Job description
At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.
With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.
At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.
Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
**Travel to Office expectations**
For Remote Roles: As this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.
For Hybrid Roles: As this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.
Reporting to the Senior Manager, Business Process Management, the Senior Business Process Manager will play a pivotal role in driving operational excellence and enhancing customer satisfaction by optimizing our business processes. You will lead cross-functional teams through the discovery of current processes and pain points, analyze current process effectiveness and maturity, design future states that align with strategic objectives and meet customer expectations, and provide support on establishing process execution and monitoring capabilities. Your expertise, insights, and recommendations will drive tangible improvements in efficiency, quality, and customer experience. You will also be supporting a community of practice where the business process management methodology is shared across the organization.
The successful candidate will be an individual with strong business aptitude, change management and problem-solving skills. This is a critical role interfacing with cross functional business leaders and teams to drive business process improvement and transformation. You will be required to challenge the status quo and influence changes.
Please note for this specific contract role, we are seeking someone who has strong skills in both Business Process Management and Business Analysis.
Key Responsibilities:
•Lead process discovery discussions and workshops with key stakeholders to identify current state processes, interdependencies, and pain points.
•Analyze process effectiveness and maturity using industry-standard methodologies and tools such as Lean Six Sigma.
•Capture, document, and refine business requirements using Agile and Design Thinking methodologies to ensure flexibility and iterative development, and ensure process and technical address business requirements,
•Collaborate with cross-functional teams to design future state processes that address pain points, align with strategic and business objectives, and challenge the status quo to improve and transform.
•Develop business cases and plans to implement process enhancements and improvements, track progress against targets.
•Facilitate process execution control planning discussions to capture the necessary metrics and control plans that will result in optimal performance against customer expectations and operational targets.
•Support the Senior Manager, Business Process Management, develop, maintain business process documentation, and artifacts.
•Ensure alignment between business processes and strategic and operational targets during process design.
•Design, model, new, and existing business processes using industry-standard methodologies, process classification frameworks such as APQC (American Productivity Quality Center)
•Facilitate change management discussions to capture the changes between current and futures states which will enable change impact assessment and preparation that lead to successful adoption of new processes and behaviors.
•Provide subject matter expertise and guidance on process improvement initiatives across the organization during project and provide consult during process execution to enhance business unit’s capabilities to maintain metrics to measure process performance and identify areas for continuous improvement.
•Lead process documentation as engaged by the business where necessary.
•Work with the Business Process Management team to build out enterprise business process practices and knowledge based.
•Build out the enterprise business process and process elements library.
•Support the establishment and maintenance of the business process automation capabilities.
•Be an advocate for business process management practices and support in the establishment and management of a community of practice.
Required Experience:
•5+ years of experience in business process analysis and improvement, preferably in Software or SaaS companies and or in the Health Care Industry.
•Bachelor’s degree in Business Administration, Engineering, or related field; Master’s degree preferred.
•Proven track record of leading cross-functional teams through process improvement initiatives.
•Experience focused on Salesforce (Sales Cloud, Service Cloud, or Experience Cloud) are considered strong assets
•Strong understanding and experience with business analysis, with proven ability to lead business requirements gathering, documentation, and testing; Previous experience in BA roles an asset
•Experienced in leading communities of practice or continuous learning programs.
•Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
•Proficiency in process modeling and analysis tools (e.g., BPMN, Lean Six Sigma).
•Hands on experience and knowledge of business transformation.
•Excellent communication and interpersonal skills with the ability to effectively collaborate with stakeholders at all levels of the organization.
•Strong facilitation skills with experience managing high stake conversations and ability to manage conflicting interests of cross functional teams.
•Change management experience, including stakeholder engagement, communication planning, and training development.
•Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
•Certified Lean Six Sigma, BPM, or other Continuous Improvement certification is desired.
•Knowledge of BPMN, Six Sigma, APQC, CMMI, BIZBOK, TOGAF or Gartner methodologies.
•Salesforce Business Analyst Certifications an asset
•A continuous learning mindset and ability to adapt to change
This is a 1 year contract opportunity.
PointClickCare Benefits & Perks:
Benefits starting from Day 1!
Retirement Plan Matching
Flexible Paid Time Off
Wellness Support Programs and Resources
Parental & Caregiver Leaves
Fertility & Adoption Support
Continuous Development Support Program
Employee Assistance Program
Allyship and Inclusion Communities
Employee Recognition … and more!
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.
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