{"id":3097773,"url":"https://alion.io/job/active-care-management-partner-strategy-process-excellence-manager","title":"Partner Strategy & Process Excellence Manager","company":{"id":1059264,"name":"Active Care Management","domain":"active-care.ca","url":"https://alion.io/company/active-care","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Sales","role_family":"Sales","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Windsor, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50,"max":51,"currency":"CAD","period":"hour","gross":null,"usd_annual":72000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Matter","optional":false},{"name":"Microsoft Office","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-10-22T16:38:30Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T22:12:19Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Description\nReporting to the Vice-President, Case Management, this role is responsible for leading and coordinating priority initiatives that strengthen Case Management operations, service delivery, quality, efficiency, and partner relations. The mandate is designed to support the evolution of Case Management by bringing structure, discipline, and accountability to cross-functional initiatives, operational improvements, and provider oversight activities that directly impact emergency travel medical claims management.\nThe role provides project leadership, operational analysis, process improvement support, and change management coordination for initiatives within Case Management. It also has responsibility for developing a more formalized vendor and partner management framework for Air Ambulance and Medical Escort providers, including performance monitoring, relationship management, audit practices, reporting, invoice accuracy review, and escalation of service, cost, or quality concerns. This role acts as a key liaison between Case Management leadership, internal stakeholders, and external partners to ensure initiatives and provider relationships are aligned with operational priorities, customer experience, financial stewardship, and clinical/service quality expectations.\nWhat does your typical day look like?\nCase Management Initiatives and Project Leadership\nLead assigned Case Management initiatives that improve operational effectiveness, service quality, scalability, cost management, and customer-centric outcomes.\nTranslate business needs into clear project charters, objectives, scope, deliverables, timelines, accountabilities, and success measures.\nDevelop and maintain project plans, RACI matrices, workback schedules, stakeholder updates, risk logs, issue trackers, and implementation plans.\nMaintain a consolidated inventory of Case Management initiatives, including ownership, status, risks, milestones, dependencies, benefits, and target delivery dates.\nApply structured project management practices to large, mid-size, and small initiatives while tailoring the approach to the complexity and urgency of the work.\nSupport operational problem solving through practical methodologies such as A3, root cause analysis, process mapping, and lessons-learned reviews.\nIdentify project risks, resource constraints, stakeholder impacts, and change management needs, escalating appropriately to Case Management leadership.\nEnsure communication, training, readiness, and adoption planning are embedded into each initiative, including the use of change management practices such as ADKAR where appropriate.\nPartner with operational leaders, clinical resources, finance, client-facing teams, technology, and other stakeholders to ensure initiatives are coordinated and aligned.\nPerform other related activities, as assigned.\nAir Ambulance and Medical Escort Partner Oversight\nDevelop and maintain effective working relationships with Air Ambulance, Medical Escort, and related repatriation partners used by Case Management.\nEstablish a structured partner management framework that includes regular business reviews, performance expectations, escalation pathways, service standards, and documentation practices.\nDefine, monitor, and report on key performance indicators related to partner responsiveness, availability, mission quality, service consistency, cost competitiveness, invoice accuracy, and issue resolution.\nCoordinate regular meetings with high-volume and strategically important providers to review performance, discuss operational trends, address concerns, and reinforce expectations.\nDevelop and execute an audit protocol to assess mission quality, documentation completeness, pricing competitiveness, compliance with agreed expectations, and opportunities for improvement.\nPartner with Finance, Case Management leaders, and operational teams to support invoice review practices, cost visibility, variance identification, and timely resolution of discrepancies.\nIdentify risks related to provider capacity, service quality, cost escalation, documentation gaps, or operational dependencies, and escalate recommendations to leadership as required.\nSupport the development of provider scorecards, dashboards, reporting tools, and executive-ready summaries to improve transparency and decision-making.\nOperational Analysis, Governance and Subject Matter Support\nSupport the creation of business cases, requirements documents, operating procedures, governance tools, briefing materials, and decision documents for Case Management initiatives.\nAnalyze operational trends, volumes, costs, quality indicators, partner performance, and process gaps to support evidence-based recommendations.\nFacilitate working sessions, stakeholder meetings, project updates, partner reviews, and leadership discussions with clear agendas, decisions, actions, and follow-ups.\nServe as a subject matter resource on initiative governance, project delivery discipline, provider oversight practices, and operational improvement opportunities within Case Management.\nEnsure key stakeholders receive timely, accurate, concise, and actionable communications regarding initiative progress, risks, partner issues, and required decisions.\nLeadership, Collaboration and Change Enablement\nLead workstreams, working groups, or small teams as required to deliver Case Management initiatives and provider oversight activities.\nProvide direction, structure, coaching, and follow-up to individuals contributing to assigned initiatives, even where formal reporting relationships do not exist.\nPromote accountability, collaboration, and timely execution across stakeholders by clarifying expectations, decisions, responsibilities, and next steps.\nSupport adoption of new processes, tools, reporting practices, and partner management expectations by engaging stakeholders early and communicating the rationale for change.\nContribute to a culture of continuous improvement, operational discipline, customer focus, and shared ownership within Case Management.\nMajor Challenges\nBalancing multiple operational initiatives, partner oversight priorities, and urgent Case Management needs in a fast-paced 24x7 environment.\nBuilding structure and measurable outcomes in a complex operating environment where quality, clinical judgment, service experience, cost, and urgency must be considered together.\nEstablishing meaningful provider performance indicators, audit practices, and reporting mechanisms where standardized data may be limited or inconsistently captured.\nInfluencing stakeholders and partners without relying solely on authority, while maintaining productive relationships and clear accountability.\nDriving change adoption across teams, processes, and external partners while minimizing disruption to day-to-day operations.\nMajor Job Accountabilities\nEvaluate, plan, coordinate, and deliver priority Case Management initiatives that support operational excellence, customer-centric service, quality, cost management, and departmental transformation.\nDesign and maintain governance tools, project documentation, performance reporting, and decision-support materials that enable leadership visibility and accountability.\nDevelop and operationalize a partner oversight framework for Air Ambulance and Medical Escort providers, including scorecards, meetings, audits, issue tracking, invoice accuracy review, and escalation practices.\nProvide analysis and recommendations that support improved provider performance, service consistency, operational readiness, and financial stewardship.\nSuccess Measures \nPriority Case Management initiatives are delivered on time, within agreed scope, and with clear documentation, ownership, risks, decisions, and implementation outcomes.\nLeadership has reliable visibility to initiative status, milestones, risks, dependencies, benefits, and required decisions through consistent reporting and governance practices.\nAir Ambulance and Medical Escort partner performance is monitored through defined KPIs, scorecards, audit activity, regular reviews, and timely issue resolution.\nImproved transparency exists regarding provider volumes, costs, invoice accuracy, service quality, and escalation trends.\nStakeholders experience clear, concise, and timely communication that enables alignment, accountability, and informed decision-making.\nRecommendations are supported by sound analysis, operational insight, and alignment to Case Management priorities, customer experience, quality, efficiency, and financial stewardship.\nNew processes, tools, and partner management practices are adopted effectively and contribute to reduced redundancy, improved consistency, and stronger operational discipline.\nWhat skills and experience are we looking for?\nUniversity degree or college diploma in business, healthcare administration, management, operations, project management, or a related field.\nMinimum of 5 years of experience in project coordination, project management, operations, partner/vendor management, healthcare operations, insurance, assistance services, or a related environment.\nExperience working in or supporting travel assistance, emergency medical claims, repatriation, healthcare coordination, or case management operations is considered a strong asset.\nExperience developing dashboards, scorecards, audit tools, reporting processes, governance structures, or vendor performance frameworks is considered an asset.\nProject management training, certification, Lean/process improvement experience, or change management training is considered an asset.\nStrong English written and verbal communication skills; French and/or additional language skills are considered an asset.\nStrong project management, coordination, organization, and execution skills.\nStrong understanding of Case Management operations, emergency travel medical claims, repatriation processes, and the interdependencies between clinical, operational, client, finance, and partner activities.\nAbility to analyze operational data, provider performance, costs, quality indicators, and process gaps to develop practical recommendations.\nStrong relationship management skills, including the ability to work effectively with external providers, internal leaders, frontline operations, clinical resources, finance, and cross-functional stakeholders.\nSound judgment, professionalism, discretion, and ability to manage sensitive operational, financial, and partner-related information.\nAbility to structure ambiguous problems, foresee operational consequences, identify risks, and propose realistic solutions.\nClear and effective communication in both English and French (written and verbal) (mandatory) English will be used in particular to carry out daily follow-ups with other departments in our various offices, whether in Ontario, or elsewhere.;\nStrong written and verbal communication skills, with the ability to prepare executive-ready summaries, project updates, partner reviews, and decision documents.\nAbility to manage multiple priorities in a fast-paced, customer-focused, and time-sensitive environment.\nProficiency with Microsoft Office tools, including Excel, PowerPoint, Word, Teams, SharePoint, and project or task management tools.\nContinuous improvement mindset with the ability to build practical tools, templates, scorecards, dashboards, and processes that increase clarity and consistency.\nAvailability for occasional travel or partner meetings, estimated at 10-15%.\nWhen you apply:\nIf you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.\nWe offer you\nGlobal Excel offers more than a position\nCompetitive compensation package that includes annual salary review and annual performance bonus;\nExtensive benefit package including, health, dental, travel and health care spending account;\n3 weeks vacation;\nRRSP matching program; \nA profess...","description_format":"text","description_chars":12595,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Revenue Cycle & Medical Billing","Health Insurance & Benefits"],"lifecycle":[{"event":"open","at":"2026-10-22T16:38:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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