Team Lead
- Classification: Team Lead
- Union: Exempt
- Unit and Program: Patient Relations
- Primary Location: Southport Tower
- Location Details: Eligible to work hybrid (on/off site) within Alberta
- Negotiable Location: Provincial
- Employee Class: Regular Full Time
- FTE: 1.00
- Posting End Date: 26-SEP-2025
- Date Available: 06-OCT-2025
- Hours per Shift: 7.75
- Length of Shift in weeks: 2
- Shifts per cycle: 10
- Shift Pattern: Days
- Days Off: Saturday/Sunday
- Minimum Salary: $27.87
- Maximum Salary: $46.58
- Vehicle Requirement: Not Applicable
A bachelor’s degree in a healthcare or technology-related discipline is required, along with relevant professional licenses or designations in good standing. The ideal candidate brings 5–7 years of diverse clinical and/or community healthcare experience within the last 8 years, including 1–2 years in a supervisory role. A strong understanding of Alberta’s healthcare system, patient feedback processes, and a demonstrated commitment to Patient & Family-Centered Care are essential. Experience in unionized environments managing daily operations, such as staffing, issue and risk management, is required, along with familiarity in applying collective agreements to HR practices. Proven leadership in team development, performance management, and staff engagement is critical. The role also requires experience in call center operations and related technologies. Success in this position depends on the ability to operate with discretion in a highly confidential and politically sensitive environment.
Additional Required Qualifications:
The successful candidate will demonstrate proven leadership in recruitment, training, coaching, and performance management, with a strong background in process improvement and standardization. Exceptional organizational, critical thinking, and time management skills are essential, along with a consistent pattern of professional and personal development. The ability to mentor, coach, and support growth in others is key to this role. Expertise in data-driven strategic planning and analysis is required, as is experience in policy implementation and stakeholder relationship management. A solid understanding of the Patient Concerns Resolution Process (PCRP) policies and their practical application is critical. The role demands exceptional communication and interpersonal skills, with a focus on respectful and timely engagement across diverse teams and environments.
Preferred Qualifications:
Minimum one year of experience in a call centre environment with familiarity in call centre technologies. Knowledge of key Alberta legislation, including ATIA, POPA, HIA, and others, is an asset. Certified ProSci Change Manager with proven leadership and professional development. Skilled in using Feedback & Concerns Tracker, Connect Care, Genesys, and MS 360. Strong communication, critical thinking, conflict resolution, and customer service skills, with empathy and resilience.
Please note:
All postings close at 23:59 MT of the posting end date indicated.
Security Screening:
A satisfactory criminal record check and/or Vulnerable Sector Search is required prior to your first day of work. Additionally, all employees have an ongoing duty to disclose any charges or convictions that may occur during their employment with AHS.
Healthy Albertans. Healthy
Communities. Together.
We’re passionate about what we do. Our team of skilled and dedicated health care professionals, support staff, and physicians promote wellness and provide health care all across Alberta.
Everything we do at AHS reflects a patient and family centred approach; it’s about putting patients’ and families’ experiences, priorities and trust first.
We are an equal opportunity employer. AHS values the diversity of the people and communities we serve and is committed to attracting, engaging and developing a diverse and inclusive workforce.
