Manager of Member Services & Engagement

Description

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 youll provide managerial leadership to the Member Services & Engagement (MSE) team and act as a program and project manager. Youll work collaboratively to enhance our programs and services by participating in regular monitoring and continuous improvement activities as well as strategic communication planning. Additionally youll 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.

Requirements

Education: A bachelors 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 ( or similar).

Backgroundcheck: 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 PCNs 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 PCNs website will be moved forward in the recruitment process. This is a necessary step as we require important information from our application form.

Our hiring practices ensure that all qualified candidates are considered and decisions are merit-based. We invite applicants of all racial and ethnic backgrounds ancestry religious beliefs gender/gender identity sexual orientation age family/marital status and physical and mental disabilities.

The CWC PCN welcomes and encourages applications from persons with disabilities or those needing an accommodation based on any other protected ground. Accommodations are available upon request for candidates participating in the selection process. To request an accommodation please email .

We thank all applicants for their interest; however only shortlisted candidates will be contacted.

Posting will remain open until the role is filled.

Required Experience:

Manager

Employment Type : Full Time
Experience: years
Vacancy: 1