Quality Improvement Officer

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Student Wellness Hub

The Student Wellness Hub provides a range of health services to McGill students with a focus on awareness, prevention, and early intervention. The Student Wellness Hub has a variety of clinicians that provide one-on-one appointments, therapy groups and other services. Within the Student Wellness Hub, the Healthy Living Annex focuses on health promotion and offers peer support programs for both the Macdonald and downtown campuses. 

Position Summary:
Reporting to the Associate Director of Operations, the Quality Improvement Officer plays a key role in ensuring the design, implementation, and continuous improvement of high-quality, standardized processes across the Student Wellness Hub (SWH).

This position supports the development and optimization of operational, programming, and clinical procedures to ensure alignment with healthcare best practices, safety standards, and the principles of the Collaborative Care framework. The Quality Management Officer serves as a central resource for process design, risk mitigation, compliance with internal protocols, and protocol standardization across all SWH functions—contributing to a culture of excellence, accountability, and continuous improvement.

Primary Responsibilities:
 

• Collaborate with Student Wellness Hub team members to design, refine, and document standard operating procedures (SOPs) and workflows that enhance service delivery, streamline operations, and advance the Hub’s strategic priorities—particularly improving equitable access to care and fostering a welcoming, inclusive experience for all students.
• Lead communication, training, and consultation efforts to ensure staff are well-informed and equipped to follow established procedures. This includes planning and managing onboarding, refresher sessions, and targeted training on quality standards, workflow updates, and compliance protocols.

• Act as the central point of contact for quality and risk-related concerns across all functions and sub-units within the Student Wellness Hub (SWH) teams, including internal and external reviews and audits. Support Hub leadership in continuous improvement initiatives and manage the implementation of resulting recommendations. Provide subject matter expertise, data insights, and recommendations to enhance procedural practices, care quality, operational efficiency, and the overall student experience.

• Spearhead efforts to improve documentation practices and knowledge sharing across the Hub. This includes optimizing the use, accessibility, and user-friendliness of internal knowledge bases (e.g., Confluence), ensuring that standard operating procedures and quality protocols are clearly communicated, regularly updated, and easily accessible to all staff.
• Monitor adherence to internal protocols and regulatory standards by developing and maintaining tracking tools for time-sensitive processes (e.g., ROI requests, billing documentation, file archiving, inventory management), while also tracking service quality indicators (e.g., phone wait times, booking efficiency, satisfaction with non-clinical interactions). Communicate findings to relevant stakeholders to support data-informed decision-making and service improvements.
• In collaboration with the leadership team, support the management and communication of Hub-wide procedures related to critical incidents (e.g., technological disruptions, on-site safety concerns, unauthorized access to secure areas), ensuring clarity, consistency, and alignment with both internal and McGill University protocols.
• Contribute to the development and maintenance of incident reporting systems, including data collection tools and metrics. Plan and manage reviews of safety concerns and process failures with relevant stakeholders to support timely resolution and continuous improvement.
• Ensure the accurate and timely completion of standardized documentation (e.g., declarations, incident analyses, disclosures), in accordance with internal procedures and McGill’s regulatory requirements.
• Collect and organize operational data related to Student Wellness Hub (SWH) procedures (e.g., adherence tracking, incident logs, workflow updates) to support internal monitoring and quality assurance efforts.
• Maintain clear documentation of procedural trends and recurring issues and communicate relevant observations to Hub leadership and stakeholders to inform decision-making and service improvements.

Other Qualifying Skills and/or Abilities

• Bachelor’s degree in a relevant field such as Health Administration, Public Health, Social Sciences, or Business Administration.

• One (1) year of related experience in a quality assurance, compliance, or administrative support role, ideally within a healthcare, wellness, or service delivery setting.Familiarity with healthcare protocols, safety procedures, or incident reporting practices.
• Exposure to clinical or administrative workflows, with an understanding of how procedures are documented, tracked, and improved, a strong asset.Ability to understand how different parts of the Student Wellness Hub work together and how changes in one area can impact other areas.
• Demonstrated experience working in a student health, wellness, or post-secondary environment, an asset.

• Proven comfort and ease using electronic systems such as electronic health records (EHRs), and incident tracking tools.Demonstrated ease at using digital tools such as email, shared drives, and basic documentation platforms (e.g., Confluence, Microsoft Office).
• Demonstrated understanding of how wellness or healthcare services operate, including how different teams work together.
• Comfortable working in a dynamic environment and supporting the implementation of new procedures or tools.
• Proven ability to work well with others in a collaborative, respectful, and inclusive environment.
• Clear, respectful and professional writing skills, especially for creating or updating procedures and internal guides.Able to share information effectively and work with others using tact, diplomacy, and professionalism.
• Strong organizational and communication skills, with attention to detail and a collaborative, inclusive approach to problem-solving.Proven understanding and demonstrated ability to deal with confidential and/or sensitive situations with discretion, tact, care, integrity and diplomacy.
• Demonstrated ability to keep track of tasks, follow procedures, and to notice, document and correct when something is not working as expected.Proven ability to recognize when something may pose a risk to safety, service quality, or compliance, and knows when to raise concerns.
• Good organizational skills and the ability to manage multiple tasks or requests at the same time.
• Willingness to learn and support training efforts for staff on procedures and protocols.
• Bilingualism (French and English) is a requirement.Knowledge of French and English:McGill University is an English-language university where day-to-day duties may require English communication both verbally and in writing.The level of English required for this position has been assessed at a level #4 (Fluent) on a scale of 0-4.

As one of Montreal's Top Employers, here is what we offer:

• Competitive benefits package (Health, Dental, Life Insurance)
• Defined contribution pension plan (with employer contribution up to 10%)
• Group Registered Retirement Savings Plan (RRSP) and Tax Free Savings Account (TFSA)
• Competitive vacation policy
• Two (2) personal days
• Two (2) floating holidays
• Nine (9) "Summer Fridays" - paid days off between the St-Jean Baptiste holiday and Labour Day
• Paid time off over the December holiday period
• Tuition waiver for regular employees and their dependents
• Up to two (2) days of remote work per week where the position permits

Before applying, please note that to work at McGill University, you must be both authorized to work in Canada and willing to work in the province of Quebec at the campus where the position is based / located.

For a definition of our language proficiency levels, please click here.

Bachelor's Degree 3 Years Related Experience /

(MPEX Grade 04) $64,770.00 - $80,960.00 - $97,150.00

Job Profile:

MPEX-ADM2A - General Administration - Professional 2

33.75 (Full time)

Associate Director Hub Operations

2025-12-23