Quality Service Leader at Classic LifeCare – Calgary, Alberta

Classic LifeCare is a trusted, family-run home care agency with over 50 years of experience providing exceptional healthcare services. We take pride in our accreditation by Accreditation Canada. We are currently seeking a Quality Service Leader to join our Calgary branch. The Quality Service Leader is responsible for ensuring the delivery of exceptional, client-centered home care services. This position plays a critical role in connecting operations and clinical teams, ensuring seamless coordination and consistent quality of care. Working closely with scheduling, nursing, client services, and field staff, the Quality Service Leader promotes service excellence and continuous improvement.

Key Responsibilities

• Monitor client services to ensure adherence to agency policy and procedures, clinical protocols, and regulatory requirements.
• Conduct audits of documentation, and operational workflows to ensure clinical and operational alignment.
• Ensure compliance with contracts and funders for our Calgary location.
• Serve as a key point of escalation for complex client concerns involving service or scheduling issues.
• Ensure client needs are met through a coordinated approach between clinical teams (e.g. nursing supervisors) and operations (e.g. client care coordinators).
• Promote individualized, culturally sensitive, and safe care.
• Provide coaching and mentorship to the client care coordinators ensuring adherence to operational standards.
• Identify gaps in training or workflow and collaborate with education develop solutions.
• Foster a collaborative environment where clinical and operations teams can problem-solve together.
• Act as a bridge between operations and clinical teams to ensure seamless service delivery.
• Partner with scheduling, nursing, HR, and client care teams to resolve service gaps and ensure continuity of care.
• Facilitate communication between teams to ensure staffing decisions and client needs align.
• Lead quality improvement projects using operational data and client feedback.
• Report on quality outcomes, compliance metrics, and service performance indicators.

Qualifications

• Diploma or degree in Nursing, Health Care Administration, Social Services, or a related field (or equivalent experience).
• Experience in home care, community health, clinical coordination, or operational leadership preferred.
• Previous experience working across both operations and clinical functions is a strong asset.
• Supervisory or leadership experience preferred.

Skills & Attributes

• Demonstrated ability to connect, collaborate with, and influence both operations and clinical teams.
• Strong understanding of person-centered care, scheduling workflows, and clinical practice expectations.
• Excellent communication, conflict resolution, and relationship-building skills.
• High attention to detail with strong documentation, reporting, and follow-through abilities.
• Ability to analyze operational and clinical data to identify trends and drive improvements.
• Proficient with computer systems (AlayaCare, ADP, iTacit) and MS Office applications.
• Comfortable managing multiple priorities and working independently.

Working Conditions

• Combination of office work and virtual collaboration
• Requires access to reliable transportation for local travel.
• Flexibility with hours may be needed to support operational needs

Why Join Our Team

• Join a mission and values driven organization committed to compassionate, high-quality home care.
• Play a central role in connecting operations and clinical care, improving outcomes for clients and employees.
• Be part of a supportive team environment with opportunities for growth and leadership.

At Classic LifeCare, we value kindness, empathy, joy, respect, and understanding. If you're passionate about helping others and looking to grow in a supportive environment, we’d love to hear from you. Apply today—we look forward to connecting with you soon!