Program Supervisor

Edmonton O-day ‘min Primary Care Network has a permanent full-time Program Supervisor position available. Reporting to the Program Manager, this role plays a key part in supporting the delivery of high-quality healthcare programs by providing day-to-day supervision and leadership to the EOPCN Medical Home team.

The Program Supervisor leads quality improvement initiatives supporting the Patient’s Medical Home (PMH) model by collaborating with physicians, clinic staff, and the EOPCN team. This role involves project management, stakeholder engagement, strategic change management, and staff leadership, including hiring, coaching, and performance oversight. The supervisor also monitors and reports on the progress of Medical Home initiatives to EOPCN leadership.

This position is Monday to Friday, in-person, at the EOPCN central office.

KEY RESPONSIBILITIES & DUTIES

• Oversee the day-to-day delivery of program activities to ensure alignment with organizational goals, policies, and quality standards
• Provide direction to team members, manage routine issues, and escalate complex matters to the Program Manager as needed
• Maintain high standards of service delivery by ensuring adherence to established processes and documentation practices
• Train and guide staff on best practices, process updates, and policy changes within program area
• Track program volume outputs and consistently respond with workload balancing
• Participate in program service delivery as needed
• Identify opportunities for process improvement and recommend enhancements to program efficiency and effectiveness
• Keep team informed of organizational updates impacting service delivery
• Supervise and coordinate team projects, ensuring effective resource allocation and collaboration across sites when necessary
• Provide leadership to staff, including recruitment, coaching, mentorship, and performance management
• Collaborate with Program Manager and Human Resources on hiring, onboarding, and employee relations, while reporting on recruitment progress and performance concerns
• Support staff development through coaching, regular one-on-one meetings, annual performance reviews, and the creation of individual development plans
• Promote a positive team environment focused on collaboration, engagement, and service excellence
• Manage staff scheduling, workload distribution, and vacation coverage to ensure seamless program operations
• Contribute to special projects as assigned by the Program Manager or Program Director

QUALIFICATIONS

• A 2-year post-secondary diploma in a related field, or an equivalent combination of education and progressively responsible experience (minimum 3+ years) in a healthcare setting with a focus on patient and client service.
• Demonstrated project management experience in healthcare environments, including familiarity with structured methodologies such as LEAN, Six Sigma, Waterfall.
• Ability to lead or support initiatives involving workflow optimization, system changes, or service redesign.
• Formal change management training or experience, with preference given to candidates familiar with Prosci methodology, ADKAR model, or similar frameworks. Experience supporting individuals and teams through operational change is an asset.
• Leadership training or supervisory experience is strongly preferred. Ability to guide teams, model professionalism, and influence change in a collaborative and service-oriented environment.
• Strong proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and Electronic Medical Records (EMRs) is required; experience with systems such as Med Access, HealthQuest, Ava or Accuro is an asset.
• Experience using relational databases or reporting tools such as SQL, and Power BI, is an asset.
• Strong communication, organizational, and problem-solving skills, with demonstrated ability to work independently and manage competing priorities.
• A current criminal record check with vulnerable sector screening is required prior to the start date.