cross-functional teams, external partners, and geographically dispersed teams.
• Financial acumen and familiarity with healthcare billing, pricing, contract compliance, forecasting, and revenue integrity.
• Proficiency in Microsoft Office, CRM systems, SharePoint, and reporting tools; familiarity with analytics dashboards is an asset.
• Bilingualism in English and French is an asset for supporting national partnerships and teams.

Skills

• Healthcare operations
• Rehabilitation services
• Disability management
• WCB/WSIB programs
• Payer-funded clinical services
• Intake management
• Coordination
• Client service
• Workers' compensation
• Return-to-work programs
• Occupational rehabilitation
• Workplace injury management
• KPI management
• SLA performance
• Process improvement
• Standardized practices implementation
• Operational workflows
• Referral management
• Documentation standards
• Escalation management
• Client service expectations
• Interpersonal skills
• Communication skills
• Stakeholder engagement
• Cross-functional collaboration
• Financial acumen
• Healthcare billing
• Pricing
• Contract compliance
• Forecasting
• Revenue integrity
• Microsoft Office proficiency
• CRM systems proficiency
• SharePoint proficiency
• Reporting tools proficiency
• Analytics dashboards familiarity
• Bilingualism (English/French)

Location

• North York

Work Type

• Hybrid
• 4 days a week in office
• 1 day a week remote

Experience Level

• Senior Director
• 5+ years of progressive leadership experience

Education Level

• Diploma or degree in healthcare administration, business, rehabilitation sciences, disability management, or a related field

About the Company

• Lifemark is a healthcare company with almost 400 clinics across Canada, leading in rehabilitation, injury management, disability management, and recovery services.
• Their purpose is 'Movement to a Better Life'.
• They are driven by a people-first culture and a mission to help individuals, teams, and communities thrive.

Equal Opportunity

• Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as members of Indigenous communities, newcomers to Canada, women, and visible minorities.
• Accommodations are available upon request for candidates taking part in any aspect of the recruitment and selection process.