About The Role

Position Title Reporting Structure Position Title: Supervisor, Practitioner Network Operations Department: Operations, GreenShield Health Reports To: Manager, Therapy Operations Direct Reports: PNO Specialists 2. Position Overview Role Summary The Supervisor, Practitioner Network Operations is responsible for overseeing (1) the growth of our affiliate provider network; and (2) the day-to-day clinical operations of the mental health / counselling clinical program. This includes: overseeing credentialing, interviewing, orienting, and onboarding new providers; managing recredentialing cycles; and overseeing the day‑to‑day clinical operations of the counselling program by ensuring efficient workflows, timely issue resolution, and strong provider support. Proactively address provider‑related concerns to minimize service disruptions, improve operational efficiency, and maintain a high‑quality client and provider experience. The role ensures the delivery of a high‑quality, engaged, and scalable provider network that supports GreenShield’s mission to expand access to exceptional care. 3. Key Responsibilities Network Growth, Quality Provider Engagement Lead and oversee all activities related to network expansion, including credentialing, interviewing, orienting, and onboarding new counselling providers. Develop, refine, and implement strategies to grow and strengthen the provider network based on identified gaps, utilization trends, upcoming launches, and organizational priorities. Build and maintain strong provider engagement by fostering positive relationships, supporting provider needs, and ensuring a high‑quality experience throughout the provider lifecycle. Continuously improve screening, onboarding, registration, and verification processes to enhance both quality and provider satisfaction. Support the design and execution of network retention and engagement initiatives to maintain a committed, high‑performing provider community. Recredentialing Compliance Oversee the full recredentialing lifecycle for counselling providers, ensuring compliance with clinical standards, regulatory requirements, and internal policies. Identify opportunities to streamline recredentialing workflows and enhance provider experience while maintaining rigorous quality standards. Ensure recredentialing processes reinforce ongoing provider engagement and alignment with program expectations. Clinical Operations Support Support the day‑to‑day clinical operations of the counselling program by: Acting as a primary operational contact for counselling providers and responding promptly to provider inquiries or concerns Coordinating resolution of provider‑related issues, including scheduling, documentation, system access, and workflow challenges Monitoring operational risks and service gaps and escalating issues as needed to ensure continuity of care Collaborating with internal stakeholders (clinical leadership, scheduling, credentialing, and systems teams) to support smooth program operations Supporting provider onboarding, transitions, and ongoing engagement to promote efficiency and retention Team Leadership Collaboration Supervise and support a team of Practitioner Network Operations Specialists, providing coaching, guidance, and performance oversight. Lead onboarding and training for new team members to ensure consistent, high‑quality execution of PNO processes and provider engagement practices. Support and guide the team in delivering provider information sessions, conducting screenings, and completing operational tasks required to support counselling providers. Collaborate with the Data Team to develop dashboards and reporting tools that inform decision‑making, track provider engagement and network health, and support internal stakeholders (e.g., Account Management, Business Development, Proposal Writing).

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SUPERVISOR, PRACTITIONER NETWORK OPERATIONS

About The Role