Senior Director, Channel Operations - WCB Services

This is a hybrid position based out of North York @ 243 Consumers Rd - You will work 4 days a week in office and 1 day a week remote 

About Lifemark Health Group - Stronger Than Ever

At Lifemark, we're more than a healthcare company - we're a movement. With almost 400 clinics across Canada, we lead the way in rehabilitation, injury management, disability management, and recovery services. United by our purpose, "Movement to a Better Life," we are driven by our people-first culture and our mission to help individuals, teams, and communities thrive.

When you join us, you're not just stepping into a leadership role - you're helping shape the future of access to rehabilitation, injury management, and workplace recovery services in Canada.

The Opportunity: Bring your Difference. Make a Difference.

We're looking for a Senior Director, WCB Channel Operations to lead the national operational performance, service quality, and contract delivery of Lifemark's Workers' Compensation Board (WCB) portfolio across Canada.

This national leadership role is accountable for operational execution across all WCB contracts, ensuring consistent delivery, strong partnership management, SLA compliance, workflow efficiency, and high-quality experiences for WCB partners, clinicians, clients, and internal teams. 

The Senior Director will guide intake, coordination, and operational teams supporting WCB services and partner closely with Account Management, Clinical Operations, Finance, Reporting, and Central Support teams to ensure alignment, scalability, compliance, and operational excellence across every province.

If you're an operational leader passionate about optimizing healthcare delivery, enabling teams, and supporting people as they recover and return to work, this is your opportunity to make a national impact.

Key Responsibilities:

National WCB Operational Leadership & Contract Delivery

• 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.

Quality, Compliance & Case Coordination

• 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.

Team Leadership & Development

• 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.

Business Performance, Reporting & Financial Stewardship

• 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.

Client & Partnership Management

• 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.

What we're looking for:

• 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.
• Proficiencyin 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.

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 job applicants, including but not limited to those self-identifying as members of Indigenous communities, newcomers to Canada, women, and visible minorities.

Accommodation

Accommodations are available upon request for candidates taking part in any aspect of the recruitment and selection process. Please contact talentatlifemark.ca for assistance.

#LI-NC1