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Operation Team Lead

WELL Health

Calgary, AB

Job typeFull-time
SpecialtyProject
Posted2 weeks ago

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LocationT2G 0E6, Calgary, AB, CAOpen

eHealth role summary

The role is clinic operations leadership within a digital-health company and explicitly includes responsibilities for EMR/CHR improvements and migrations, workflow redesign, onboarding/training for digital tools and other clinic tech initiatives, so it involves working on health IT implementations.

About this role

Entity: WELL Health Clinic Network Inc.

Position Title: Operation Team Lead

Salary Range: $67,000 - $70,000 CAD per annum

Job Class: Full Time 

Work Location: INLIV, Calgary, AB 

 

About the Company: 

 

WELL Health Technologies is an innovative technology-enabled healthcare company whose overarching objective is to positively impact health outcomes by leveraging technology to empower and support healthcare practitioners and their patients and is publicly traded on the Toronto Stock Exchange under the symbol "WELL." As the largest clinic network in Canada, operating under the WELL Health Clinic Network brand, we currently have 220+ clinics across the country. Our team includes over 3,400 WELL Care Providers, facilitating more than 4.2 million patient interactions each year. Our clinics offer a diverse range of services, including walk-in appointments, family medicine, internal medicine, Kinesiology, sleep apnea treatment, botox procedures, and women’s health services.The company has built a comprehensive practitioner enablement platform which includes digital Electronic Medical Records (EMR), practice management software, practitioner enablement tools, telehealth platforms, digital health apps that extend the features of EMRs, billing and Revenue Cycle Management (RCM) solutions, patient engagement technologies, clinic optimization tools, data protection solutions and more. The platform empowers healthcare providers with digital healthcare products, tools, and services designed to enhance the delivery of care, and improve their patients’ healthcare experience and health outcomes. For more information about the companies, visit; www.well.company, wellclinics.ca


Position Summary

The Operations Team Lead plays a key leadership role in creating an exceptional client and employee experience within the clinic. This position is responsible for preparing, coaching, mentoring, and recognizing team members to foster a strong, client service-oriented culture.

Working closely with the Clinic Manager, the Operations Team Lead supports day-to-day clinic operations, oversees operational workflows, and ensures clinical programs run

efficiently and effectively. This role helps build a positive and collaborative work environment while supporting business initiatives, process improvements, and operational excellence.

The ideal candidate is a proactive leader who thrives in a fast-paced healthcare environment, enjoys problem-solving, and is passionate about supporting both team development and exceptional client care.

Reports To: Clinic Manager

Direct Reports Include:

  • Licensed Practical Nurses (LPNs)
  • Medical Care Coordinators (MCCs)
  • Client Care Coordinators (CCCs)
  • Essentials & Longevity Coordinators
  • Support Roles


What you will be doing:

Team Leadership & Development

  • Coach, mentor, recognize, and support team members to build a strong, service-oriented culture focused on exceptional client care.
  • Foster a positive, collaborative, and high-performing work environment.
  • Act as a trusted resource and advocate for team members, communicating successes, achievements, and operational needs to leadership.
  • Lead regular team huddles and participate in operational meetings to ensure alignment and communication across teams.
  • Support performance management, including coaching, accountability, development planning, and motivation to achieve team objectives.
  • Assist with recruitment and participate in the interview and hiring process for operational team members.
  • Coordinate onboarding and role-specific training plans for new team members to ensure successful integration and long-term success.

Clinic Operations & Workflow Management

  • Collaborate closely with the Clinic Manager to ensure operational efficiency, adequate staffing coverage, and long-term clinic stability.
  • Monitor workflows and operational processes to maintain a high standard of client service and clinic performance.
  • Identify opportunities to improve workflows, optimize efficiency, and enhance the client experience.
  • Challenge the status quo by refining and improving existing processes to support team productivity and clinic effectiveness.
  • Coordinate vacation, sick leave, and staffing coverage to support seamless clinic operations.
  • Support the onboarding of new clients and ensure a positive, consistent experience.
  • Maintain clear, accurate, and up-to-date operational documents, workflows, and procedures.

Policies, Procedures & Compliance

  • Support the creation, implementation, and ongoing maintenance of clinic policies, procedures, and Standard Operating Procedures (SOPs).
  • Review and update SOPs regularly (quarterly or as needed) to ensure operational consistency and compliance.
  • Ensure adherence to company standards, policies, and operational procedures.
  • Follow and reinforce established workflows to maintain efficient business operations.

Team Performance & Operational Excellence

  • Monitor and track team performance metrics, including but not limited to:
    • CHR audits
    • Referral follow-ups
    • Email response times
    • Client service standards
    • Workflow completion and operational KPIs
  • Support internal teams in achieving performance targets and operational goals.
  • Identify operational challenges and proactively implement timely solutions.
  • Work collaboratively with the Clinic Manager to resolve MCC, client, physician, and operational concerns.

Projects & Continuous Improvement

  • Lead or support special projects and operational initiatives, including but not limited to:
    • Onboarding and training program development
    • EMR/CHR improvements and migrations
    • Workflow redesign and process optimization
    • Clinic operational initiatives
  • Collaborate cross-functionally to support business development initiatives and clinic growth.
  • Identify opportunities for continuous improvement to enhance operational effectiveness and the client experience.

What Success Looks Like in This Role

  • A highly engaged, supported, and high-performing operations team
  • Exceptional client experience and service standards
  • Strong operational workflows and clinic efficiencies
  • Consistent accountability and performance monitoring
  • Effective onboarding, training, and staff development
  • A positive clinic culture where employees feel valued, recognized, and supported

Core Competencies

  • Leadership and team development
  • Strong communication and relationship-building
  • Problem-solving and critical thinking
  • Organizational and time management skills
  • Operational excellence and process improvement
  • Ability to adapt in a fast-paced environment
  • Client-focused mindset
  • Collaboration and emotional intelligence


The salary for this position falls within a defined range and will be determined based on several factors, including the candidate’s experience, qualifications, skills, and the needs of the organization. At WELL, we are committed to fair and equitable compensation and aim to provide a competitive salary that reflects the value and expertise of the successful candidate.


WELL is committed to fostering a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and lived experience. We strive to create an environment where differences are valued and contribute to our collective success – this is the WELL Way.


This recruitment process uses automated tools, including artificial intelligence, to help review applications. Qualified human decision-makers review these results and make all final hiring decisions.


WELL has been independently certified as a Great Place to Work® by the Great Place to Work Institute® Canada. This recognition reflects our commitment to building a workplace culture rooted in trust, inclusivity, and employee well-being. It also aligns with our Healthy Place to Work pillar and the priorities outlined in our annual Sustainability Impact Report. 


Want Read more about us: https://stories.well.company/