Bilingual Service Delivery Lead

This is a full time permanent remote opportunity and can be based anywhere in Canada.

Lifemark Health Group (LHG) is a market leader in customized healthcare solutions. With over 20 years of service excellence, LHG is one of the largest, most trusted, and most comprehensive providers in Canada. As a national healthcare company, LHG employs over 5,000 highly trained clinicians, medical experts, and team members in almost 400 locations coast-to-coast and continues to grow both organically as well as through acquisitions. With that growth is a vision to be the most innovative healthcare provider in community rehabilitation, workplace health and wellness, and medical assessment services. Lifemark was acquired by Loblaw Companies on May 10, 2022.

Role Overview:

The Bilingual Service Delivery Lead is responsible for the end-to-end management of external service providers, ensuring effective onboarding, operational performance, and alignment with organizational standards.

Reporting into the Director, Providers and Partnerships, this role provides oversight of service volumes, partner performance, and backlog management, while acting as a key liaison between external providers and internal operational teams. The Service Delivery Lead drives consistency, efficiency, and accountability across regions, ensuring high-quality service delivery.

External service providers are partners who deliver services to support organizational capacity, geographic coverage, or specialized service needs. These providers operate under defined agreements and are expected to meet established quality, performance, and operational standards.

Key Responsibilities:

Affiliate Relationship Management

• Serve as the primary point of contact for external providers.
• Build and maintain strong, collaborative provider relationships
• Address escalations, service concerns, and operational issues in a timely manner
• Support adherence to Terms & Conditions and contractual expectations with external providers.

National Volume Ownership & Regional Oversight

• Own and monitor external providers across all regions (ON, QC, ATL, West), along with international volumes.
• Identifying new opportunities with both existing and new partners
• Establishing a trusted advisor role with referral sources and provide consistent, superior relationship management.
• Assist in the preparation and distribution of materials, resources or training as required
• Identify regional trends, capacity gaps, and escalation risks
• Partner with OON Administration and regional teams to manage volume fluctuations and demand

Backlog & Aged Referral Management

• Maintain direct oversight of affiliate-related backlog, including aged referrals
• Drive accountability for timely movement of referrals through intake, acceptance, and booking
• Monitor and act on delays related to external providers or integration issues
• Participant in aged-related regional backlog weekly meetings to reduce backlog and improve turnaround times
• Align actions with existing aged referral tracking and reporting frameworks

Operational Oversight & Governance

• Oversee end-to-end external providers processes in collaboration with the OON Team Lead and Managers of Service Delivery Partners.
• Ensure adherence to defined work instructions and service workflows (e.g., onboarding, acceptance pathways, documentation)
• Maintain governance over external providers categorization and process consistency
• Identify and mitigate operational risks, including non-compliance or refusal scenarios

Reporting, Data Alignment & FCO Ownership

• Ensure alignment with existing reporting frameworks (including aged referral tracking and performance dashboards)
• Provide regular insights on external providers, backlog, performance, and risks
• Own and manage external FCO providers (Foreign Company Operations), ensuring operational alignment, oversight, and compliance where applicable
• Identify trends and recommend data-driven improvements

Cross-Functional Collaboration

• Work closely with OON Team Lead, Managers of Service Deliver Partners and internal stakeholders.
• Support coordination between intake, integration, and booking processes
• Partner with internal teams to improve provider experience and client outcomes

What we’re looking for:

• Must be fluently bilingual in English and French, with the ability to communicate effectively at a national level and build relationships with providers across multiple provinces, including Quebec
• 3–5 years of experience in provider relations, healthcare/rehabilitation services, network management, or a related field
• Strong understanding of operational workflows, referral management, and service delivery processes
• Experience managing external partners and provider networks, including international or cross-border service environments
• Strong analytical, reporting, and data interpretation skills, with the ability to translate insights into actionable recommendations
• Excellent communication, problem-solving, relationship management, and stakeholder engagement skills
• Demonstrated ability to work effectively in a cross-functional, national environment with multiple internal and external stakeholders

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 Talentatlifemark.ca

#LI-NC1