Full Time Director, Patient Services

CARE AND BE CARED FOR – THIS IS YOUR HOME

Are you an experienced senior leader with an interest in collaborating with internal and external partners and, in conjunction with the broader Patient Services Leadership Team, develop strategic plans to support corporate objectives related to their portfolio? Are you able to provide leadership to direct reports and front-line staff to ensure exemplary experience for the patients and families we serve?

If so, take a look at this rewarding career opportunity working alongside a supportive and collaborative team of over 8,000 regulated health care and other professionals. We are amid a momentous time for health care in Ontario as we move to a more connected health care system through the Ontario Health Teams model of care.

Home and Community Care Support Services is looking for a Director, Patient Services who supports access to services for seniors, people with disabilities and people who require health care services to help them live independently in the community, transition to home, avoid hospitalization when possible, or premature institutionalization. The Director, Patient Services is accountable for achieving corporate objectives as they support the organization’s mission, vision and values and acting as an ambassador on behalf of the organization. Reporting to the Vice President, Patient Services, The Director, Patient Services supports the commitment of Home and Community Care Support Services (HCCSS) to improve patient experience by providing quality care and ensure value for money to ensure care is available for patients with the greatest need. You will also earn the trust of the health system and community partners, to support patients across the continuum of care while fostering a workplace where people want to be, recognizing the strong correlation between staff satisfaction and patient experience.

What do we offer?

We know wellness is supported with work-life balance. In an inclusive culture committed to support your passion for continuous learning, growth and innovation, we offer

• Valuable development opportunities
• Attractive comprehensive compensation packages and benefits
• Membership in a world class defined benefit pension plan

What will you do?

• Develop and maintain open, trusting and collaborative internal and external relationships in the interest of patients and families, across the continuum of care
• Consult with VP and other Directors to support standard operating practices across patient care teams
• Embody HCCSS mission, vision and values and apply quadruple aim (enhancing patient experience, enhancing provider/staff experience, improving value and improving populations health) to support continuous quality improvement in daily work
• Provide leadership to the development, review and implementation of policies, procedures, and guidelines in accordance with relevant legislation
• Manage multiple, large projects or facilitates complex discussions that involve stakeholders from across the healthcare sector who have varying interests/goals
• Understands and incorporates change management strategies and techniques into planning, development and implementation activities
• Foster a workplace where people want to be, recognizing the strong correlation between staff satisfaction and patient experience
• Provide leadership for responsiveness to patient, partner and public feedback
• Prepare reports/presentations and delivers as required
• Familiarize self and others with best practice standards in evidence-based care, to provide appropriate organizational leadership
• Contribute to health system transformation by collaborating effectively with internal and external partners to achieve patient and family centered goals
• Support for other duties and initiatives as required. Portfolio may be subject to change upon operational requirements, including assignment of a local or regional specific portfolio
• Engage and motivates staff members to achieve high quality patient care and patient experience
• Participation in on-call rotation with Patient Services leadership
• Provide safe, quality care and ensure value for money to ensure care is available for patients with the greatest need
• Monitor, analyze and provide recommendations related to indicators for patient experience, the provision of patient care, partnerships, stewardship and human resources and implements changes as required
• Provide leadership to ensure that appropriate standards of practice are maintained
• Demonstrate flexibility to adjust to rapidly changing conditions, challenges and requirements
• Practice based on principles of Lean process improvement methodology
• Collaborate with human resources to ensure the desired skills sets for success in patient care are achieved
• Provide leadership to enable senior regional managers, managers and front-line staff to fulfill obligations within the context of our organizational values
• Uphold organizational objectives through achievement of key performance indicators
• Provide leadership to internal and external committees and projects to improve patient experience, act as an operational link with service providers

What must you have?

• Demonstrated ability to lead complex change management processes
• Knowledge of tools, systems and databases used in client service delivery and management (e.g. CHRIS, RAI, etc.)
• Strong leadership, coaching and mentoring skills
• Strong customer service orientation
• Solid critical thinking, conflict resolution and problem-solving skills
• Advanced understanding of HCCSS operations and patient experience
• Practical knowledge and understanding of relevant legislation (Long-Term Care Act, Nursing Homes Act, Health Insurance Act, Employment Standards Act, French Language Services Act, Regulated Health Professionals Act etc.)
• Baccalaureate degree in a health or related field
• Master’s degree preferred
• Excellent verbal and written communication skills
• Demonstrated experience leading staff and working with diverse teams and stakeholders
• A minimum of 8 years in a health-care leadership capacity
• Experience in a progressive leadership capacity preferred
• Demonstrated leadership in change
• Registrant in good standing with a Regulated Health Professional body
• Expert understanding of performance measurement (including analysis, interpretation and reporting of metrics)
• Strong computer skills and the ability to use a variety of software programs (including MS Office suite)

We have a mandatory COVID-19 vaccination policy. As a condition of employment, all employees are required to submit proof of COVID-19 vaccination status prior to start date.

What would give you the edge?

• Experience using continuous improvement and change management techniques
• Demonstrated ability to effectively manage complex relationships
• Experience with championing and managing new initiatives across multiple teams
• Exceptional communication, project management, negotiation and conflict resolution skills
• Experience in a progressive leadership capacity
• Accountability for complex health care delivery system in the health care sector

Who are we?

We are Home and Community Care Support Services, ready to serve every person in Ontario. We partner with patients and caregivers, family physicians, hospitals, long-term care and retirement homes, service providers and Ontario Health Teams, to deliver responsive, accessible, integrated, patient-centred care.

Why join us?

If you’re interested in driving excellence in care and service delivery, and seeking an unparalleled opportunity to lead and learn, partner and connect, care and be cared for, this is your home.

Equity, Inclusion, Diversity and Anti-Racism Commitment

Home and Community Care Support Services is committed to a culture of equity, inclusion, diversity and anti-racism. We are committed to attracting, engaging and developing a workforce that reflects the diverse communities we serve. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request.

THIS JOB DESCRIPTION IS A GENERAL SUMMARY ONLY AND IS NOT INTENDED AS A COMPLETE LISTING OF ALL DUTIES AND/OR ACTIVITIES RELATED TO THE JOB. ALTERATIONS MAY BE MADE FROM TIME TO TIME AS NECESSARY.

All applications will be reviewed; however, only those selected for an interview will be contacted.