Manager, Evaluation and Service Excellence

Manager, Evaluation and Service Excellence

Location: Primary Care Network Wellness Centre at #4000,  Avenue SE;
Calgary, AB

Hybrid eligible: Yes, one (1) day a week

Reports to: Director, Information Technology & Evaluation Services

Oversees: Evaluation Team

The Manager, Evaluation and Service Excellence, is responsible for the delivery of evaluation services, both program and operational, for SCPCN. This person works closely with clinical and business managers to help them develop evaluation frameworks, identify relevant Key Performance Indicators, and conduct evaluations to understand where performance is strong and where there are opportunities for improvement. This person also leads the Information Technology and Evaluation’s Service Excellence program which is focused on the continuous improvement of services.

Status: Full-time, Permanent

Schedule: Monday
- Friday, Standard 38.75-hour work week

Location: Primary Care Network Wellness Centre at #4000,  Avenue SE;
Calgary, AB

Hybrid eligible: Yes, one (1) day a week

Reports to: Director, Information Technology & Evaluation Services

Oversees: Evaluation Team

• Coach, mentor, and performance manage staff to support career growth and to ensure a highly engaged, skilled, and happy workforce.
• Review Quarterly goals and assess progress, making modifications to the plan as needed to keep the organization’s strategic plan on target.

• Collaborate with members of the Management Leadership Team (MLT) to identify program and business areas requiring evaluation.
• Provide expert opinions on frameworks, Key Performance Indicators and other relevant data required to conduct a successful evaluation of business and clinical programs.

• Collaborate with the Information Technology and Evaluation Management team on the queue management of incoming requests, ensuring requests are assigned in a timely manner. Ensure incoming requests are properly categorized so correct Service Level Agreement (SLA) is applied.
• Ensure Service Level Targets are met, and if necessary, conduct analysis into root cause so corrective actions can be taken.

• Conduct monthly analysis of available dashboards and reports to ensure management decisions are founded in, and supported by, data. Submit all required reports on time providing an appropriate level of data and backup to ensure all levels of management are kept informed of progress, barriers, issues, and plans. Lead the development of the Evaluation section and Schedule B of the annual Alberta Health Report ensuring internal deadlines are met, data quality is of the highest standard and submission to Alberta Health is completed on time.

• Collaborate with various managers in the organization to understand their business needs and use that insight in the annual budget development. Review, approve and provide coding instructions for invoices which fall within manager approval limits.
• Analyze budget performance and take corrective action as needed to ensure we are operating within an acceptable budget variance.

• Lead the Service Excellence Program for the Information Technology and Evaluation Services team, collaborating with the other managers to identify and document improvement opportunities.
• Collaborate with Information Technology managers to initiate improvement plans to address opportunities found with the goal of maximizing the value to the organization.

• Lead the collaboration with the Information Technology and Evaluation Management team on the development of communications to ensure the organization is aware of key departmental deliverables, activities, and accomplishments.
• Coordinate departmental communications with the organization’s Communications team to ensure consistent delivery vehicles are used for all employee communications.

• Master’s degree preferred, preference for those with a graduate degree in the health sciences and/or with a medical background. Equivalent combinations of education and experience may be considered.…