Job Description

WHO WE ARE

When it comes to health, we’re always looking for ways
to push for better. It’s why we were founded in the first place. In 1957, our
founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health
by forgoing her own medicine to pay for her sick daughter’s prescription. He
knew there had to be a better way. So, he introduced North America’s first
prepaid drug plan, and GreenShield was born as a non-profit with a mission
to support better health for all Canadians.

We aren’t just a health and benefits company. We’re
the only non-profit social enterprise that brings worlds of coverage and
care together, all in one place.
We’re noble challengers, purposefully building a better
way and we need the best people to help us create a more holistic approach that
takes care of the mind and body.

Our mission is to create better health for all
Canadians, and we know that starts with our employees.

THE
ROLE IN A NUTSHELL

Base Salary: CAD $0.00 - 0.00

The Director, Compliance, Quality & Patient Safety is
responsible for leading the quality, compliance, audit-readiness, and
patient-safety framework across GreenShield Pharmacy’s integrated operations,
including specialty pharmacy, digital pharmacy, patient support programs,
nursing and infusion clinics, wholesale (DEL), logistics, and distribution.

The role owns the development and maturity of the Quality
Management System, SOP governance, incident reporting, root-cause analysis,
CAPA, training governance, audit management, pharmacovigilance oversight, and
quality reporting. This role ensures operational practices are compliant,
documented, scalable, and aligned with applicable regulatory, contractual,
manufacturer, accreditation, privacy-related, and internal governance
requirements.

The outcome of this role is a more mature, consistent, and
audit-ready quality infrastructure that supports patient safety, reduces
organizational risk, strengthens partner and regulator confidence, and enables
sustainable operational growth.

Key Responsibilities

• Own
  and mature the Quality Management System across pharmacy, patient
  programs, nursing/infusion, wholesale, logistics, and distribution,
  ensuring quality standards are translated into practical day-to-day
  operating procedures.
• Provide
  governance over SOPs, policies, work instructions, operational workflows,
  document control, versioning, review cycles, approvals, change management,
  archiving, and audit retrieval.
• Lead
  the training governance framework, including LMS oversight, role-based
  training requirements, training records, SOP acknowledgements, and
  learning documentation to ensure teams are trained, compliant, and
  operating consistently.
• Lead
  the organization’s audit-readiness framework and support internal audits,
  external audits, inspections, accreditation activities, and partner
  reviews.
• Ensure
  operational practices align with applicable OCP, Health Canada,
  DEL/wholesale, manufacturer, PSP, pharmacovigilance, AE/PQC,
  privacy-related, contractual, and internal governance requirements.
• Coordinate
  audit responses, remediation plans, evidence packages, reconciliation
  requirements, quality checks, and follow-up actions through to closure.
• Lead
  the framework for identifying, reporting, investigating, escalating, and
  trending quality events, operational incidents, patient-safety concerns,
  service failures, cold-chain issues, documentation gaps, privacy-related
  operational deviations, and compliance issues.
• Ensure
  root-cause analysis, corrective and preventive actions (CAPA),
  effectiveness checks, and trend reviews are consistently completed and
  documented.
• Drive
  a culture of transparency, learning, accountability, patient safety, and
  continuous improvement.
• Own
  the training governance framework for pharmacy, nursing/infusion, patient
  programs, One Point case management, customer service, pharmacy
  assistants, logistics, wholesale, and related operational roles.
• Define
  role-based training requirements, onboarding standards, SOP training,
  competency expectations, LMS documentation, training records, retraining
  requirements, and evidence of completion for audit purposes.
• Partner
  with operational leaders to ensure teams are trained to perform their
  roles consistently, safely, and in alignment with approved procedures,
  without owning day-to-day operational performance or CI delivery.
• Develop
  quality reporting and key quality indicators to provide visibility into
  compliance posture, audit readiness, patient-safety trends, CAPA status,
  training compliance, PV/AE/PQC compliance, and emerging risks.
• Establish
  and lead cross-functional quality governance, including a Quality and
  Patient Safety Council, to review trends, escalate risks, and drive
  accountability for remediation.
• Partner
  with operations, clinical, technology, privacy, legal, risk, finance,
  people, and external stakeholders to embed quality expectations into daily
  operations and transformation initiatives.
  
  

WHO WE'RE LOOKING FOR

• Undergraduate degree in pharmacy, nursing, health sciences, life sciences, healthcare administration, quality management, business, or a related field.
• Professional background in healthcare, pharmacy, patient support program operations, quality, compliance, patient safety, regulatory affairs, or regulated operations.
• 7+ years of progressive experience in quality, compliance, pharmacy operations, healthcare operations, patient support programs, nursing/infusion operations, specialty pharmacy, regulated distribution, logistics, or a related regulated environment.
• Experience with SOP governance, audit readiness, incident management, CAPA, training governance, quality systems, or compliance oversight.
• Strong working knowledge of quality management systems, SOP governance, document control, incident reporting, root-cause analysis, CAPA, change control, training governance, audit readiness, and patient-safety frameworks.
• Knowledge of regulated healthcare, pharmacy, specialty pharmacy, patient support programs, nursing/infusion, wholesale, logistics, or distribution environments, including the operational realities of frontline teams.
• Understanding of applicable regulatory, professional, contractual, manufacturer, pharmacovigilance, AE/PQC, privacy-related, accreditation, and internal governance requirements, including OCP and Health Canada expectations where applicable.
• Knowledge of LMS administration, role-based training programs, training records, competency documentation, SOP acknowledgement processes, and audit evidence requirements.
  Build and mature quality, compliance, training, audit-readiness, and patient-safety frameworks across complex operational environments.
• Translate regulatory, contractual, quality, and patient-safety requirements into practical standards, SOPs, work instructions, training requirements, and governance processes.
  Lead audit preparation, audit response, remediation planning, evidence collection, CAPA tracking, and follow-up to closure.
• Develop role-based training frameworks and partner with operational leaders to ensure staff are trained, competent, and working in alignment with approved procedures.
• Communicate clearly with executives, operational leaders, frontline teams, auditors, regulators, manufacturers, PSP partners, and cross-functional stakeholders.
• Influence leaders and teams without direct authority, using sound judgment, credibility, structure, and practical problem-solving.
• Building structure in areas where processes, documentation, training, or accountability are fragmented or immature.
• Balancing compliance expectations with operational practicality in a fast-paced, multi-site healthcare environment.
• Identifying risk, prioritizing gaps, escalating issues appropriately, and driving sustainable remediation.
• Creating a culture of quality, documentation discipline, audit readiness, patient safety, and accountability.
• Maintaining independence and quality discipline while partnering constructively with operational leaders.

Nice to Have:

• Graduate degree in healthcare administration, business, quality management, regulatory affairs, patient safety, or a related discipline.
• Licensed pharmacist, nurse, or other regulated healthcare professional.
• Quality, patient safety, risk, regulatory, privacy, project management, Lean/Six Sigma, audit, or change management certification.
• 10+ years of progressive experience in a regulated healthcare, specialty pharmacy, PSP, pharmaceutical, wholesale, distribution, or infusion clinic environment.
• Experience with Health Canada, DEL, OCP, manufacturer audits, PV/AE/PQC obligations, PSP audits, pharmacy accreditation, and multi-site healthcare operations.
• Prior people leadership experience preferred.

THE CULTURE

We believe a career should be meaningful. Not just a
means to earn a living. Our culture is one where everyone's voice is heard and
valued. Because that’s what it takes
to create better health for all. We dare to challenge the status quo. And we’re
driven by people who have challenged theirs. We believe that your
workplace should empower you to be the best version of yourself. That’s why we provide a
place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are
critical to our overall success. Inclusivity makes us a stronger, smarter and
more informed organization. Being intentionally inclusive of diverse
backgrounds, perspectives and experiences will enhance our company culture to
positively impact how we support our communities. A career at GreenShield isn’t just about personal
achievements, it's about making a
difference together.

Here’s to Better Health for All!

A
FEW MORE DETAILS

Proficiency in English is required
for this position. As part of this role, you will be required to communicate
with colleagues or customers who use English as their primary language. By requiring English proficiency for this
position, we aim to ensure that our employees can excel in their roles,
collaborate, and communicate effectively, and contribute to the success of our
organization.

GS supports diversity, equity and
inclusion in our teams and communities, and we value the unique contributions
made by all. Even if your experience doesn’t align perfectly to every
requirement, we invite you to apply. We encourage applications from
all candidates and will accommodate needs under human rights legislation
throughout all stages of the recruitment and selection process. Please let us
know of any accommodation through requestforaccommodation@greenshield.ca. Information received relating to
accommodation will be addressed confidentially.

Providing this information gives
GS consent to use your personal information to assess your suitability for
specific positions, future opportunities or for your personnel file. Your
résumé will be held in strict confidence and will be viewed only by the
Organization. Information may be stored outside of Canada and could be used for
aggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.