Manager, Patient Services (Wellington Geography)

MANAGER, PATIENT SERVICES

POSITION TITLE Manager, Patient Services

REPORTS TO Director, Patient Services

POSITION STATUS Permanent, Full-Time

DIVISION / DEPARTMENT Patient Services

LOCATION Wellington County (Base = Fergus Office)

COMPETITION NUMBER 23-A-004

POSTING DATE May 16, 2023

CLOSING DATE 430 pm, May 23, 2023

Position Summary

Home and Community Care Support Services Waterloo Wellington is currently recruiting for an accomplished leader in the role of Manager, Patient Services.

As a member of Home and Community Care Support Services, this leadership role is responsible for the daily operations under their leadership portfolio to ensure effective and efficient services are provided to our patients throughout our community. This role fosters the opportunity to promote positive patient outcomes in the community by developing innovative approaches, strategic vision and leadership expertise.

Reporting to the Director, Patient Services, this position is responsible for the supervision and development of staff and evaluating the ongoing effectiveness, efficiency and quality of services and program development in collaboration with our community service partners.

What will you do?

• Maintain current knowledge of all relevant legislation
• Work with colleagues to review and assign appropriate workload and adjust staffing to ensure efficient Home and Community Care Support Services operations
• Identify key elements for the success of staff in their job responsibilities and provide education and support in the development of identified core competencies
• Ensure staff access and utilization of all available resources to maximize efficiency in the provision of service to patients including information and referral, assessment and linkage/access to community services and options
• Select, orient, educate, and provide overall supervision and mentorship of assigned Home and Community Care Support Services employees including team assistants and care coordinators utilizing performance management, coaching, and exercising progressive disciplinary measures when necessary
• Other duties as assigned
• Contribute to the development and utilization of performance measurement and monitoring systems for areas of responsibility and for the organization
• Be an effective and active participant in business process analysis and change management initiatives
• Assist staff in change initiatives such as automation, reform measure implementations, and service provider transitions, etc.
• Implement reform initiatives and support staff while endorsing a flexible approach within the fast paced work environment
• Health and Safety responsibilities as set out in Occupational Health and Safety Framework Policy
• Take a proactive approach to promoting positive morale
• Act as a resource to staff and assist in problem solving, ethical dilemmas and dealing with complaints/concerns to facilitate the best possible resolution
• Interpret and explain Home and Community Care Support Services Waterloo Wellington services and community supports to patients, family members, physicians, and the general public
• Escalate appropriate organization or individual issues when required
• Regularly review management reports for a variety of purposes including assisting in data integrity adherence, resource allocation strategies, case costing analysis, supply and equipment usage, service utilization trending and analysis, and market allocation compliance
• Promote constructive and collaborative working relationships through professionalism and positive promotion of Home and Community Care Support Services Waterloo Wellington internally and externally
• On-call duties related to area of responsibility
• Promote care coordinator effectiveness by participating in care conferences and other patient focused supports (e.g. LTCH processes, hospital complex discharge rounds, ALC rounds, etc.) supporting all activities related to patient access and flow in collaboration with hospital and community partners.
• Interpretation and application of the ONA and CUPE collective agreement
• Foster ongoing development and education of staff, including identifying individual staff learning needs and recommending educational learning paths

What must you have?

• Proactive and innovative approach to problem-solving.
• Possess strong critical thinking skills with a positive solution focus
• Demonstrated conflict resolution skills.
• Demonstrated management skills to provide leadership to a multi-disciplinary team, ensuring compliance with all regulations, legislation, safety programs, and policies and procedures.
• Demonstrated values that align with the organization’s culture.
• Three (3) years of progressively responsible experience in a Home and Community Care Support Services/Home Care Program, community setting or other related Health Care field, preferred.
• Must have demonstrated competency in the use of computer software systems particularly the use of Microsoft Office suite and digital health care systems.
• Demonstrated interpersonal skills.
• Experience with using data and financial reports.
• Ability to negotiate sensitive, complex issues involving the client, service provider and staff while exercising diplomacy, confidentiality and good judgement.
• Undergraduate degree in a related, health-care discipline, preferably at the Master's level, with current Registration in an appropriate Professional College or discipline.
• A minimum of two (2) years of leadership experience and evidence of ongoing, professional management skill development, a definite asset.
• Demonstrated expert knowledge of Community Health, Social Service agencies and volunteer organizations.
• Demonstrated organizational, planning and developmental skills.
• Demonstrated experience with quality frameworks, project and change management.
• Excellent written and oral communication skills
• Excellent listening skills and an adaptive style of managing.
• Respectful of individual strengths and differences.

What would give you the edge?

• Preference will be given to candidates who are proficient in both official languages.
• Experience working with diverse, multicultural patient groups in community settings.
• Experience managing a team in a hybrid work model environment.
• Experience in a unionized healthcare and community care environment is an asset.
• Experience in managing projects and with change management principles.

What do you need to know?

This position will be expected to be onsite in the office on a regular/rotational basis and/or as determined by the Employer. The successful applicant must be willing and able to attend onsite as required.

How do you apply?

Interested candidates should submit their resume and cover letter before 430 pm on Tuesday May 23, 2023, stating Competition # “23-A-004- Manager, Patient Services” in the subject line of the email, to [email protected]

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

Committed to Diversity and Inclusion

In line with our fundamental values of collaboration, respect, integrity and excellence, Home and Community Care Support Services is an inclusive employer which respects equity, inclusion, diversity and anti-racism. We are committed to attracting, engaging and developing a workforce that reflects the diverse communities we serve.

Home and Community Care Support Services Waterloo Wellington is an equal opportunity employer. We are committed to providing supports to applicants with disabilities throughput the recruitment and selection process. Candidates requiring accommodation should advise Human Resources. Support will be provided in accordance with the applicant's needs and in accordance with the Ontario Human Rights Code and the Accessibilities for Ontarians with Disabilities Act

Home and Community Care Support Services has implemented a mandatory vaccination policy across the province that requires all staff to be fully vaccinated against COVID-19. Applicants being considered for employment will be required to provide proof of vaccination documentation confidentially to Human Resources upon hire. Any medical or human rights exemption requests are required to be submitted for review and validation prior to an offer of employment.