The Senior Workflow Specialist plays a critical role in enhancing the efficiency and effectiveness of clinic administrative operations. This position is responsible for optimizing appointment scheduling, workforce planning, and administrative workflows to support high-quality patient care and operational performance. Working closely with Operations Directors and cross-functional teams, the role combines data-driven analysis with hands-on operational support to drive performance, resource utilization, and optimal service levels for patients.
KEY RESPONSIBILITIES
Appointment Scheduling and Workforce Alignment
Collaborate with Field Operations to align clinic schedules, appointment templates, and staffing plans with patient demand and clinic performance goals.
Maintain and enhance workforce scheduling tools and processes to ensure consistency, accuracy, and compliance across the network.
Performance Monitoring & Analysis
Track and analyze key performance indicators (e.g., appointment fill rates, labour utilization, patient throughput) to identify trends, gaps, and opportunities for improvement.
Develop and deliver actionable insights through dashboards and reports using tools such as Excel, Power BI, or similar platforms.
Operational Support & Change Management
Support the design and implementation of operational initiatives, including workflow enhancements and scheduling strategies that improve patient access and staff efficiency.
Assist in the development of labor forecasts and staffing models in collaboration with Finance and Operations teams.
Contribute to change management efforts by supporting communication, training, and adoption of new processes and tools.
Continuous Improvement & Best Practices
Identify, build, and promote best practices in clinic operations, scheduling, and workforce management.
Partner with Medical and Operational Leadership to pilot and scale improvements across the clinic network.
QUALIFICATIONS
Bachelor’s degree in Business, Engineering, Healthcare Administration, Operations Management, or a related analytical field
3–5 years of experience in workforce management, clinic or healthcare operations, or performance improvement roles.
Proficiency with PMS systems for appointment scheduling (e.g., Vetup, Avimark) and workforce management platforms (e.g., Dayforce, Workday, Kronos), as well as data analysis tools (e.g., Excel, Power BI) is preferred
Strong analytical and critical thinking skills, with the ability to interpret complex data and translate insights into operational improvements.
Excellent communication and interpersonal skills; able to collaborate cross-functionally and influence stakeholders without direct authority.
Demonstrated ability to manage multiple priorities and support the implementation of new initiatives in a dynamic, fast-paced environment.
Experience in healthcare, multi-site operations, or service delivery environments is preferred.
