53 Case Management jobs in Canada

Job Description

Salary: $25 -$26

Position Title:

Settlement Worker - Case Management

Position Summary:

We are seeking a compassionate and resourceful Settlement Worker - Case Management to join our Settlement Services team for an 18-month leave of absence coverage. This role focuses on supporting multi-barrier immigrant and refugee participants by helping them navigate the health care system and access essential settlement services.

You will work closely with individuals and families to assess their needs and strengths, develop individualized action plans, connect them with community resources, and empower them to adapt and thrive in their new environment.

Reporting Structure:

Reports to Settlement Services Manager

Prime Functions:

Facilitating and delivering effective Case Management Settlement Services

• Provides accompaniment to multi-barrier participants for medical appointments as needed, and offer practical, hands-on support while in clinics, hospitals, labs, and any other health care services for them to be able to navigate the healthcare system
• Monitors participants attendance to medical appointments and problem solve with them about any missed appointments
• Works closely with the Settlement Services Coordinator in program planning and delivery for multibarrier families
• Engages in outreach to make connections with newly arrived (including those transitioning from RAP) and/or hard to reach families
• Carries out intake and assessment with participants, and develops wraparound support plans through one-on-one consultation with participants
• Develops, updates and delivers information and orientation group workshops on Life and Essential Skills, Literacy and Numeracy, Employability Skills, and Social and Emotional Support and other relevant themes
• Facilitates communication between various systems including health care system and participants who have language and cultural barriers; follows up with participants/referral agencies to assess effectiveness of services and referrals
• Provides home outreach and visitation for participants as needed
• Obtains participants written consent for the release of information to agencies on an as needed basis

Participating as a proactive member of the Immigrant Services team

• Maintains regular contact and consultation with community agencies to ensure participants access to required services and resources and to monitor, discuss and evaluate participant cases
• Ensures effective two-way communication between Immigrant Services team and KCR; Assists in identifying gaps and issues in the delivery of Settlement services including Case Management
• Markets and promotes Settlement services under the direction of the Settlement Services Coordinator
• Participates actively in professional development and training opportunities
• Participates in team meetings; Assists in short- and long-term planning

Monitoring, documenting and maintaining accurate participant settlement data

• Generates and submits monthly activity reports to the Immigrant Services Manager
• Accurately inputs and maintains participant information and progress on iCARE and participant files
• Prepares exit plans for participants, provides follow-up and collects evaluation data
• Ensures participants sign KCR disclaimers
• Ensures that all participant information files are maintained in a confidential manner and disposed of in a secure fashion

Qualifications:

• Post-secondary education (diploma/degree) in Human Service field, health care field or the equivalent combination of education and experience
• Experience addressing settlement needs and challenges faced by multi-barrier immigrants and refugees or with individuals facing social, emotional and mental health issues/ trauma
• Familiarity with issues facing newcomers and vulnerable populations and barriers facing immigrants in regards to integration in education, social, cultural, and economic aspects of Canadian life
• Knowledge of community resources and agencies, including professional and specialized services for at-risk or marginalized populations, and how to use those resources for the benefit of the participants
• Experience working alongside the healthcare system an asset
• Experience using case planning and case management principles an asset
• Excellent interpersonal, cross-cultural, written and verbal communication skills
• Language or cultural proficiency, knowledge and experience in cross-cultural communication and service methods appropriate to clients with low Literacy and low English skills
• Language and cultural proficiency in Arabic, Farsi, and/or Spanish is preferred
• Demonstrate computer proficiency, including use of Microsoft Office suite and related databases (iCARE)
• Ability to set boundaries and self-care (e.g. knowing the boundaries financial, personal, medical, legal, conflict of interest, confidentiality, etc.)

Benefits:

• 3 weeks vacation
• Paid sick leave
• Group benefits include extended health, dental, and paramedical
• Health spending account
• Pension contribution
  

Application Process:

KCR Community Resources has a strong commitment to diversity and inclusion and encourages candidates from all backgrounds to apply.

We will strive to provide reasonable accommodations, accessible formats, and communication support upon request to all candidates in all aspects of the recruitment and selection process.

If you require accommodation as part of the application process, please contact the People and Culture at our main office at .

About KCR Community Resources:

KCR is a not-for-profit agency fostering diversity, collaboration, and resourcefulness by tailoring services to meet the community, family, and individual needs. We believe in a community where individuals and families are supported in leading healthy, productive, and fulfilling lives.

We value inclusion and relationships built on mutual trust, recognizing each other's contributions, expertise, and opinions.

We strive to create a safe and welcoming work environment where collaboration and valuing people's strengths are at the core of our day-to-day interactions.

Job Description

STRATEGIC ● EMPATHY ● COLLABORATIVE ● INNOVATIVE ● PASSIONATE

OVERVIEW

A growing, community-based organization that provides support for youth in the Region of Peel. A leading organization recognized for its commitment to providing youth with the resources and services to help them achieve independence and growth.

EDI-B VALUES

The success of an organization stems from a team that is aligned with its mission and vision, where decisions are made in the best interests of the clients they serve and the marginalized and vulnerable populations across our communities. Through this effort, all team members embrace their role in the organization with respect and dignity for all stakeholders. Through these partnerships, everyone is focused on ensuring a commitment and responsibility toward anti-racism, anti-oppression, equity, diversity, inclusivity, and belonging.

MISSION

Reporting to the Director of Client Services and Wellness, you will guide the work of a team of intensive case managers and case management support staff, based on the principles and best practices of Housing First for Youth. You will manage all case management functions at the organization, including intensive case management services and supportive services that support youth to achieve their individual goals.

Case Management Services provides intensive, client-centered case management to vulnerable and chronically homeless youth (ages 16–24) in the Region of Peel. Working within a trauma-informed, anti-oppressive, and harm reduction framework, Case Management Services supports youth in achieving housing stability and long-term well-being through assessment, planning, facilitation, care coordination, engagement, evaluation, and advocacy. Case Management Services are provided at all organizational sites, including emergency shelter, transitional housing, and the community.

The Pod Group is partnering with this organization to place a hands-on, collaborative, and compassionate individual to fulfill the Case Management Services Manager position.

PRIORITIES

• Lead programs and services. Using Housing First for Youth and Harm Reduction principles and best practices, you will develop and manage the delivery of intensive case management services and supports for youth. Programs in this portfolio include the following:
• Intensive Case Management Services – You will oversee the delivery of youth-driven, housing-first intensive case management services and supports, to include assessment using Social Determinants of Health domains, risk assessment, safety planning, and provision of services to support client goals.
• Client Supports – You will operationalize flexibility and low-barrier access as the primary goals of case management interventions.
• Ongoing Quality Improvement: You will consistently identify and address systemic barriers to ensure timely access to essential support and services that promote youth housing stability, overall wellness, and long-term self-sufficiency.
• Provide team leadership. You will lead team meetings, case consultations, and skill-building activities across all organizational sites to ensure consistency and effectiveness of case management services.
• Develop Internal Competencies & Capacity Building. You will assess, analyze and prioritize a training and capacity building plan to elevate the awareness and understanding of case management practices and competencies of all staff across the organization.
• Team Development. You will implement accountability measures, such as observing case management meetings with youth, reviewing reports, and conducting caseload reviews. You will manage bi-annual file audits, provide constructive feedback, and evaluate direct reports to identify growth opportunities. Collaborating with the Manager of Quality & Program Development, you will strengthen program evaluation and continuous improvement efforts.
• Collaborative of Services. You will work with organizational managers and external partners to develop and deliver evidence-based, collaborative case management programs. Participate in the agency's on-call rotation.
• Ensure risk and compliance management. You will assess and mitigate risks, ensuring compliance with regulatory standards and adherence to professional codes of ethics. You will develop and execute risk management strategies for case management services.
• Drive strategic planning. You will integrate research, innovation, and best practices into program delivery while collaborating with leadership and front-line teams to implement effective strategies and partnership opportunities.
• Foster Equity, Diversity, and Belonging. You will embed cultural humility and inclusivity in case consultations and program delivery. As a role model, you will cultivate an inclusive organizational culture and develop leaders, integrating equity and belonging into all interactions and practices.

Requirements

TALENTS & EXPERTISE

• The education and experience. You have a Bachelor's Degree in Social Work, Psychology, Child and Youth Work, or related field. Masters in a related field is considered an asset. You have at least 3 years of experience in the housing and homelessness sector in a case carrying role, prior to management experience.
• The management experience. You have a minimum 3 years of experience working as a supervisor/manager in the housing and homelessness sector. You have site and team management experience, including exposure to human resource management (union experience is a strong asset), financial management, program management, evaluation design, or systems design.
• The case management knowledge. Y ou understand best practices and current literature in case management assessments and evidence-based case management modalities when working with youth. You demonstrate an understanding of issues relating to youth homelessness and the barriers youth face in attaining and maintaining their housing, as well as an understanding of the broader housing sector in Peel.
• The leadership. You are a demonstrated leader with excellent communication, presentation, organization and interpersonal skills with a passion for supporting the most vulnerable and marginalized youth in our community. You are passionate about mobilizing individuals and teams to drive change and collaborating with partners and stakeholders at all levels to build consensus.
• The ethical drive. You hold yourself to high moral standards, have a strong character and exercise sound judgment even in the most challenging situations. You are a champion of Equity, Inclusion and Belonging, specifically focusing on Anti-Black Racism.
• You have flexibility to work in a 24-hour, 7 days a week operation, while supporting an on-call rotation.
• You possess a valid Ontario’s full G Driver’s Licence is required, with a clean driver’s abstract.
• A $2,000,000 minimum liability car insurance coverage is also mandatory.
• Must be able to travel and support youth in the community and all locations (local travel is required on a regular basis).
• You have valid CPI and/or UMAB and First Aid/ CPR certifications.
• You complete a successful Vulnerable Sector Check/Criminal Record Check as a condition of employment.
• You are fully vaccinated against COVID-19, subject to applicable legislation.

THE POD GROUP

The Pod Group (PG) is a creative consulting group that provides customized and innovative solutions to support our client’s growth and ultimate success while promoting the integration of equity, diversity, inclusion and belonging in creating culture and engagement.

We balance strategy and people to help community organizations make better use of their resources by focusing on building the competencies to promote people-centric organizations.

The Pod Group has great success in serving a number of community sectors including health, social services, developmental, housing, mental health, and community health care.

We promote a unique approach while incorporating marketing and human resources as an integral component of strategy, mission, and vision. This focus aligns strategy with the development of a culture that embraces all stakeholders and a community spirit, while ensuring an effective plan that meets the requirements of the organization.

Job Description

Case Management Clinician, Oxford

Direct Service - OPSEU
Full-Time, Contract (End date: February 28, 2026)

Woodstock, Ontario (Oxford Zone)

- Application Deadline: October 8, 2025 -

A Case Management Clinician works within a multi-disciplinary team, providing support to individuals presenting with persistent and severe mental illness, co-occurring disorders, dual diagnoses and the accompanying barriers experienced, to improve one’s health and quality of life.

The Case Management Clinician assesses the person’s needs, strengths, and supports to co-develop goals and a customized recovery and support plan.

Consider revitalizing your career and making a difference in your community by joining our team!

WHAT WE'RE OFFERING:

• What you'll be making - Starting rate for this role is $30.01  per hour (Level 1 of the Direct Service, Regulated Professional Grid) ;
  • Successful external applicants will start at Level 1, with grid progression based on seniority up to Level 8, $37.26 per hour
• When you'll work  - 70 hours over a two-week period; Rotating days, afternoons, evenings and weekends; including a paid 30-minute meal break
• What your benefits will be - you will receive 9% in lieu of health benefits
• Your pension plan  – Eligible for immediate, optional enrolment in the Healthcare of Ontario Pension Plan (HOOPP)

HOW YOU WILL BE MAKING A DIFFERENCE:

• Adhere to the core values and policies of the organization
• Strong understanding of recovery principles and their application to people with mental illness and addiction
• Working knowledge of the bio-psychosocial model of care and best practices for co-occurring disorders
• Protect and promote the welfare, dignity, and individual rights of our clients at all times
• Participate in the bio-psycho-social approach to patient care providing support using Motivational Interviewing
• Employ safe work practices at all times
• Maintain a professional manner at all times in the performance of duties
• Working knowledge of community resources
• Establish a therapeutic working relationship with clients supported
• Maintaining trusting, respectful and collaborative working relationships
• Work from a client centered, trauma informed lens

• Manage a caseload of clients involved in the program
• Assess clients’ mental, physical and emotional functional abilities and needs and investigate presenting resources
• Engage in standardized screening and assessments
• Providing skill development, linkages, resources, information, counselling and advocacy
• Crisis prevention and intervention, and safety plan
• Provide psycho-education around meds and symptoms
• Collaboration with care providers
• Provide assistance with health-related appointments as per recovery plan and organization policy
• Deliver appropriate level of navigational support based on client capacity
• Monitor symptomology, medication, and activities of daily living to help improve individuals’ ability to function on a day to day basis and within the community
• Maximize client participation in programming and pro-social community activities; actively promote self-efficacy according to a Motivational Interviewing approach. This will also include activities such as early intervention, relapse prevention, crisis intervention, follow-up and recovery maintenance
• Provide coverage for other team members as volunteered/directed

WHAT YOU'LL NEED TO APPLY:

Police Vulnerable Sector Check Requirements

Successful candidates must have a Police Vulnerable Sector Check completed in the last six months. Interested applicants who reside in the City of London and are in need of a Police Vulnerable Sector Check (PVSC) are encouraged to apply for one as soon as possible as PVSCs in the City of London are currently taking approximately 2 weeks to be processed and offers of employment cannot be made without receipt of a PVSC.

We require the following qualifications:

• RPN, RN, Bachelor's or Master's Degree in Occupational Therapy, Social Work, Psychology or related field (primary proof of credentials will be required during the hiring process i.e. original degree/diploma or official transcript)
• Currently registered and in good standing with the Ontario College of Social Workers and Social Service Workers, the College of Nurses of Ontario, the College of Registered Psychotherapists of Ontario, or the College of Occupational Therapists of Ontario 
• Valid driver's licence for occasional transportation of clients
• Current, clear Police Vulnerable Sector Check (PVSC)
• Demonstrated ability to attend work regularly

We prefer the following qualifications:

• 3 years’ experience working in addictions or mental health
• Clinical work experience ideally in substance use treatment including intake services
• Demonstrated ability to work with clients who live with multiple challenges related to marginalization, mental illness, substance use, complex health challenges, street level sex work, poverty, homelessness, and trauma
• Extensive knowledge of community resources, service & support programs, and barriers clients face in accessing same
• Working knowledge of a variety of treatment, intervention, and support strategies
• Computer literacy
• Ability to assess level of risk in regards to clients
• ASIST and Nonviolent Crisis Intervention training
• First Aid & CPR
• Bilingual both official languages, preferred; préférence sera accordée aux candidats qui sont compétents dans les deux langues officielles du Canada

INTERNAL APPLICANTS:  To be considered as an internal applicant, current staff members are reminded to apply using their @cmhatv.ca or @slwar.ca email address.

Get your application in by – October 8, 2025:

Our recruitment process allows us to learn about your previous work experience, your qualifications and your commitment to fulfilling our vision. While we appreciate the interest of all applicants, only those individuals being considered for a position will be personally contacted by someone from the interview team. 

We welcome and encourage applications from all members of our community including persons of any gender, gender identity, gender expression, or sexual orientation, persons with disabilities, Indigenous persons, and members of visible minorities. If you require accommodations related to a disability at any point during the recruitment process, please contact    

 

• For legal purposes our full business name is: Canadian Mental Health Association Thames Valley Addiction and Mental Health Services
• Artificial Intelligence is not currently employed in our recruitment processes

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Job Description

STRATEGIC ● EMPATHY ● COLLABORATIVE ● INNOVATIVE ● PASSIONATE

OVERVIEW

A growing, community-based organization that provides support for youth in the Region of Peel. A leading organization recognized for its commitment to providing youth with the resources and services to help them achieve independence and growth.

EDI-B VALUES

The success of an organization stems from a team that is aligned with its mission and vision, where decisions are made in the best interests of the clients they serve and the marginalized and vulnerable populations across our communities. Through this effort, all team members embrace their role in the organization with respect and dignity for all stakeholders. Through these partnerships, everyone is focused on ensuring a commitment and responsibility toward anti-racism, anti-oppression, equity, diversity, inclusivity, and belonging.

MISSION

Reporting to the Director of Client Services and Wellness, you will guide the work of a team of intensive case managers and case management support staff, based on the principles and best practices of Housing First for Youth. You will manage all case management functions at the organization, including intensive case management services and supportive services that support youth to achieve their individual goals.

Case Management Services provides intensive, client-centered case management to vulnerable and chronically homeless youth (ages 16–24) in the Region of Peel. Working within a trauma-informed, anti-oppressive, and harm reduction framework, Case Management Services supports youth in achieving housing stability and long-term well-being through assessment, planning, facilitation, care coordination, engagement, evaluation, and advocacy. Case Management Services are provided at all organizational sites, including emergency shelter, transitional housing, and the community.

The Pod Group is partnering with this organization to place a hands-on, collaborative, and compassionate individual to fulfill the Case Management Services Manager position.

PRIORITIES

• Lead programs and services. Using Housing First for Youth and Harm Reduction principles and best practices, you will develop and manage the delivery of intensive case management services and supports for youth. Programs in this portfolio include the following:
• Intensive Case Management Services – You will oversee the delivery of youth-driven, housing-first intensive case management services and supports, to include assessment using Social Determinants of Health domains, risk assessment, safety planning, and provision of services to support client goals.
• Client Supports – You will operationalize flexibility and low-barrier access as the primary goals of case management interventions.
• Ongoing Quality Improvement: You will consistently identify and address systemic barriers to ensure timely access to essential support and services that promote youth housing stability, overall wellness, and long-term self-sufficiency.
• Provide team leadership. You will lead team meetings, case consultations, and skill-building activities across all organizational sites to ensure consistency and effectiveness of case management services.
• Develop Internal Competencies & Capacity Building. You will assess, analyze and prioritize a training and capacity building plan to elevate the awareness and understanding of case management practices and competencies of all staff across the organization.
• Team Development. You will implement accountability measures, such as observing case management meetings with youth, reviewing reports, and conducting caseload reviews. You will manage bi-annual file audits, provide constructive feedback, and evaluate direct reports to identify growth opportunities. Collaborating with the Manager of Quality & Program Development, you will strengthen program evaluation and continuous improvement efforts.
• Collaborative of Services. You will work with organizational managers and external partners to develop and deliver evidence-based, collaborative case management programs. Participate in the agency's on-call rotation.
• Ensure risk and compliance management. You will assess and mitigate risks, ensuring compliance with regulatory standards and adherence to professional codes of ethics. You will develop and execute risk management strategies for case management services.
• Drive strategic planning. You will integrate research, innovation, and best practices into program delivery while collaborating with leadership and front-line teams to implement effective strategies and partnership opportunities.
• Foster Equity, Diversity, and Belonging. You will embed cultural humility and inclusivity in case consultations and program delivery. As a role model, you will cultivate an inclusive organizational culture and develop leaders, integrating equity and belonging into all interactions and practices.

Requirements

TALENTS & EXPERTISE

• The education and experience. You have a Bachelor's Degree in Social Work, Psychology, Child and Youth Work, or related field. Masters in a related field is considered an asset. You have at least 3 years of experience in the housing and homelessness sector in a case carrying role, prior to management experience.
• The management experience. You have a minimum 3 years of experience working as a supervisor/manager in the housing and homelessness sector. You have site and team management experience, including exposure to human resource management (union experience is a strong asset), financial management, program management, evaluation design, or systems design.
• The case management knowledge. Y ou understand best practices and current literature in case management assessments and evidence-based case management modalities when working with youth. You demonstrate an understanding of issues relating to youth homelessness and the barriers youth face in attaining and maintaining their housing, as well as an understanding of the broader housing sector in Peel.
• The leadership. You are a demonstrated leader with excellent communication, presentation, organization and interpersonal skills with a passion for supporting the most vulnerable and marginalized youth in our community. You are passionate about mobilizing individuals and teams to drive change and collaborating with partners and stakeholders at all levels to build consensus.
• The ethical drive. You hold yourself to high moral standards, have a strong character and exercise sound judgment even in the most challenging situations. You are a champion of Equity, Inclusion and Belonging, specifically focusing on Anti-Black Racism.
• You have flexibility to work in a 24-hour, 7 days a week operation, while supporting an on-call rotation.
• You possess a valid Ontario’s full G Driver’s Licence is required, with a clean driver’s abstract.
• A $2,000,000 minimum liability car insurance coverage is also mandatory.
• Must be able to travel and support youth in the community and all locations (local travel is required on a regular basis).
• You have valid CPI and/or UMAB and First Aid/ CPR certifications.
• You complete a successful Vulnerable Sector Check/Criminal Record Check as a condition of employment.
• You are fully vaccinated against COVID-19, subject to applicable legislation.

THE POD GROUP

The Pod Group (PG) is a creative consulting group that provides customized and innovative solutions to support our client’s growth and ultimate success while promoting the integration of equity, diversity, inclusion and belonging in creating culture and engagement.

We balance strategy and people to help community organizations make better use of their resources by focusing on building the competencies to promote people-centric organizations.

The Pod Group has great success in serving a number of community sectors including health, social services, developmental, housing, mental health, and community health care.

We promote a unique approach while incorporating marketing and human resources as an integral component of strategy, mission, and vision. This focus aligns strategy with the development of a culture that embraces all stakeholders and a community spirit, while ensuring an effective plan that meets the requirements of the organization.

• Education: College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
• Experience: 3 years to less than 5 years
• or equivalent experience
• Tasks
  
• Supervise other social workers, paid para-professional staff, student trainees and volunteers
• Perform administrative tasks
• Supervise professional staff, program leaders and instructors and volunteer staff
• Monitor and evaluate
• Supervision
  
• 5-10 people
• Personal suitability
  
• Dependability
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Flexibility
• Interpersonal awareness
• Organized
• Team player
• Values and ethics
• Adaptability
• Screening questions
  
• Are you currently legally able to work in Canada?
• Do you have previous experience in this field of employment?
• Do you have the above-indicated required certifications?
• Health benefits
  
• Dental plan
• Health care plan
• Vision care benefits
• Financial benefits
  
• Registered Retirement Savings Plan (RRSP)
• Other benefits
  
• Learning/training paid by employer
• Other benefits
• Paid time off (volunteering or personal days)
• Work Term: Permanent
• Work Language: French
• Hours: 35 hours per week

Salary Details: The salary range for this position is CAD $47.31/Hr. - CAD $59.10/Hr. Job Summary:

Come work as a Social Worker Educator with Vancouver Coastal Health (VCH)

Vancouver Coastal Health is looking for a Social Worker to join the Regional Overdose Outreach team as a Social Work Educator in Vancouver, BC. Apply today to join our team

ABOUT THE OVERDOSE OUTREACH TEAM:

Our team of outreach and social workers and peers provide connections for people who have recently experienced opioid overdose and/or are at high risk for opioid overdose to substance use care and support.

As a Social Work Educator with Vancouver Coastal Health you will:

• Provide clinical education services including individual and group learning assessments, developing, implementing and evaluating clinical education programs and resources using specialized theory and knowledge of Substance Use and Mental Health, as well as teaching and learning principles and processes.
• Act as a clinical resource by providing consultation and clinical support to the interdisciplinary care team, other professionals and students.
• Consult, confer, and collaborate with multidisciplinary team members, physicians, educational resources and other health care professionals to achieve excellence in client-centred education and research and in promotion of continuous quality improvement, resolution of clinical education issues, and coordination of activities required for progressive educational and clinical practice programs.
• Take corrective action with respect to individual and group learning needs and role models evidence informed best practices to support staff in achieving best client outcomes through in the moment education.

Qualifications:

Education & Experience

• Master's degree in Social Work from a recognized program.
• Current registration with the British Columbia College of Social Workers.
• Three (3) years' recent, related experience working with clients with complex needs including outreach experience, primary care, mental health, and/or substance use, including one (1) years' experience developing, implementing and/or delivering education services, or an equivalent combination of education, training and experience.
• Valid BC Driver's License for local area travel.

Knowledge, Skills & Abilities

• Knowledge of the principles of recovery and trauma informed practice.
• Knowledge of the designated client population.
• Broad knowledge of substance use and a non-judgmental attitude towards working with clients with problematic substance use through their recovery.
• Broad knowledge of the application of a Strengths-Based approach in MHSU.
• Broad knowledge of evidence-based practice as it relates to MHSU.
• Broad knowledge of therapeutic counselling theories, principles, and approaches.
• Knowledge of Psychosocial Rehabilitation methodology.
• Comprehensive knowledge of the principles, objectives, methods, techniques of education relevant to substance use care.
• Comprehensive knowledge of other health disciplines and their role in client care.
• Broad knowledge of research methodology and processes.
• Comprehensive knowledge of Trauma Informed Practice, Cultural Safety, Harm Reduction and Recovery Oriented Care.
• Broad knowledge of behaviour management and ability to utilize non-violent crisis intervention strategies in a trauma informed manner.
• Demonstrated knowledge of the impact of colonization on Indigenous peoples.
• Broad knowledge of facilitation, mediation, and conflict resolution techniques and demonstrated analytical and problem solving skills.
• In-depth knowledge of VCH clinical documentation systems including PARIS, Intra-Health Profile EMR.
• Ability to assess clients at risk and knowledge of appropriate acts; eg. Mental Health Act, Adult Guardianship, Public Health Act as it relates to the rights and obligations of clients and staff.
• Demonstrated ability to teach, demonstrate, facilitate and lead/coach.
• Demonstrated ability to use critical thinking in approach to teaching.
• Demonstrated ability to develop educational programs and material.
• Communicates effectively and in a culturally safe manner with client, caregivers and health care team, either one-on-one or in-groups.
• Demonstrated ability to function as an effective team member, leader, and facilitator.
• Demonstrated ability to provide leadership and work direction.
• Demonstrated ability to promote a creative learning environment.
• Demonstrated ability to establish workload priorities in collaboration with others.
• Demonstrated ability to provide effective consultation.
• Demonstrated ability to work independently and in collaboration with others.
• Physical ability to perform the duties and responsibilities of the position.

Closing Statement:

The hours of work including days off and work area may be subject to change consistent with operational requirements and the provision of the Collective Agreement and applicable statutes.

As per Ministry of Health policy, all health care workers working in publicly-funded health care facilities are required to report their past receipt of certain vaccines or history of certain infections. Collecting these records will allow for offering of any missing vaccines, and for appropriate actions to be taken in the event of any future exposure to a communicable disease or during outbreaks. For all new hires and appointments to Vancouver Coastal Health, you will be asked to provide this information as part of the onboarding process.

WHY JOIN VANCOUVER COASTAL HEALTH?

VCH is a world class innovator in medical care, research and teaching, delivering service to more than one million BC residents. At VCH, we embrace thinking boldly, taking smart risks, and "going first" when we believe it will lead to the best possible outcomes for patients and their families. We invite you to join us in creating healthy lives in healthy communities by showcasing our passion for care, connection to the communities we serve and our culture of teamwork that makes VCH a great place to work.

• Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan
• Grow your career with employer-paid training and leadership development opportunities
• Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families
• Award-winning recognition programs to honour staff, medical staff and volunteers
• Access to exclusive discount offers and deals for VCH staff

At Vancouver Coastal Health, our vision of healthy lives in healthy communities inspires us and our values and pillars guide us. We support equitable practices, diverse teams and inclusive environments, which are vital to creating welcoming spaces where everyone can bring their whole selves to work and feel supported. We encourage applications from equity-deserving communities, including Indigenous Peoples and members of racialized groups, people with disabilities and people of all gender identities and expressions and sexual orientation.

Vancouver Coastal Health is proud to be recognized as one of BC's Top Employers, Canada's Best Diversity Employers and Canada's Top Employers for Young People in

Only short-listed applicants will be contacted for this posting.

***Employees of VCH must apply online via the Internal Career Portal on CareerHub, you are currently viewing the External Career Portal. Refer to the site for instructions on how to view internal job postings and how to apply as an employee. Current VCH employees who apply to this posting using this external site will be considered as an external candidate. Seniority will not apply.***

Thank you for your interest in Vancouver Coastal Health.

Job Description

Company Description

At Cloud DX, our mission is simple: We make healthcare better for everyone. As a leader in digital health, we deliver award-winning virtual care and remote patient monitoring solutions that empower patients to manage their conditions from the comfort of their home.

Our innovative technology improves outcomes for patients with chronic conditions, reduces costs for healthcare providers, and transforms care delivery across North America. Since 2014, we’ve been driving innovation and making a meaningful difference in the communities we serve.

Cloud DX is growing, and we’re looking for a Patient Support Specialist to join our team! 

This part-time role offers flexibility, making it ideal for someone who can adapt to varying schedules. As a key point of contact for patients using our remote monitoring solutions, you’ll provide frontline support, assist with inquiries, and ensure patients can successfully complete their daily monitoring tasks. You’ll also identify and escalate technical issues as needed. 

If you have experience in a support or teaching role and thrive in phone-based communication, we’d love to connect! 

What You'll Do 

• Deliver exceptional customer service to enhance the experience for customers, clinicians, and patients. 
• Respond to customer inquiries via phone, live chat, and email, triaging requests and escalating as needed. 
• Ensure records and correspondence are recorded correctly in the customer relationship management system (CRM) when completing compliance calls.   
• Conduct follow-ups and scheduled callbacks to ensure timely resolution of issues. 
• Monitor and assign internal support tickets, evaluate requests to determine appropriate next steps, and escalate high-priority issues to ensure timely resolution. 
• Stay current with system information, changes, and updates.   
• Guide Clinician Clients and Prospects on the proper use of Cloud DX equipment and software.   
• Deliver exceptional customer service to enhance the experience for customers, clinicians, and patients. 
• Respond to customer inquiries via phone, live chat, and email, triaging requests and escalating as needed. 
• Ensure records and correspondence are recorded correctly in the customer relationship management system (CRM) when completing compliance calls.   
• Conduct follow-ups and scheduled callbacks to ensure timely resolution of issues. 
• Monitor and assign internal support tickets, evaluate requests to determine appropriate next steps, and escalate high-priority issues to ensure timely resolution. 
• Stay current with system information, changes, and updates.   
• Guide Clinician Clients and Prospects on the proper use of Cloud DX equipment and software. 

Qualifications

 Who You Are

• Team player:  You are approachable, enjoy seeing others succeed, and love to jump in and support when needed.   
• Comfortable on the phone:  You have strong communication skills, excellent telephone etiquette, and can quickly assess and respond to a variety of inquiries. 
• Detail Oriented:  You notice the little things that make a big difference. In fact, if you’ve read this far, please include the word “Precision” in your application for bonus points. 
• You’re Flexible!   This is an hourly position, and while we strive to maintain consistent scheduling, flexibility is required.  
• Great at multitasking.  You’re experienced in handling a high volume of requests while staying organized and efficient. 
• A natural problem solver.  You take the initiative to find answers, conduct quick research when needed, and know when it’s time to escalate an issue.  
• Passionate about helping others.  You genuinely care about helping others, listening attentively to connect patients/clients with the support they need. 

Additional Information

When applying to this position please include in your resume or cover letter:  

• Your availability (specific days + hours you can work) 

As a global healthcare company, Fresenius Kabi is Committed to Life. The company's products, technologies, and services are used for the therapy and care of critically and chronically ill patients. With more than 40,000 employees and present in over 100 countries, Fresenius Kabi's expansive product portfolio focuses on providing access to high-quality and lifesaving medicines and technologies.

WHAT WE OFFER

At Fresenius Kabi Canada we foster a collaborative environment where employees are encouraged to share ideas and contribute to meaningful work. We offer unique learning opportunities to grow and build your career. In addition, we value each and every contributor and offer various benefits and rewards (as applicable) including:

• Hybrid work model
• Comprehensive health and dental benefits that start on your first day of employment
• Company matched RRSP program
• Generous vacation plan with one extra day accrual for each year of service
• Paid float days and paid sick days
• Employee assistance program
• Casual office dress code
• LinkedIn learning subscription
• Employee recognition program
• Professional growth and development opportunities

Join us as a full-time Manager, Patient Support & Commercial Operations - Biopharma

POSITION SUMMARY

The Manager, Patient Support & Commercial Operations is responsible for leading the development, implementation, and continuous improvement of patient support programs (PSPs). This role requires strong project management capabilities to oversee complex, multi-stakeholder initiatives, ensuring timely delivery, budget adherence, and alignment with strategic goals. The manager will serve as the primary liaison with third-party vendors, internal teams, and external stakeholders, ensuring the program delivers high-quality, patient-centric services. The manager also leads process improvement initiatives and manages vendor set up, management and payment processes oversee financial operations of biopharma.

KEY RESPONSIBILITIES

• Lead the design, launch, and optimization of patient support programs.
• Ensure programs meet the needs of patients, healthcare providers, and payers.
• Maintain a patient-centric approach in all program decisions and communications.
• Develop and manage detailed project plans, timelines, and deliverables for PSP initiatives.
• Lead and support commercial operations related ongoing and ad-hoc projects.
• Manage the vendor payment process, oversee validations and streamline workflow as needed.
• Led process improvement initiatives in commercial operations function to improve efficiency.
• Coordinate cross-functional teams including medical, regulatory, commercial, and IT.
• Monitor project progress, identify risks, and implement mitigation strategies.
• Ensure all program documentation (SOPs, process flows, work instructions) is current and compliant.
• Conduct regular status meetings and provide updates to senior leadership.
• Serve as the primary point of contact for third-party PSP vendors.
• Oversee vendor performance, ensuring delivery of KPIs and service standards.
• Collaborate with internal departments and external stakeholders to resolve issues and enhance program delivery.
• Develop and manage program budgets, forecasts, and financial reporting.
• Analyze program metrics, customer satisfaction, and vendor productivity.
• Ensure adherence to pharmacovigilance, regulatory, compliance and quality requirements.
• Support adverse event reporting in collaboration with the Pharmacovigilance team.
• Promote ethical conduct and confidentiality in all program activities.
• Other duties as required

QUALIFICATIONS

• Post-secondary education in Business, Health Sciences, Nursing, Pharmacy, or a related field.
• Minimum 3 years of experience managing patient support programs.
• Proven project management experience, preferably with PMP or similar certification.
• Strong financial acumen.
• Strong understanding of the Canadian drug reimbursement landscape.
• Valid driver's license and willingness to travel as needed.
• Bilingual (English/French) is an asset.

SKILLS

• Excellent communication and presentation skills.
• Strong project management and organizational skills.
• Strategic thinking and analytical problem-solving abilities.
• Ability to manage change and ambiguity in a dynamic environment.
• Proficiency in Microsoft Office Suite and project management tools.
• Collaborative mindset with cross-functional leadership capabilities.
• High attention to detail and commitment to continuous improvement.
• Strong negotiation and customer service skills.

MORE ABOUT US

As ONE team, the companies in the Fresenius Group are committed to providing lifesaving and life-changing healthcare solutions on a global scale.

In Biopharma, Fresenius Kabi offers cutting-edge biosimilars for autoimmune diseases and oncology. With leading market positions in Clinical Nutrition, a broad portfolio of enteral and parenteral products makes a distinct difference in patients' nutritional status. In MedTech, the company provides vital infusion pumps, cell and gene therapy devices, disposables, and more. Fresenius Kabi is the global leader in supplying blood collection bags and devices, supporting blood banks and healthcare facilities worldwide. The company's I.V. Generics and Fluids for infusion therapy help save millions of lives every year, in emergency medicine, surgery, oncology, and intensive care.

Fresenius Kabi takes a holistic approach to healthcare and uniquely combines experience, expertise, innovation, and dedication – making a difference in the lives of almost 450 million patients annually.

Inclusion and Equal Opportunity Employment

At FKC , we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

FKC are equal opportunity employers and are committed to Equity, Diversity, Inclusion and Anti-Racism. We believe diverse and inclusive teams support strong decision making, fosters a culture of belonging and allows us to better serve our people, residents and community. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, we are committed to providing accommodations and will work with employees to meet their needs through the recruitment process. If you are a person with a disability and require assistance during the application process, please let us know. We embrace an inclusive work environment and welcome members of all backgrounds, experiences and perspectives to apply.