Manager of Member Services & Engagement

Calgary West Central Primary Care Network•Calgary, AB

2d•Hybrid

About The Position

The Calgary West Central Primary Care Network (CWC PCN) is seeking a Manager of Member Services & Engagement for a full-time, temporary maternity leave contract position. This role involves providing managerial leadership to the Member Services & Engagement (MSE) team and acting as a program and project manager. The successful candidate will work collaboratively to enhance programs and services through monitoring, continuous improvement, and strategic communication. A key aspect of the role is to lead the team in identifying and implementing strategies to increase physician members’ and nurse practitioners’ understanding of and utilization of CWC PCN programs and services. The position is primarily work-from-home, requiring the candidate to be located within the Calgary Zone or surrounding areas. The contract is expected to run from September 2nd, 2026, to January 7th, 2028.

Requirements

A bachelor’s degree in a healthcare field, social science, or related area is required.
A minimum of two years’ experience in the healthcare industry.
A minimum of two years’ experience as a people manager.
A minimum of two years’ experience with project management.
Proficiency in the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams).
Proficiency in survey software (Alchemer or similar) and project management software (Monday.com or similar).
A clear Criminal Background check is required to start.
Must be located within the Calgary Zone or the surrounding area (e.g., Chestermere, Airdrie, etc.).

Nice To Haves

A minimum of two years’ experience working directly with physicians.

Responsibilities

Oversee departmental programs and projects related to membership services and physician relations, physician engagement and events, and practice support.
Manage projects for the MSE team, using project and change management methodologies, ensuring alignment with business objectives.
Oversee physician and nurse practitioner onboarding and offboarding activities.
Resolve physician or clinic staff complaints by investigating problems, developing solutions, preparing reports, and making recommendations to leadership as needed.
Work collaboratively to implement process improvements.
Act as a superuser for the Customer Relationship Management (CRM) tool and monitor its use and team compliance.
Review and monitor call coverage reports to ensure baseline targets are being met.
Lead and implement various surveys to monitor satisfaction and engagement.
Provide feedback reports and recommendations to leadership team for review (e.g., positive aspects, areas needing improvement, whether service is meeting needs of physicians and patients, etc.).
Research current provincial initiatives and priorities of physician organizations (e.g., AMA, CPSA, AHS) to maintain knowledge of political environment and primary care landscape.
Develop and manage the annual budget for the department.
Recruit, select, and hire employees for the team per workforce plans.
Implement performance management processes through annual reviews and ongoing performance discussions.
Manage team members’ time off and timesheets.