Health Services, Contract Manager

Position Overview

The Contract Manager is an integral member of the Health Services team responsible for assisting in all aspects of delivery to health service contract requirements on contracts of varying size and complexity. The Contract Manager is responsible for coordinating and managing contract operations and administrative activities, under the direction of Calian's Director and/or Deputy Director, Health Services.

The Contract Manager is responsible for ensuring that all contractual obligations are fulfilled, that all workforce and customer satisfaction targets and contract fiscal targets on their respective contracts are met. The Contract Manager has primarily an outward facing role, centered on employee and customer satisfaction and project financial success. They have complete responsibility for the successful achievement of all contract metrics.

Responsibilities
Contract Management:

• Ensuring the following for all contracts that they manage: 
• Workforce Satisfaction
• Customer Satisfaction
• Gross Margin (compared to targets determined at contract award)
• Contract Compliance
• Contract Retention (renewal)
• Contract Growth (increased revenue beyond revenue at contract award)

Proposal Support: 

• Championing the renewal of an existing contract they manage
• Reviewing proposals for contracts they will manage
• Attending proposal pricing meetings for contracts they will manage

General Support 

• Contribution to the Service Line team
• Contribution to quarterly forecasts and annual budget
• Interact with Health Services Contract Administrators and Divisional Services (HR/Payroll, Finance, etc.) in order to facilitate information flow
• Identification of business opportunities within the contract and within the client organisation

Anticipated (but not limited to) Activities

• Assist with determination of contracts requirements for start-up, delivery and close-out
• Review contract documentation - i.e. contracts/credentials/training - to ensure documents are complete, accurate and up to date
• Responsible for managing budgets, cash flows, schedules, human resources and client relationships
• Track the progress and quality of work being performed on the client site by Health Care Providers
• Facilitate the interface as required for the customer or Health Care Provider to Calian's Health Services team and Divisional Services business support units within the organization
• Use project scheduling and control tools to prepare and manage contract plans, budgets, expenditures and reporting and to conduct financial analysis
• Engage in issue follow-up, resolution and tracking of Letters of Intent, Request for Letters of Offers, Task Proposals, Employee Change Notices, Orientation packages, and Submittals and other required contract documentation. 
• Verify, update and approve Health Care Provider (HCP) timesheets and invoices in accordance with applicable provincial legislation and contract requirements. 
• Keep Calian's Director/Deputy Director, Health Services informed of contract delivery status and issues that may impact client relations, customer and/or Health Care Provider satisfaction, and business performance.
• Accountable to ensure monthly progress billing and invoices are submitted accurately for ongoing projects every month. 
• Seek out and communicate ideas for improving internal processes and procedures
• Collaborate with other members of the Health Services team in a positive, constructive, client- and business-centric manner
• Ensure clients’ needs are met in a timely and cost-effective manner
• Assist the Business Development team with research, drafting, and submitting proposals in response to the client's Request for Proposals documents

Definitions:

Workforce Satisfaction: The Contract Manager is responsible for ensuring that the workforce for each of the contracts they manage are satisfied with their employment and the manner in which they are treated by Calian.  This includes such things as compensation, benefits, administrative issues and vacation.  

Customer Satisfaction: The Contract manager is the principle interface with customers including both technical and contract authorities.  As such, the Contract Manager is responsible for the satisfaction of each customer that they manage with respect to the service provided by Calian.  The Contract Manager is responsible for developing a working relationship with the customer in order to ensure that value is added by Calian in the conduct of the work and that the employees are meeting the requirements of the contract.  A general rule of thumb to be used by the Contract Manager is as follows:
•    Monthly visits or phone calls
•    A frequency of no less than one visit per quarter is recommended

Gross Margin:  The Contract Manager is responsible for maintaining or improving the gross margin against determined targets at time of contract award. 

Contract Retention: (see Workforce and Customer satisfaction)

Contract Growth:  The Contract Manager is responsible for generating additional revenue on existing contracts.  Where opportunities exist to increase the amount of work in a particular contract, it is the responsibility of the Contract Manager to champion the project and to involve the required resources.  It is also the responsibility of the Contract Manager to flip/turnover any potential new business opportunities to the Sales organisation.  

The Contract Manager will conduct their daily activities in Calian offices, unless required to attend client or business meetings or address issues on the client site or otherwise outside of the Calian office.  Travel may be required.

The above description is intended to delineate the general nature and level of work being performed by people assigned to this job classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Qualifications

• Post-secondary education in a healthcare or business field
• Previous experience as an Advanced Care Paramedic is an asset
• 3 to 5 years of relevant contract administrative experience or project management function
• Strong financial acumen
• Proficient in Microsoft Office tools, including Microsoft Project
• Ability to work flexible hours
• Strong negotiation skills
• A clear sense of urgency to achieve results.  A “can-do”, “let’s make it happen” attitude and a focus on a positive customer experience
• Highly developed sense of tact, discretion, and judgement in dealing with confidential, sensitive and/or delicate matters
• Demonstrated ability to develop and execute projects and process improvement initiatives including planning, requirement gathering, data analysis and reporting
• Interpersonal skills in establishing and maintaining effective working relationships with others
• Excellent organizational, time management, and multitasking abilities
• Sense of urgency with the ability to respond to rapidly changing priorities in a timely and efficient manner
• Ability to travel on a quarterly basis

Job Title: Contract Manager

Date: February 13, 2025

Location 1: Edmonton, AB

Location 2: Calgary, AB

Remote: Hybrid

Business Unit: Health

Department: Health Services

Job Type: Full-time

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