Business Optimization and Scheduling Specialist

Job Description 

Mission:

As the Business Optimization and Scheduling Specialist, you will contribute to Extendicare’s purpose of Helping People Live Better by improving the consistency, efficiency, and effectiveness of back-office processes and performance across long-term care and retirement homes. You will play a critical role in equipping Business Office staff with the tools they need to manage their home’s business office, while supporting talent acquisition and development through onboarding and training initiatives. In addition, you will act as a partner on corporate projects impacting home business offices, ensuring smooth transitions, optimized workflows, and compliance with company standards. Leveraging strong project management skills, you will plan, coordinate, and execute initiatives from start to finish, driving alignment across stakeholders and delivering measurable results. Through your expertise in process mapping and data analysis, you will drive operational excellence and enable homes to deliver high-quality service to employees, residents, and their families.

This is a full-time, permanent, hybrid position, based out of our Markham, Ontario office with travel required, 25-50% of the time.

Key Responsibilities:

• Training, Support & Compliance – Develop and deliver learning materials and training programs (in-person, virtual, and e-learning) to equip Operations Managers and business office staff. Provide ongoing support for Workday, PointClickCare, and scheduling systems, ensuring processes align with company policies, procedures, and regulatory requirements. Collaborate with SMEs to keep content current.

• Onboarding & Development – Support onboarding of new business office staff and contribute to development programs that build skills and ensure role readiness.

• Recruitment – Partner with hiring managers to evaluate business office candidates, participate in screening and interviews, and provide recommendations to ensure the selection of qualified team members who meet role requirements and support operational excellence.

• Customer Service – Troubleshoot and resolve back-office issues using ServiceNow; collaborate with IT, Finance, and HR teams to ensure timely resolution of escalated cases.

• Projects – Plan, coordinate, and execute corporate initiatives from start to finish. Lead process improvement efforts, support the introduction of new policies, procedures, and learning programs, and conduct systems testing for enhancements. Provide senior leadership with recommendations to resolve issues and improve performance.

• Data Analysis & Reporting – Collect, analyze, and report on business office performance metrics to identify trends, inform decision-making, and measure the impact of process improvements. Use data insights to support strategic initiatives and provide actionable recommendations to leadership.

• Continuous Improvement – Drive operational excellence by identifying opportunities to improve consistency, efficiency, and effectiveness in back-office processes. Utilize process mapping and workflow analysis to implement sustainable improvements and collaborate with stakeholders to ensure alignment with organizational standards and goals.

Required Education, Credentials and Experience:

• Post-secondary education in Business Administration, Accounting, Human Resources, Engineering, or Project Management.

• 3–5 years of experience in business or office operations; experience in long-term care or healthcare is an asset.

• Proficiency in Microsoft Office Suite (Word, Outlook, Teams, SharePoint) with advanced skills in Excel and Visio.

• Must be available and willing to travel 25-50% of the time to locations locally and/or across Canada

• Experience working in Workday, PointClickCare, or other cloud-based systems.

• Demonstrated ability to manage projects from planning through execution, including stakeholder coordination and meeting deadlines.

• Strong organizational skills, analytical thinking, and attention to detail in a fast-paced, multi-functional environment.

• Knowledge of process mapping, workflow analysis, continuous improvement methodologies, and ability to collect and interpret data to inform decisions and measure performance.

• Must provide a complete and current (within six months) Vulnerable Sector Check (including a Criminal Background Check) or be willing to obtain one.

What Extendicare has to offer:

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize