Partner Strategy & Process Excellence Manager

About the role

Reporting to the Vice-President, Case Management, this role leads and coordinates priority initiatives that strengthen Case Management operations, service delivery, quality, efficiency and partner relations. It brings structure, discipline and accountability to cross-functional initiatives, operational improvements and provider oversight that affect emergency travel medical claims management. The position is based in Windsor, Ontario.

Key responsibilities

• Lead Case Management initiatives, turning business needs into project charters, plans, RACI matrices, risk logs and workback schedules, and applying methods such as A3, root cause analysis and process mapping
• Maintain a consolidated inventory of initiatives and their status, risks, milestones and dependencies
• Build a partner management framework for Air Ambulance and Medical Escort providers, including performance monitoring, audits, reporting, invoice accuracy review and escalation of service, cost or quality concerns
• Hold regular reviews with high-volume providers, run audits, support invoice review with Finance, and develop provider scorecards, dashboards and executive summaries
• Analyze operational trends, volumes, costs and quality indicators to support evidence-based recommendations
• Act as a liaison between Case Management leadership, internal stakeholders and external partners, and coach contributors to initiatives