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Nurture client relationships by ensuring proactive delivery of solutions that enhance service quality and reduce costs
Foster a culture of patient safety through the development of policies, procedures, quality management, training, clinical systems and operational objectives
Oversee operating systems, policies and procedures within the Healthcare division for continual improvement aligned with business goals
Lead process improvement efforts within the vertical
Manage both human and material resources
Provide strong support for the long-term strategies of the organization
Be instrumental in translating the company’s vision into actionable strategies
Collaborate with senior leadership to define long-term goals and develop comprehensive plans to achieve them
Support Foundever and clients in achieving service, quality and contribution goals
Demonstrate sound fiscal management in achieving profitability goals
Lead and motivate the team and communicate effectively
Monitor associate conduct, performance, and attendance against company standards
Provide coaching/direction, document meetings and apply progressive counseling in accordance with company policy as required
Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role
Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement
Protect company equipment assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement
Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in confidentiality, integrity or availability of Information assets as per the Company’s policy
Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and jurisdictional requirements
Requirements
Minimum 8-10 years of progressive experience in healthcare operations, health services administration or a related field
Minimum 3 years of leadership or supervisory experience managing teams
Demonstrated experience working within or alongside government health departments, public health agencies, provincial/territorial health authorities, or healthcare delivery organizations
Experience with virtual care, telehealth, or digital health programs is a strong asset
Background in contact centre, BPO, or service delivery operations within a healthcare context is an asset
Bachelor's Degree in Health Administration, Public Health, Business Administration, or a related field (required)
Relevant professional certifications (e.g., CPHIMS, LEAN/Six Sigma, PMP) are considered assets
Bilingualism in English and French is an asset
Healthcare Ecosystem Knowledge – Solid understanding of Canadian healthcare systems, government health program delivery, patient safety frameworks, and health service regulation
Client Relationship Management - Demonstrated success in building excellent customer/client relationships and government stakeholder relationships
Fiscal Management – Sound financial management skills to achieve revenue targets and profitability goals
Patient Safety Advocacy - Knowledge of healthcare policies, procedures, quality management systems, training programs, clinical systems, and operational objectives focused on patient safety
Team Leadership & Performance Management – Proven ability to lead and develop teams, monitoring and delivering on key performance metrics, and driving performance through coaching and continuous feedback
Effective Communication & Conflict Resolution – Strong verbal and written communication skills with the ability to convey information clearly, handle escalations, and resolve issues with professionalism
Operational Efficiency & Problem-Solving – Strong ability to optimize workflows, manage escalations, and implement process improvements to enhance productivity and response times
Nice to have
Experience with virtual care, telehealth, or digital health programs
Background in contact centre, BPO, or service delivery operations within a healthcare context
Relevant professional certifications (e.g., CPHIMS, LEAN/Six Sigma, PMP)
Bilingualism in English and French
What we offer
Impactful work
Opportunity to work on cutting-edge AI technologies that will be game-changers for our business
Professional growth
Continuous learning and development opportunities in a dynamic, remote work environment
Competitive compensation
Attractive salary and benefits package
Collaborative environment
A supportive team culture with opportunities for occasional travel for training and industry events