Job Description

Location: North York, Ontario (Hybrid - 4 days in-office at North York location or in-field with clients and 1 day work from home)
Job Type: Full-Time Permanent
About Lifemark Health Group - Stronger Than Ever
At Lifemark, we're more than a healthcare company -- we're a movement. With clinics across Canada, we're leading the way in injury recovery, patient care, and prevention. Our teams are united by one purpose: "Movement to a Better Life."
When you join us, you're not just taking on a job -- you're becoming part of a mission-driven, people-first culture where your leadership helps communities thrive.
The Opportunity: Bring your difference. Make a difference.
We're looking for a dynamic and purpose-driven Director, Rehabilitation Operations to oversee the operational performance, efficiency, and service quality of our Medical Rehabilitation business line across Canada.
In this hybrid leadership role, you will guide the national intake and coordination team, manage referral workflows, and partner closely with Sales and Account Management as well as our Clinical Operations team to ensure exceptional service delivery. If you're passionate about operational excellence, people leadership, and improving access to rehabilitation services, this is your opportunity to make a national impact.
Key Responsibilities:
Operational Leadership & Efficiency

• Lead national intake and coordination teams to ensure smooth referral flow and SLA compliance.
• Develop and implement standardized processes across regions to drive efficiency and consistency across Canada.
• Monitor key metrics (turnaround time, quality, workload balance) and lead continuous improvement initiatives across both intake and service delivery teams

Quality & Case Coordination

• Oversee case coordination to ensure timely, accurate communication between clinicians, payers, and referral sources.
• Conduct quality reviews of reports and pricing summaries to maintain operational and financial accuracy.

Team Leadership & Development

• Lead, coach, and develop Client Service Managers and team leads.
• Oversee onboarding, training, and performance management to build a high-performing team.

Business Performance & Reporting

• Prepare and analyze national SLA and performance reports.
• Partner with Finance on billing accuracy and revenue tracking.
• Collaborate with regional leaders to identify improvement opportunities.

Client & Stakeholder Management

• Serve as primary operational contact for insurer partners.
• Manage escalations and contribute to client meetings, presentations, and training sessions.
• Partner closely with Clinical Operations teams to ensure alignment.

Workforce Planning & Recruitment

• Align staffing levels with business demand and referral volumes.
• Support recruitment and retention strategies in collaboration with HR.

Account Alignment & Sales Collaboration

• Partner with Sales and Account Management to ensure alignment between operations and client expectations.
• Provide operational input for renewals, pricing, and strategic planning.

What we're looking for:

• Diploma or degree in healthcare administration, business, or related field.
• 5+ years in healthcare operations, rehabilitation services, or program management.
• Proven experience leading intake or coordination teams in a clinical setting.
• Strong skills in KPI/SLA management and process optimization.
• Excellent communication and stakeholder management skills.
• Proficiency in Microsoft Office, CRM tools, and SharePoint.
• Experience with third-party payers, insurers, or workers' compensation boards.
• Familiarity with healthcare billing and compliance standards.
• Knowledge of dashboard or analytics tools for operational reporting.

Inclusion
We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.
Accommodation
Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at talentatlifemark.ca

Skills Required