Director, Front Desk Operations Excellence

Position : Director, Front Desk Operations Excellence

Department : Operations

Reports to : Vice President of Operations Excellence

Location : Lifemark Health Group

Overview :

The Front Desk Operations Excellence Director is a key leadership role responsible for driving operations excellence and implementing best practices across all front desk and operations at Lifemark Health Group. This role ensures that customer service, administrative procedures, and overall client experience are consistently high-quality, efficient, and aligned with the company's values and goals. The Director will collaborate with Customer Care Managers, front-line staff, and corporate leadership to standardize processes, improve efficiency, and enhance client / patient satisfaction.

Key Responsibilities :

• Operations Excellence : Develop and implement consistent operational procedures and best practices for front desk operations across all Lifemark Health Group locations, ensuring uniformity and efficiency in processes, including billing and invoicing.
• Customer Experience : Lead initiatives aimed at improving the overall client experience, from the moment they arrive at the clinic to their departure. This includes ensuring that all front desk staff provide friendly, professional, and timely service.
• Staff Leadership & Development : Manage and mentor front desk managers (CCMs) and staff, fostering a culture of accountability, continuous improvement, and professional development. Facilitate training programs to enhance customer service, operational efficiency, and adherence to company policies.
• Process Optimization : Continuously assess and improve workflows, leveraging technology and data to streamline operations and reduce wait times. Proactively identify opportunities to enhance service delivery and operational performance.
• Performance Metrics : Develop and monitor key performance indicators (KPIs) to measure the effectiveness of front desk operations, including client satisfaction scores, operational efficiency, and staff performance. Use data to drive decision-making and improvements.
• Compliance & Quality Assurance : Ensure that all front desk operations comply with Lifemark's policies, procedures, and applicable regulations. Implement quality assurance protocols to maintain high standards of service.
• Collaboration with Other Departments : Work closely with clinic leadership, IT, finance, marketing, and data analytics teams to support operational initiatives and ensure cohesive strategies that align with the company's goals.
• Client Relations : Serve as a point of escalation for complex client issues, ensuring prompt and satisfactory resolution of complaints or concerns. Build strong relationships with clients to foster loyalty and retention.
• Innovation & Change Management : Lead change management initiatives related to front desk and store operations, ensuring smooth transitions when implementing new processes, technologies, or policies.

Qualifications :

Personal Attributes :

Key Relationships :

This role is vital to ensuring Lifemark Health Group maintains the highest standards of service and operational efficiency at the front lines of client interaction. The ideal candidate will be a dynamic leader who can balance strategic initiatives with day-to-day operations, driving continuous improvement and ensuring a superior client experience.

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 talent at