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Added 1 min ago
BV
CUSTOMER SERVICE ASSISTANT
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Lifemark Health Group

Program Manager, WSIB Programs, Ontario

Toronto, ON, Canada

$100,000 to $120,000 CAD / year · Full-time

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Job details

Pay: $100,000 to $120,000 CAD / year
Job type: Full-time
Apply by: Nov 23, 2026
Experience: 7–10+ years of experience in program management, healthcare operations, or large-scale service delivery
Posting language: English
Posted: Oct 16, 2026

Original job description

Location: This role will be hybrid based out of Ontario and will involve travel to our locations and client sites.

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 providers in community rehabilitation, workplace health and wellness and medical assessment services. Lifemark was acquired by Loblaw Companies on May 10, 2022.

The Opportunity:

The Program Manager is accountable for the end-to-end delivery of Lifemark’s centralized operating model supporting the WSIB programs.

Reporting into the Senior Director, Channel Operations this role serves as the primary point of contact for WSIB, and the Ontario Workers’ Network, and is responsible for overseeing intake, triage, provider network performance, reporting, billing integrity, and service quality across a province-wide network of Lifemark clinics.

The successful candidate will lead a centralized coordination function that ensures injured workers are triaged, treated, and supported through return-to-work in a timely, consistent, and high-quality manner, aligned to defined service level expectations.

Programs you'll be accountable for: WSIB Specialized Care Program/Ontario Workers’ Network (OWN); WSIB Interdisciplinary Treatment Program of Care; WSIB Musculoskeletal Program of Care; WSIB Mild Traumatic Brain Injury Program of Care; Mental Health Program of Care

Key Responsibilities:

Client Leadership & Governance

Act as the primary interface with the WSIB & OWN for all operational matters
Lead regular governance activities including operational updates, Monthly and Quarterly Business Reviews
Provide proactive communication on program performance, risks, and system pressures
Manage issue escalation and resolution in collaboration with the client

Central Coordination Services (CCS) Operations

Oversee centralized intake, triage, and referral allocation across the province
Ensure workers are matched to appropriate providers based on clinical need, location, and capacity
Monitor and ensure adherence to service level agreements (SLAs), including clinical standards, access, reporting and turnaround times
Coordinate scheduling, rescheduling, and no-show management through centralized processes
Ensure seamless coordination across Lifemark clinics
Oversee onboarding, credentialing, and ongoing program management within clinics
Identify gaps in geographic or service coverage and implement mitigation strategies
Act as escalation point for provider performance issues and conflict resolution

Quality Assurance & Clinical Alignment

Ensure consistent application of quality assurance processes across all providers
Monitor adherence to clinical pathways, documentation standards, and reporting requirements
Partner with clinical leadership to address quality gaps and identify training needs
Drive consistency in service delivery across a multi-provider network

Data, Reporting & Business Intelligence

Oversee development and delivery of program reporting and performance dashboards
Monitor key performance indicators including return-to-work outcomes, service timelines, and provider performance
Analyze trends and translate data into actionable insights and recommendations
Ensure standardized data collection and reporting processes across all providers
Sharing and socializing data insights that inform clinics and leadership on status of the program

Financial Oversight (Billing & Block Model Integrity)

Oversee centralized invoicing and billing processes across all providers
Ensure accuracy and compliance with WSIB block funding requirements
Monitor financial trends, variances, and potential risks
Partner with internal finance teams to support audits, reconciliation, and reporting

Issue Resolution & Continuous Improvement

Act as the central escalation point for operational, clinical, and system-related issues
Lead root cause analysis and implement corrective actions
Identify opportunities to improve workflows, efficiency, and service delivery
Drive continuous improvement across the program based on performance insights

What we're looking for:

7–10+ years of experience in program management, healthcare operations, or large-scale service delivery
Experience managing multi-site or network-based service delivery models
Demonstrated experience with centralized operations, intake models, or care coordination systems
Proven ability to manage complex client relationships, preferably within insurance, WCB/WSIB, or public sector environments
Strong financial and operational acumen, including experience with reporting, billing, and performance management
Experience in rehabilitation, occupational health, or disability management is considered an asset

Core Competencies

Strong systems thinking and operational mindset
High level of ownership and accountability
Data-driven decision making and analytical capability
Ability to manage complexity and perform under pressure
Effective stakeholder management and communication skills

What Success Looks Like

Referrals are triaged and assigned efficiently across the network with minimal delays
Service level agreements are consistently met across all providers
The client has clear, timely, and actionable visibility into program performance
Billing processes are accurate, compliant, and transparent
Treatment clinics are aligned, high-performing, and accountable
Issues are identified and resolved proactively

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 lifemark.ca

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More about this job

Responsibilities

Lead end-to-end operations for Lifemark’s WSIB programs across Ontario, serving as the primary operational contact for WSIB and the Ontario Workers’ Network. Oversee intake, triage, provider performance, service quality, reporting, billing integrity, issue resolution, and continuous improvement across the clinic network.

Requirements

Requires 7–10+ years of experience in program management, healthcare operations, or large-scale service delivery, including experience with multi-site networks and centralized operations or care coordination. Candidates should bring strong client and stakeholder management, financial and operational acumen, and data-driven decision-making; rehabilitation, occupational health, or disability management experience is an asset.

Skills

Program Management
Healthcare Operations
Centralized Intake And Triage
Care Coordination
Multi-Site Service Delivery
Stakeholder Management
Provider Network Performance
Quality Assurance
Clinical Pathway Alignment
Data Analysis And Reporting
Performance Management
Billing And Financial Oversight
Issue Resolution
Continuous Improvement

Visa sponsorship

Not detected in the job text

Keywords

WSIB
Ontario Workers’ Network
Specialized Care Program
Interdisciplinary Treatment Program Of Care
Musculoskeletal Program Of Care
Mild Traumatic Brain Injury Program Of Care
Mental Health Program Of Care
Central Coordination Services
Intake
Triage
Referral Allocation
Care Coordination
Provider Network
Service Level Agreements
Return-To-Work
Clinical Pathways
Quality Assurance
Performance Dashboards
Key Performance Indicators
Program Reporting
Block Funding
Billing Integrity
Invoicing
Financial Reconciliation
Root Cause Analysis
Corrective Actions
Governance
Monthly Business Reviews
Quarterly Business Reviews
Rehabilitation

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