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 $72,521.00 - 109,341.00

1. Position Title & Reporting Structure

Position Title: Supervisor, Practitioner Network Operations
Department: Operations, GreenShield Health
Reports To: Manager, Therapy Operations
Direct Reports: PNO Specialists 

2. Position Overview 

The Supervisor, Practitioner Network Operations is responsible for overseeing (1) the growth of our affiliate provider network; and (2) the day-to-day clinical operations of the mental health / counselling clinical program.  

This includes:  overseeing credentialing, interviewing, orienting, and onboarding new providers; managing recredentialing cycles; and  overseeing the day‑to‑day clinical operations of the counselling program by ensuring efficient workflows, timely issue resolution, and strong provider support. Proactively address provider‑related concerns to minimize service disruptions, improve operational efficiency, and maintain a high‑quality client and provider experience.

The role ensures the delivery of a high‑quality, engaged, and scalable provider network that supports GreenShield’s mission to expand access to exceptional care. 

3. Key Responsibilities

Network Growth, Quality & Provider Engagement

• Lead and oversee all activities related to network expansion, including credentialing, interviewing, orienting, and onboarding new counselling providers.
• Develop, refine, and implement strategies to grow and strengthen the provider network based on identified gaps, utilization trends, upcoming launches, and organizational priorities.
• Build and maintain strong provider engagement by fostering positive relationships, supporting provider needs, and ensuring a high‑quality experience throughout the provider lifecycle.
• Continuously improve screening, onboarding, registration, and verification processes to enhance both quality and provider satisfaction.
• Support the design and execution of network retention and engagement initiatives to maintain a committed, high‑performing provider community.
  

Recredentialing & Compliance

• Oversee the full recredentialing lifecycle for counselling providers, ensuring compliance with clinical standards, regulatory requirements, and internal policies.
• Identify opportunities to streamline recredentialing workflows and enhance provider experience while maintaining rigorous quality standards.
• Ensure recredentialing processes reinforce ongoing provider engagement and alignment with program expectations.

Clinical Operations Support

Support the day‑to‑day clinical operations of the counselling program by:

• Acting as a primary operational contact for counselling providers and responding promptly to provider inquiries or concerns
• Coordinating resolution of provider‑related issues, including scheduling, documentation, system access, and workflow challenges
• Monitoring operational risks and service gaps and escalating issues as needed to ensure continuity of care
• Collaborating with internal stakeholders (clinical leadership, scheduling, credentialing, and systems teams) to support smooth program operations
• Supporting provider onboarding, transitions, and ongoing engagement to promote efficiency and retention

Team Leadership & Collaboration

• Supervise and support a team of Practitioner Network Operations Specialists, providing coaching, guidance, and performance oversight.
• Lead onboarding and training for new team members to ensure consistent, high‑quality execution of PNO processes and provider engagement practices.
• Support and guide the team in delivering provider information sessions, conducting screenings, and completing operational tasks required to support counselling providers.
• Collaborate with the Data Team to develop dashboards and reporting tools that inform decision‑making, track provider engagement and network health, and support internal stakeholders (e.g., Account Management, Business Development, Proposal Writing).

WHO WE'RE LOOKING FOR

• 3-5 years of experience supervising or mentoring staff in a healthcare or operational environment.
• Strong understanding of credentialing, recredentialing, and provider onboarding processes.
• Experience working with counselling or mental‑health provider networks is an asset.
• Demonstrated ability to build provider engagement and maintain strong provider relationships.
• Excellent communication, problem‑solving, and stakeholder‑management skills.
• Proficiency with data tools, dashboards, and operational reporting.

NICE TO HAVE

• Bilingual (English and French) is an asset.
• Experience in provider network operations, clinical operations, health services administration, or similar experience.

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.