Clinical Services Manager Jobs

JOB TITLE: Clinical Services Manager, Peer Pathways, Real-Time Virtual Support

Job Summary

Working within an innovative and growing virtual team-based care environment, the Clinical ServicesManager is responsible for the effective and efficient clinical service functioning, including leadershipand oversight of the Real-Time Virtual Support Peer Pathways held by RCCbc. Following the successof our first three years of service provision, the Clinical Services Manager will provide strong, creative,relational, and progressive leadership to the growing team as we continue to stabilize and expandboth our existing services, as well as explore adding new clinical services to meet community needs. In accordance with the established vision and values of the organization, the Clinical Services Manager will receive work direction from the Networks Director and will report directly to the Executive Director,Operations.

Project Summary

The Peer Pathways of the Real-Time Virtual Support Program were intentionally created andoperationalized to support the most vulnerable communities and providers in our province. The 24/7 virtually enabled peer support pathways provide immediate unencumbered access to support ruralhealthcare providers, irrespective of the remoteness of where they find themselves. The pathways assista full spectrum of front-line emergency health care providers including nurses, nurse practitioners,registered midwives, family physicians and specialists. They operate in the well-received spirit of“phone a friend”. Additionally, RTVS peer support virtual physicians help to build capacity incommunity through supporting simulations, PRA-BC & physicians new to rural practice and UBC FamilyPractice second-year residents transitioning to rural practice.

Network Summary

The Rural Coordination Centre of BC (RCCbc) mission is to promote improvement in the health statusof people living in the rural communities of British Columbia. The RCCbc serves as a strategic forumthat facilitates discussions between Partnership Pentagram Plus (Health Administrators, Policy Makers,Rural Communities, Linked Sectors, Academia and Health Providers) on coordination of ruralhealthcare services, improvement of effective collaboration, network partnership and leadership andto promote understanding of rural health challenges and opportunities.

KEY DUTIES AND RESPONSIBILITIES

1. Leads, plans, develops, implements, and evaluates new or redesigned workforce plans,services and programs to support clinical improvement and service expansion priorities whileensuring alignment with other program operations and evidence-based practice protocols;incorporates change methodologies into the redesign of existing programs to transformservice delivery, culture, and system structure when/where needed.

2. Supports the design, implementation, and ongoing quality improvement of a culturallysafe, sustainable, and successful team-based care service model that integrates a two-eyedseeing approach for the RTVS Peer Pathways. This may include, but is not limited tocollaboratively developing, evaluating, and refining team communication, leading regular teammeetings or huddles and associated follow up, and developing and managing effective teamworkflows.

3. Communicates program strategic direction incorporating the RCCbc and RTVSprogram vision, values and ensures integration into practice by team members.

4. Leads development, implementation, management, and ongoing quality improvementof systems and processes to monitor and manage quality performance, critical incidents, andend-user feedback or complaints. Supports our physician leadership in response to complaintsand incidents with respect and privacy, and facilitates debriefing processes as needed.

5. Supports the development, monitoring, and analysis of key performance indicators byacting as a resource in the application of quality improvement knowledge and expertise to theprogram.

6. Plans, manages, and evaluates clinical service operations including scheduling forplanned absences, responding to unplanned absences, workload and performance monitoringand evaluation, and creating overarching clinical service delivery schedules and staff rotationsbased on operational requirements.

7. With other team members, co-manage accounts and access for MOIS, the electronicmedical record (EMR). As relevant to each clinical role, manage clinical staff accounts andaccess for applications including, but not limited to Pharmanet, Care Connect, SRFax, Teams,and Zoom. Act as an expert resource for training, troubleshooting and coaching for clinicalstaff in MOIS and applications.

8. Support clinical record management and documentation practices that meet andexceed standards. This may include education and training on best documentation practice,chart audits, quality improvement and performance management.

9. Performs full scope of people management activities to support Physician Leadershipof peer pathways. Provides work direction and oversight of the staff team.

10. Supports and coordinates staff team development, contributing to learning plans anddevelopment.

11. Establishes and maintains an effective working relationship and ongoingcommunications with the RTVS peer pathway Physician Leads, team, and providers; leadershipof other RTVS pathways held by FNHA and HLBC; and leadership of the Ministry of Healthteams supporting RTVS.

12. Supports the development and management of the program budget to complementstrategic directions within existing fiscal constraints. Completes required reporting.

13. Identifies issues affecting clinical service and workflow implementation, andcoordinates information from multiple sources to analyze and form a comprehensiveperspective in order to revise goals and plans to reflect changing priorities. Presents optionsand recommendations to Peer Pathway Physician Leads and Networks Director and supportsimplementation of solutions.

14. Participates in the development, evaluation and refinement of tools and methods toimprove efficiencies and effectiveness in service delivery, including clinical guidelines, policies,and standard procedures. Ensures clarification of roles, adherence to accreditation, regulation,and practice standards, and safe delivery of care.

15. Collaborates with internal and external stakeholders to exchange knowledge, anddevelop, manage and evaluate clinical programs considering cultural safety, client needs,service delivery interrelationships and service potential within a complex environment.

16. Works closely and collaboratively with the RTVS Peer Pathway team, including theVirtual Pathway Physician Leads, to ensure clinical and non-clinical operations are working asan integrated and synergistic whole.

17. Ensures the Physician Lead, Virtual Care and Networks Director is informed and awareof significant risks, events and activities in the areas of responsibility.

18. Performs other related duties as assigned.

19. Travel as needed.

PREFERRED QUALIFICATIONS

Education, Training and Experience

• Clinical bachelor degree, or medical professional certification (ex. Bachelor of Nursing,EMT); A Master’s Degree in a relevant field (e.g. health administration, nursing, etc.), or anequivalent combination of education, training and experience is an asset

• Demonstrated commitment to valuing diversity and contributing to an inclusiveworking and learning environment

• 6-8 years of experience in working in a clinical setting, including 4-5 years of experiencein a direct progressive supervisory/leadership capacity.

• Experience working with First Nations people and communities and providingculturally safe care

• Experience in emergency, maternity, pediatric, internal medicine and/or critical care is

an asset

COMPETENCIES AND SKILLS

• Excellent communication skills including the ability to facilitate, negotiate, and partnerwith others both internal and external to the organization

• Demonstrated knowledge and ability to work with diverse populations, incorporatingdiverse perspectives, values, and approaches into planning

• Excellent interpersonal skills, advanced written and verbal communication, pro-activeproblem-solving abilities, and a well-demonstrated ability to work with others as part of aninterdisciplinary team

• In-depth knowledge of project management concepts, methods, practices, and tools

• Project management skills and ability to provide leadership to others in a team setting

• Exceptional attention to detail and an advanced ability to organize information andmulti-task/ prioritize in a busy environment

• Flexibility and willingness to travel to rural sites across the province

• Highly proficient with databases, MS Office (particularly Word, Excel, and PowerPoint),email, and the internet

• Ability to orchestrate multiple activities at once to accomplish results

• Ability to effectively present and clarify requirements, and gain support forexpectations, ideas, and concepts with various audiences/stakeholders

• Ability to create and achieve results by engaging and influencing individual, group, ordepartmental goals

• Ability to inspire and guide individuals toward goal achievement

• Ability to effectively explore alternatives in order to make appropriate decisions

• Sound understanding of culturally safe and trauma-informed approaches to practice.Understanding of own intersectionality, power, privilege, and how these concepts may impactown work and perspectives. Familiarity with the Declaration of the Rights of IndigenousPeoples Act (BC), the recommendations from the Truth and Reconciliation Commission, the “InPlain Sight” report, the national inquiry into Missing and Murdered Indigenous Women andGirls, and the impacts of these on health, health care and health care design for Indigenouspeople. Commitment and curiosity to applying a two-eyed seeing approach to balance westernand Traditional Indigenous worldviews in practice.