Clinical Operations Manager

DUTIES AND RESPONSIBILITIES

• Provide leadership, supervision, coaching, and performance management for administrative, recruitment, licensed, and unlicensed employees, ensuring compliance with all applicable legislation, professional standards, company policies, and procedures.

• Oversee all branch and virtual office operations, including workforce planning, scheduling, resource allocation, workflow optimization, and operational effectiveness to ensure high-quality service delivery.

• Support recruitment, selection, onboarding, orientation, training, employee development, performance reviews, discipline, and other human resources processes for branch employees.

• Foster a positive, accountable, and collaborative workplace culture through effective communication, mentorship, staff engagement, and continuous improvement initiatives.

• Ensure compliance with the Standards of Practice of applicable provincial regulatory bodies and liaise with regulatory authorities, government programs, funders, clients, and other stakeholders as required.

• Lead client satisfaction and quality assurance initiatives, ensuring concerns, complaints, and service issues are addressed, resolved, documented, and reported in a timely manner.

• Develop, implement, monitor, and improve operational policies, procedures, performance metrics, quality indicators, and audit action plans to support organizational objectives and regulatory requirements.

• Analyze operational and financial data to identify trends, improve efficiencies, support budgeting and forecasting activities, and monitor branch performance against established targets.

• Coordinate and maintain employee education, competency, in-service training, and continuing professional development programs, ensuring appropriate documentation and compliance records are maintained.

• Support Modified Work Programs, Health & Safety initiatives, and disability management activities in accordance with legislative requirements and company practices.

• Assist with business development, marketing initiatives, contract development, and community engagement activities to promote organizational growth and strengthen stakeholder relationships.

• Support Management Review processes through the preparation of operational, quality, financial, and performance reports, including follow-up on identified improvement actions.

• Manage administrative and operational financial processes, including invoice reconciliation, approval workflows, and monitoring operational expenditures.

• Participate in and support the organization's Quality Management System, continuous improvement programs, accreditation requirements, and operational excellence initiatives.

• Serve as the on-call Registered Nurse and provide support to on-call scheduling teams as required.

• Maintain the confidentiality of client, employee, and corporate information, disclosing information only to authorized personnel in accordance with company policies and regulatory requirements.

• Adhere to all company policies, procedures, professional standards, and legislative requirements.

• Participate in ongoing internal and external education and professional development activities.

• Promote a culture of workplace safety by identifying and reporting hazards, participating in Health & Safety activities, and ensuring Accident Reports are completed within required timelines for direct reports.

• Perform other related duties and responsibilities as assigned.

• Demonstrate knowledge of Standards of Practice guidelines of Provincial regulating body.

• Responsible for overseeing the performance management of all field-based licensed and unlicensed staff, including addressing performance concerns, implementing remediation plans, and ensuring appropriate follow up documentation.

• Clinical Practice oversight, ensuring nurses adhere to professional standards policies, procedures, and client-specific requirements.

• Competency management, including identifying training needs and ensuring staff maintain required certifications and competencies.

• Clinical coaching and mentorship for field nurses, particularly when practice concerns or performance gaps are identified.

• Perform additional duties as required

REPORTING RELATIONSHIPS

The Clinical Operations Manager reports to the National Director Polar Valley Investments. Administrative and Licensed or unlicensed field employees report to the Manager of Clinical Practice unless alternate reporting relationships have been established.

QUALIFICATIONS

Education

Graduation from an accredited School of Nursing, preferably with a Bachelor of Nursing degree; current registration with the provincial regulating body.

Experience

At least five years of recent experience with progressive responsibilities as a Nursing Supervisor, preferably in a Northern setting; strong track record in leading the development and evaluation of training programs; demonstrated ability to handle all aspects of human resources and interpret company policies and procedures; experience in business development preferred.

Other Skills and Abilities

Must be fluent in both English and French and able to write in both official languages. Exceptional interpersonal skills and ability to handle difficult situations in an objective consistent format; ability to work independently and effectively lead a team; above average report writing and communication skills with both Field and Administrative employees; valid driver’s license and evidence of current CPR certification; solid knowledge of the principles, practices, and methods of nursing and service delivery to clients as well as program development, implementation and evaluation.

Internal candidates must have a track record of achievement in dealing with clients and employees and have consistently shown above average initiative. Successful internal candidates must complete a six-month probationary period specific to the Manager of Clinical Practice position.

STANDARDS OF PERFORMANCE

The Manager of Clinical Practice must demonstrate ongoing competency in completing all duties and

responsibilities as detailed in this job description, in response to changes by the provincial regulating body, as well as agreed upon specific goals and objectives.

Salary Range: $85,000 - $90,000