Manager of Member Services & Engagement

About the role

Status: Full-Time, Temporary (Expected Contract Dates: September 2nd, 2026 - January 7th, 2028) Vacancies: One FTE: 1.0 Schedule: Monday - Friday, 8:30 a.m. - 4:30 p.m. Location: Calgary Zone Work model: Primarily work from home Benefits: Yes The Calgary West Central Primary Care Network (CWC PCN) is a non-profit organization committed to a healthier future. As a Primary Care Network, we work alongside hundreds of family doctors (our members) to support the patient-doctor relationship and provide programs and services at no cost to doctor or patient. As the Manager of Member Services & Engagement, you'll provide managerial leadership to the Member Services & Engagement (MSE) team and act as a program and project manager. You'll work collaboratively to enhance our programs and services by participating in regular monitoring and continuous improvement activities, as well as strategic communication planning. Additionally, you'll lead the team in identifying and implementing strategies to increase physician members' and nurse practitioners' (NPs') understanding of and utilization of CWC PCN programs and services. This is a full-time, temporary position (maternity leave contract), with an expected contract date of Sept. 2, 2026 to Jan. 7, 2028. This role is primarily a work-from-home position with occasional in-person responsibilities; therefore, the successful candidate must be located within the Calgary Zone or the surrounding area (e.g., Chestermere, Airdrie, etc.). 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. Education: A bachelor's degree in a healthcare field, social science, or related area is required. Experience: The following experience 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. The following experience is an asset: A minimum of two years' experience working directly with physicians. Technical: 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). Background check: A clear Criminal Background check is required to start. Why work for us? We have been recognized as an Alberta Top 85 Employer for 2026. The CWC PCN is a leader in the provision of primary care through collaboration, innovation, and teamwork, creating healthy patients and satisfied providers. Employees of the CWC PCN enjoy a competitive salary and benefits package that includes employer-paid premiums for health and dental benefits, health spending/wellness account, eligibility to contribute to our group RRSP plan and receive an employer match, flexible working options, generous vacation and personal time off allowances, education days, as well as professional development opportunities. The CWC PCN is committed to providing a physically, emotionally, and psychologically safe environment for all workers, patients, and visitors. We are also committed to promoting policies internally that ensure team members across the organization feel they belong and can perform to their best capacity in a supportive and respectful work environment. How to apply To apply for this position, please submit your application to the posting on the CWC PCN's website. When you apply, please include the following: Resume Cover letter Due to the high volume of applications we receive, only those who apply through the CWC PCN's website w

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