Team Lead, Access and Attachment

Reports to:
Director, Clinical Operations

Position Summary

The Team Lead, Access and Attachment (A & A) is responsible for the delivery of high-quality primary care and programming that enhances access to primary care services and support to our patients, providers, and communities. The Team Lead will lead the development, implementation, quality assurance, and evaluation of clinical programs aimed at improving patient outcomes and operational efficiency across multiple clinic locations in the catchment.

The Team Lead (A & A) is a critical leadership role in overseeing the day-to-day clinic operations, driving quality improvement and supporting clinical and administrative functions. This role provides leadership offering guidance, coaching and mentorship to ensure the clinic's operational effectiveness, efficiency and alignment with organizational goals. The Team Lead (A & A) also contributes to team development, performance management and operational optimization, ensuring that clinic workflows, scheduling and patient care are consistently delivered at a high standard.

Key Responsibilities:

Program & Service Delivery (~40%)

• Leads PCN clinical programs and services for the CRPCN including design, development, delivery, and evaluation of care delivery, patient, and provider experience.
• Monitors and reports on clinic and program performance, identifying gaps, successes, challenges and opportunities for improvement.
• Supervises daily clinic and program operations to ensure smooth patient flow and efficient processes
• Leads scheduling and staffing coordination, ensuring appropriate coverage to maintain clinic services
• Supports continuous quality improvement (QI) initiatives by identifying opportunities for optimizing clinic operations and enhancing patient care pathways
• Conducts regular program audits and assessments, identifies gaps and implements improvements.
• Provides regular reporting on utilization and utilizes data to inform decision-making and optimize program strategies.
• Develop reports and effectively communicate project goals and build commitment amongst stakeholders using innovative project and change management strategies;
• Identifies areas that present organizational risk and implements mitigating solutions.
• Standardizes and streamlines internal processes in alignment with organizational objectives
• Serves as the primary point of contact for internal and external stakeholders related to clinical programs.
• Coordinates clinic-wide activities including workplace health and safety, privacy training and continuing education for staff including nurse practitioners, clinic and administrative staff
• Communicates regularly with leadership, healthcare providers, and other stakeholders to provide updates on program progress and outcomes.
• Oversees privacy compliance for the PCN to ensure patient care information is maintained in accordance with best practices and PCN protocols.
• Acts as an EMR superuser, optimizing user workflows and interface; leads development of forms and tools to support clinic operations and program evaluation within the EMR
• Ensures documentation and processes are in place to support effective program and service delivery.
• Leads and supervises a team of allied health professionals including dietitians, nurses, nurse practitioners, and administrative staff.
• Facilitates team development and fosters a collaborative working environment, ensuring effective communication between physicians, practitioners and staff.
• Provides regular onboarding, guidance, training, coaching, and mentoring to ensure successful program delivery.
• Performs regular performance evaluation of clinical and administrative staff, provides feedback and supports staff development to ensure continuous improvement
• Collaborates with multidisciplinary teams, including physicians, nurses, and administrative staff, to ensure effective program implementation.
• Foster a positive work environment and encourage professional development within the team.
• Collaborate with other leaders to support team building and development, team-based care, professional development, and resource management.

Relationship Management (~20%)

• Facilitates the onboarding of new physicians, nurse practitioners, clinic and administrative staff, ensuring they understand clinic workflows, policies and best practices
• Facilitates and coordinates ongoing relationships as a representative of the PCN
• Promote utilization of PCN programs and services across stakeholders.
• Acts as the key point of contact related to clinical programs and services
• Represents the CRPCN in external working groups and tables as needed.
• Other duties as assigned.

Educational Requirements:

• Bachelor's degree in a health care related field/equivalent experience in program management may be considered
• Change Management or Project Management Certification an asset
• Previous management or leadership experience preferred, although demonstrated informal leadership experience will be considered
• Experience in Primary Care is an asset

Core Competencies:

• Ability to be flexible, adaptive, and thrive in a dynamic, evolving environment
• Strong communication, interpersonal and relationship building skills
• Critical thinking skills and ability to make sound decisions
• Strong knowledge of healthcare systems, clinical practices, change management, clinic operations and program design.
• Excellent management skills, with experience managing projects from inception to completion.
• Strong leadership and team management abilities.
• Excellent written and verbal communication skills, with the ability to communicate effectively with diverse stakeholders.
• Analytical and problem-solving skills, with the ability to use data to make informed decisions.
• Ability to multi-task and prioritize effectively
• Proficiency in Microsoft Office Suite
• Collaborative work style with skills in fostering a positive team-based culture
• Works effectively both independently and collaboratively
• Strong, diverse background in healthcare and a clear understanding of the primary health care system
• Knowledge of Infection Prevention and Control (IPC) guidelines and protocols for proper PPE usage, Occupational Health, and Safety (OHS) legislation, privacy legislation and proper handling of confidential and or sensitive information, and application of legislation (e. g. FOIP, HIA) in a health care setting preferred.
• Proficient in Electronic Medical Record (EMR) system usage and navigation such as Accuro EMR is considered an asset.

Working Conditions:

• Multi-site, clinical office environment - some work from home
• Travel to various CRPCN work sites and physician member clinics is required
• Valid driver's license & access to reliable vehicle
• Criminal Record and Vulnerable Sectors Check required

About the Calgary Rural Primary Care Network (CRPCN):

The .