Operation Team Lead

WELL Health Technologies Corp•Calgary, AB

10h•CA$67,000 - CA$70,000•Onsite

About The Position

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.

Requirements

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

Responsibilities

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.
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.
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.
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.
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.