Team Lead

Role Responsibilities

Primary and Preventative Health Services is seeking a highly organized and proactive leader for the position of Team Lead, to support the effective delivery of Health Insurance Programs (HIP). Reporting to the Manager, Health Insurance Programs, this role provides leadership, operational oversight, and subject-matter expertise to a team of Business Specialists responsible for supporting the Alberta Health Care Insurance Plan (AHCIP) and the Registry Agent Network (RAN).

This is a leadership position that ensures registry agents, clients, and stakeholders receive accurate guidance, timely support, and consistent application of AHCIP legislation, regulations, policies, and business processes. The Team Lead plays a central role in maintaining the integrity of health registry systems, monitoring registry agent performance, and driving continuous improvement across the network.

Key Responsibilities:

Leadership & Team Management
•    Lead, mentor, and supervise a team of Business Specialists to ensure high-quality service delivery and operational excellence.
•    Allocate resources, manage workloads, and support staff development to meet program goals and service standards.
•    Foster a collaborative, accountable, and solutions-focused team environment.

Operational Oversight & Performance Monitoring
•    Oversee the daily operations related to registry agent activities under the Accountability Framework.
•    Monitor registry agent performance using established measurement tools and systems.
•    Identify incidents, trends, and compliance issues, ensuring timely escalation and resolution.
•    Contribute to the development and refinement of performance measures, service-level agreements (SLAs), and reporting frameworks.

Systems Expertise & Information Integrity
•    Provide direction on the use of health registry systems and related technologies, including Reflections, SSDIR, and other interfaces.
•    Support system renewal initiatives, redesign efforts, and the development of new applications to enhance business operations.
•    Ensure the security, accuracy, and integrity of information across all registry systems.

Stakeholder Collaboration & Policy Support
•    Work closely with internal business units, external stakeholders, other ministries, and cross-jurisdictional partners to support coordinated improvements to legislation, policy, and operations.
•    Lead or participate in major projects and initiatives, ensuring HIP requirements are fully represented and integrated.
•    Provide expert consultation on AHCIP Acts, regulations, policies, and business procedures.

Issue Resolution & Continuous Improvement
•    Manage escalations related to operational issues, policy interpretation, and system challenges.
•    Conduct research, analyze complex issues, and develop innovative, practical solutions.
•    Support ongoing enhancements to the Registry Agent Network and HIP service delivery model.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf

The successful candidate will demonstrate the following competencies:
•    Build Collaborative Environments: Positively resolves conflict through coaching and facilitated discussion.
•    Creative Problem Solving: Brings the right people together to solve issues.
•    Systems Thinking: Integrates issues, political environment and risks when considering possible actions.
•    Develop Networks: Ensures all needs are heard and understood.
•    Develop Self and Others: Shapes group learning for team development.

Qualifications

Requirements:
Two-year diploma in a related field plus five years progressively responsible related experience.

Equivalencies: 
Directly related experience or education considered on the basis of one year of education or one year of education for one year of experience.

The following will be considered assets:
•    Supervisory experience
•    Proven relationship building with internal and external stakeholders.
•    Strong technical skills in Microsoft Office suite.
•    Sound knowledge of the governmental administrative protocols, policies and procedures.
•    Direct experience working with specialized applications such as Reflections, SSDIR,  SharePoint, BERNIE and 1GX.
•    Previous experience drafting briefing notes.
•    Exceptional data management experience.
•    Proficiency in developing and delivering training.
•    Extensive knowledge and understanding, GoA and Ministry specific policies, guidelines, directives and acts/regulations.
•    Post-secondary education in Business Management or equivalent

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 

Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Hours of work are Monday to Friday – 36.25 hours per week.

Candidates from across the province of Alberta are encouraged to apply; however, the successful candidate must be able to work out of a designated office in Alberta 5 days a week.

Application Requirements:
As part of the application process, you are required to:
•    Complete all pre-screen questions.
•    A cover letter outlining why you are applying to this role and how your experience relates to the qualifications is required.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in. 

Links and information on what the GoA have to offer to prospective employees.

•    Working for the Alberta Public Service – https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx
•    Public Service Pension Plan (PSPP) - https://www.pspp.ca
•    Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits    
•    Professional learning and development - https://www.alberta.ca/professional-development-support-directive
•    Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca
•    Positive workplace culture and work-life balance
•    Leadership and mentorship programs