The Manager, Health Advocate Representative provides strategic and operational leadership within the Office of the Alberta Health Advocates (OAHA) and plays a key role in ensuring the Office fulfills its legislated mandate to support Albertans in navigating concerns and complaints related to the health care system. The position oversees the delivery of complaint intake, analysis, referral and investigation services, ensuring matters are addressed fairly, consistently and in accordance with applicable legislation, policies and established practices.
The Manager leads a team of Health Advocate Representatives and is responsible for overseeing day-to-day operations, workload management, service quality and staff development. The position provides leadership and guidance on complex and sensitive matters, supports decision-making related to investigations and complaint resolution, and ensures consistent application of legislative and procedural requirements. The Manager also contributes to operational planning, risk management and continuous improvement initiatives that support effective and responsive advocacy services.
The role works closely with health system partners, regulatory and oversight organizations, government stakeholders and internal leadership to address emerging issues, support collaboration and advance organizational priorities. Through strong leadership, sound judgment and a client-focused approach, the Manager helps ensure the Office delivers high-quality advocacy services while maintaining public confidence in its mandate and operations.
Primary responsibilities include:
- Leading complaint intake, referral and investigation services to ensure concerns are addressed fairly, consistently and in accordance with legislative and operational requirements.
- Providing leadership, coaching and performance management to a team of Health Advocate Representatives while establishing priorities, service standards and operational expectations.
- Overseeing complex, sensitive and high-profile files, providing guidance on investigations, complaint resolution and emerging issues.
- Building and maintaining effective relationships with health system partners, stakeholders and oversight bodies to support service delivery and collaborative problem-solving.
- Leading operational planning, reporting, policy development and continuous improvement initiatives that strengthen service quality, operational effectiveness and organizational outcomes.
- Leading and supporting outreach and education activities that advance the Office’s mandate, including visits to designated health facilities, presentations, and stakeholder engagement.
The Job Description is provided for Further details on this position.
