Clinical Operations Assistant - Burnaby, BC

Location: This hybrid role requires 3 days on-site at our Burnaby, BC office and 2 days remote per week.

Salary: $67,000 - $77,000
Actual compensation within the range will be based on experience. We also offer quarterly variable compensation package (bonus) + benefits.

About Specsavers

Welcome to Specsavers - where we're not just about eyewear and eyecare, we're a purpose-driven organization committed to changing lives through better sight. As a certified Great Place to Work®, we take pride in our optometrist-owned and -led business model, providing quality eyecare and affordable eyewear to Canadians across the country.

Our journey began 40 years ago in the UK, with visionary optometrists Doug and Mary Perkins. Today, we support over 2,600 healthcare businesses spanning 11 countries in our network, passionately caring for more than 42 million patients and customers worldwide.

At Specsavers, we believe that access to quality eyecare should be a right, not a luxury. That's why we go above and beyond to transform the eyecare experience in Canada. With our advanced clinical equipment and an extensive range of affordable and high-quality eyewear, we're here to make a real difference in the lives of our customers.

But that’s not all - we're also dedicated to fostering a positive, inclusive, and supportive work culture. We strive to create an environment where our partners thrive while benefiting from the collective support and resources of our dedicated teams.

If you're passionate about making a difference, providing incredible care, and being part of a values and purpose-driven organization, join us on our journey to revolutionize the way Canadians experience eyecare. Together, we can change lives through better sight.

What You’ll Do

Purpose of the role

The Clinical Operations Assistant serves as a crucial link in achieving the overall objectives of the Clinical Support Team. By ensuring the seamless coordination of clinical processes and providing essential operational and administrative support, this role directly enhances the efficiency and effectiveness of the team. Through its collaboration with Optometrists and the Clinical Support Team the position strengthens patient care delivery and optimises workflow, ultimately contributing to the team's mission of providing exceptional clinical support.

Key Responsibilities

• Support Optometrist Partners with administrative tasks including college, provincial billing, and OC registration, liability insurance, payment processing, and onboarding of Associate Optometrists.
• Understand and support operational procedures and systems for each Provincial Healthcare system, ensuring compliance and clarity within support teams and optometrists.
• Take responsibility for the Optometry Support inbox and clinical ServiceNow tickets, triaging queries, ensuring timely resolution, and identifying recurring issues to improve processes.
• Provide administrative support to enhance operational efficiency within the Clinical Team including assistance in structuring meetings, preparing agendas, taking accurate minutes, and following up on action items.
• Identify and implement process efficiency opportunities by engaging with colleagues and driving continuous improvement.
• Support the delivery and change management of clinical systems and tools in stores, aligning with the clinical roadmap.
• Provide required administrative support for the Lead OC models including maintaining provincial billing accounts for lead optometrist stores and offering support to associate optometrists in these stores.
• Support internal Clinical Support Team communication so that all team members have visibility and understand progress on the clinical strategy and the departmental plans.
• Track and maintain records of OD hours to support clinical operations.
• Coordinate Clinical Support Team events, meetings, and workshop days, ensuring seamless logistics and engagement.

Operational Duties

• Regularly review internal health insurance processes to identify and implement improvements.
• Support the JML process including maintaining the Optometrist tracker to ensure accurate setup and billing access for new Optometrists.
• Collaborate with the finance team to streamline billing, payment, and reconciliation processes for Optometry Partners and Associates.
• Collaborate with the Retail Team to support optometrist training material and modules.
• Collaborate with the Technology Team to support onboarding of Optometrists and operational systems.
• Support operational frameworks for stores without Optometrist Partners, ensuring compliance with provincial requirements.
• Stay informed on changes to health insurance requirements and update internal processes accordingly.
• Contribute to automation and efficiency initiatives within the Clinical Team.
• Support key clinical initiatives by assisting in the development of clinical tools and resources that support performance and strategic goals.
• Maintain the Canada Optometry Support Hub and GreenPoint.
• Support OCs and Specsavers with warranty claims and replacement of clinical equipment by liaising with vendors and insurance companies.

What We’re Looking For

Essential

• Strong attention to detail and ability to communicate complex information clearly.
• Excellent written communication and process mapping skills.
• Proven relationship-building skills with both internal and external stakeholders.
• Ability to balance multiple priorities and adapt across provincial healthcare systems.
• Effective problem-solving and initiative-taking abilities.

Nice to have

• In-depth understanding of health insurance plans in all provinces that we operate.
• Experience in an operational role and supporting fast-paced projects.
• Experience in supporting or coordinating teams.
• Enjoys working as part of a larger team

Our Fellow ‘Speccies’ Enjoy

• Generous vacation allotment and 1 paid volunteer day
• 1 extra paid day off and an eyecare voucher on your birthday
• RRSP matching
• Quarterly performance bonus
• Healthcare spending account
• Health and dental benefits effective on your first day
• Team and company social events

Behaviours We Value

• Collaborative: We work together as one Specsavers to deliver our purpose
• Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
• Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
• Compassionate: We care, support, and help each other
• Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people, and good for the long term

We hope that in applying with us, you value these things as well!

Our Hybrid Work Model

Be part of the dynamic culture! Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in office, three days a week to contribute, connect, and excel in our vibrant environment.

Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don't meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.

#LI-Hybrid #LI-ED1