Director, Patient Support Centre

About Us:

Established over 30 years ago, Medcan is a global leader in assessing clients' overall well-being and inspiring them to live well. Medcan has a comprehensive range of diagnostic assessments, which, in combination with innovative programs tailored to specific needs, are designed to successfully reach improved health outcomes.

Over 80 physicians and specialists, alongside a broad roster of complementary health care disciplines, provide health and lifestyle management services on site and by video consult for individuals, families and organizations. Our team of 700+ staff see clients virtually and physically from our downtown Toronto and Oakville clinics.

The Director of Patient Support Center (PSC) is an experienced and client-focused professional with a great attitude who is able to lead a large team of direct and indirect nurses and coordinators, work cross-divisionally within the clinical and business units, and manage small and large projects. Reporting to the VP of Business Operations and Transformation, the Director of Patient Support Center is responsible for optimizing PSC processes and ensuring quality and compliant service delivery to all Medcan clients.

The Accountabilities:

• Oversee the development and implementation of patient support policies and procedures
• Monitor and evaluate the effectiveness of patient support processes and implement improvements where necessary
• Ensure that patient support services are in compliance with relevant regulations and guidelines
• Set clear objectives for our Patient Support Centre that support timely and excellent client service
• Establish effective administrative systems for maintaining, evaluating and reporting on the operations of PSC
• Provide overall leadership and direction for operational staff that supports the achievement of required outcomes and ensures adherence to accreditation, regulatory, professional and safety standards
• Work in partnership with the Director of Clinical Services to ensure a seamless transition of service delivery between in-clinic and back office
• Ensure clear performance objectives and indicators are in place to assess the delivery of services within the designated clinical patient care service areas
• Managing relationships with internal stakeholders (i.e. physicians and other clinicians) to ensure high quality of care, including clinical oversight of related policies, procedures and external stakeholders (i.e. vendors, Toronto Public Health)
• Establish systems and processes to evaluate performance of programs and service alignment with corporate direction
• Establish an effective workforce plan in collaboration with partners that ensures the ongoing availability of qualified and competent staff within the context of operational demands and resource constraints
• Support the launch of program improvements and new services, liaise with internal leads in IT, HR, and Product Management, support the clinic with respect to operational excellence

The Requirements:

• Strong organization, time management, and problem solving skills; ability to manage multiple priorities at times
• Ability to motivate and lead others to excel and address performance management concerns and staff concerns
• A “results-orientated” mindset with skills related to building relationships, influencing management, and the ability to compel teams to arrive at consensus
• Experienced in various ERP and CRM solutions
• Strong team player with excellent communication, critical thinking and prioritization skills
• Degree in nursing with a Master’s degree in nursing or healthcare administration a plus
• Management of complex projects, change management, and use of key performance indicators
• 10+ years of experience in a management role in health care with experience implementing strategic initiatives

This is a full-time, hybrid role that is scheduled primarily during business hours Monday to Friday.

We thank all applicants for their interest; however only those selected for an initial interview will be contacted. No phone calls and no agencies please.

Diversity, Inclusion, and Accessibility:

Medcan is an equal opportunity employer committed to the principles of employment equity, diversity, and inclusion. We continuously work to provide a fair opportunity for all staff to participate and succeed at work, creating a sense of belonging, respect and a place that values the unique perspectives and lived experiences of each member of our team. We recognize the value of diversity in attributes such as age, gender identity and expression, sexual orientation and attractionality, ethnicity, race, colour, nationality, family and marital status, ability, religion and belief, freedom of thought, and any other characteristic that makes you unique. If these principles resonate with you, we encourage you to apply!

If contacted for an employment opportunity, please advise your Talent Acquisition Specialist if you require accommodation.