Manager, Evaluation and Service Excellence

South Calgary Primary Care Network; Calgary; Hybrid; CAD 110,000 - 145,000; Full time

Benefits offered by this job

Health benefits

RRSP matching

Paid time off

Professional development

Free parking

Job summary

South Calgary Primary Care Network is seeking a Manager, Evaluation and Service Excellence to lead evaluation services and the Service Excellence program. You will work with clinical and business managers to develop evaluation frameworks, KPI indicators, and continuous service improvements.

This role reports to the Director, Information Technology & Evaluation Services and oversees the Evaluation Team. The position requires strong leadership, data‑driven decision making, and experience managing

Qualifications

• Master’s degree preferred, especially in health sciences or related field.
• 5+ years in management, leadership and evaluation.
• Experience developing evaluation frameworks and KPIs.
• Ability to lead hybrid onsite/remote teams.

Responsibilities

• Coach, mentor, and performance manage staff to support career growth.
• Collaborate with ML T members to identify program areas for evaluation.
• Ensure SLA targets and queue management for service requests.
• Lead monthly dashboard analysis to support data‑driven decisions.
• Develop Budget and monitor performance with corrective actions.
• Lead the Service Excellence program and collaborate on improvement plans.
• Coordinate internal communications and stakeholder reporting.

Skills

Staff management

Evaluation methods

KPI development

Data analysis

Budget management

Communication

Hybrid workforce management

Education

Master’s degree

Health sciences background

Credentialed Evaluator

Management certificates

Job description

Status: Full-time, Permanent

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

Location: Primary Care Network Wellness Centre at #4000, 1800 194 Avenue SE; Calgary, AB

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

Reports to: Director, Information Technology & Evaluation Services

Oversees: Evaluation Team

Position Summary

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.

What Does the Role Do?

Staff Management

• 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.

Evaluation Services

• 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.

Service Request Fulfillment

• 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.

Reporting and Decision Making

• 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.

Budget Management and Performance

• 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.

Service Excellence

• 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.

Communication

• 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.

Who Should Apply?

• 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.
• Credentialed Evaluator designation would be considered an asset.
• Management and Leadership certificates would be considered an asset.
• 5+ Years’ experience in the following areas:
  • Management and Leadership
  • Evaluation

What Will Help You Succeed?

• Experience and knowledge of the healthcare industry.
• Ability to manage a small team of evaluators.
• In-depth knowledge of industry recognized evaluation frameworks and methodologies.
• Demonstrated experience with understanding and translating strategic goals into tactical goals and objectives to help support the success of the strategic plan.
• Excellent verbal and written communications skills coupled with strong presentation skills and the ability to communicate with all levels of the organization.
• Demonstrated ability to collaborate with others to ensure siloed thinking and actions are minimized so that the diverse members of the team/organization are working to achieve overall organizational success.
• Ability to coach and mentor others to help them develop in their roles and careers.
• Demonstrated ability to problem solve coupled with the drive and motivation to develop and execute mitigation plans as necessary.
• Ability to manage a hybrid workforce who work both onsite and remote during different times of the week such that team members are updated, engaged, and productive regardless of their location.

Working Conditions

• Normal office environment - Hybrid eligible one (1) day a week.
• Frequent interaction with management and staff from across the organization.
• Structured, yet dynamic environment to meet the changing needs of the business.
• Evening hours required every 4 - 6 weeks.
• Two supervisory references required.
• Criminal background check required.

Why Work At SCPCN?

It takes an outstanding team to deliver exceptional care.

Hello, we’re the South Calgary Primary Care Network. We are change makers, innovators and community builders. We are a uniquely Alberta approach to primary care delivery. We are a group of interprofessional teams and need you to be part of the movement to bring innovative primary health care programs and services to the residents of south Calgary.

Established in February 2006, the South Calgary Primary Care Network (SCPCN) includes the areas south of Anderson Road to the southern, western, and eastern city limits.

Employees of the SCPCN enjoy a comprehensive total compensation package that includes:

• Health, vision, and dental benefits
• Health spending and/or wellness account
• Employer matched group RRSP and/or TFSA plan
• Generous vacation, sick and flex days
• Professional development account and opportunities
• Free parking available at site

The SCPCN culture is defined by 5 core values: Innovation, Accountability, Integrity, Collaboration and Wellness. They provide a foundation on which we perform work and conduct ourselves. Our mission is to build healthier communities in south Calgary through the evolution and transformation of primary care in collaboration with our wellness partners.