PCN Operations Analyst

Job Description

Position Title

PCN Operations Analyst

Position Type

Temporary Full-Time

Reports to

Operations Supervisor/ Program Manager

Date

January 16, 2026

Salary

$50,000-$55,000

Job Summary

The Operations Analyst supports the Richmond Primary Care Network (PCN) team in areas including Patient Attachment, Administrative Coordination, and basic data analysis. This position learns, provides coverage across core frontline desks and workflows, supports day-to-day operational continuity, and produces routine reporting outputs. The Operations Analyst works collaboratively with a range of health professionals and communicates respectfully with culturally diverse patients, community members, clinics, and partners. The PCN Operations Analyst will play a crucial role in ensuring the PCN initiative achieves its goal of providing accessible, high-quality care to Richmond residents.

Organizational Status

The Richmond Division of Family Practice (RDFP) is a local non-profit society that is part of a province-wide initiative designed to improve patient care, increase family physician influence on health care delivery and design, and enhance professional satisfaction for physicians. The Richmond Division has over 300 physician members, is led by a Board of Directors, and collaborates with Vancouver Coastal Health, BC’s Ministry of Health, and community organizations.

Richmond has embarked on a multi-year journey to transform primary care in Richmond through the implementation of Primary Care Networks. The Richmond Primary Care Network (PCN) program is a joint venture led by the Richmond Division of Family Practice and Vancouver Coastal Health-Richmond, supported through funding from the BC Ministry of Health. In Richmond, our initiative is based on the recruitment of new Family Physicians (FPs) and Nurse Practitioners (NPs) to the community, supporting patient medical homes in relation to care integration, provision of an attachment program for people seeking a primary care provider and delivery of team-based care staffed with allied health, nursing, and clinical pharmacy professionals.

Key Responsibilities

Attachment Coordination Support

Support the Health Connect Registry (HCR) workflow to facilitate matching unattached patients with available Family Physicians (FPs) or Nurse Practitioners (NPs) within the community

Maintain accuracy and completeness of registry/interface data (demographics, status, and required fields)

Communicate with members of the public regarding attachment processes and case status, using clear, respectful, trauma-informed and culturally safe approaches

Build and maintain working relationships with local clinics and primary care providers to understand capacity and support attachment processes

Share appropriate patient information with clinics/providers for attachment purposes in alignment with privacy and security policies

Support attachment progress monitoring (counts, timelines, dispositions) and prepare aggregate summaries as required

Conduct outreach to Richmond residents and community partners to promote local attachment mechanisms and support residents to understand eligibility, navigate the process and complete enrollment/registration as required

Administrative Coordination & Clinic Operations

Utilize computerized scheduling systems to book, adjust, and coordinate patient appointments (including complex interdisciplinary scheduling) and provide appointment reminders as required

Receive, process, and track referrals and related documentation (gather missing information, data entry, and follow-up)

Coordinate clinician schedules with MOAs and primary care providers; organize virtual visits and support patient flow in clinic settings

Greet and direct clients, health professionals, and visitors; respond to general inquiries in a positive and professional manner

Manage calendars and shared document hubs; support faxing/secure distribution of information to referring providers as required

Participate in a set rotation to provide front desk/reception coverage for the Richmond PCN, including welcoming clients, completing check-in procedures, responding to inquiries, and communicating relevant updates to onsite clinicians and team members to support timely patient flow

Receive, sort, and direct incoming mail, packages, and faxes

Provide planning and hosting support for webinars, team meetings, and virtual sessions

Provide administrative support to PCN leadership to participate in team meetings, role development, and quality improvement activities

Administrative duties such as agenda and meeting minutes in working groups & meetings as required.

Data, Metrics, and Reporting

Enter, validate, and maintain operational and performance measure data for local and provincial reporting requirements

Pull data from internal systems (Health Connect Registry, Referral tracker, Booking system) and produce routine quarterly reporting outputs (tables, summaries, basic charts, trends)

Conduct basic data cleaning and quality checks to ensure accuracy, consistency, and completeness of reported metrics

Maintain organized and secure tracking files/databases to support consistent reporting and operational decision-making

Support continuous improvement by identifying workflow pain points and suggesting practical improvements using data and front-line insights

Privacy, Professional Practice, and Collaboration

Ensure workflows comply with privacy regulations and organizational policies, including FOIPPA and PIPA

Apply sound judgement, tact, and diplomacy when handling sensitive patient and provider information

Work collaboratively across roles, provide coverage during absences/peaks, and contribute to a respectful and supportive team culture

Other duties: Perform other duties as required

Working conditions

Temporary, Full-time, office-based, and clinic/event support as needed

Monday to Friday business hours, with occasional early starts or evening meetings/events as required

In-person attendance required at the office location in Richmond, BC

Ability to travel locally within Richmond to clinics, service locations, and community partner sites as needed

Qualifications

Education & Experience

Secondary school graduation or equivalent required

Minimum 2+ years recent, related experience in administrative health care, medical office support, patient-facing customer service, and/or program operations

Experience with scheduling, referral processing, and high-volume administrative workflows in a health setting

Experience supporting evaluation, metrics tracking, and reporting is an asset

Technical Skills

Proficiency with Microsoft Office (especially Outlook and Excel) and general comfort with spreadsheets, trackers, and shared document systems

Experience with health system software and databases, such as EMRs, and/or tools such as PARIS, CareConnect, Pathways, and the Health Connect Registry

Ability to learn new systems quickly and follow step-by-step procedures with strong attention to detail

Knowledge & Competencies

Knowledge of the BC primary care system and comfort working with clinics, physicians, and nurse practitioners

Strong communication skills (written and verbal) and interpersonal/relationship-building skills

Strong organizational skills, ability to prioritize, and ability to manage competing tasks with consistent follow-through

Demonstrated problem-solving skills and ability to work independently while contributing to a team environment

Knowledge of Indigenous cultural safety and humility, and the ability to integrate this knowledge into practice

Knowledge and application of diversity, equity, and inclusion principles

Language

Cantonese/Mandarin required

Benefits:

Dental care

Extended health care

Vision care

Disclaimer: The tasks listed above indicate the general nature and level of work performed in this role. It is not intended to be a comprehensive inventory of all duties, responsibilities, and qualifications required of employees in this position. The bulleted details are examples drawn from current work and are not intended to limit or restrict the tasks outlined in the job description.