Manager, Quality Jobs

Toronto Central

July 2023

CARE AND BE CARED FOR – THIS IS YOUR HOME

Are you an experienced Quality Manager seeking a rewarding career that cares for others, in a professional practice that cares for you? You’re looking in the right place.

Reporting to the Interim Director, Quality, Risk and Safety, you will be responsible for developing and enabling Toronto Central's quality improvement strategy and leveraging a data-driven approach to quality improvement aligned with the Quadruple Aim framework. Workign with the Quality Improvement Specialist and stakeholders across the organization the manager is accoutnable for developing, implementing and evaluating strategies to build capacity for the organization's quality improvement plan aligned iwth provincial priorities.

Whether you work in our office, in the community, or a health care facility – you will play a lead role in providing connected, accessible, patient-centred care – and be supported by our collaborative team that includes over 8,000 regulated health care and other professionals.

As a valued team member, your mission will be to help our patients be healthier at home, while you benefit from our supports for professional growth, personal wellness and work-life balance.

What will you do?

Leads the development and management of systems and processes that supports quality planning, quality improvement and process redesign across the organization to provide the best possible care to our patients and families consistent with HCCSS mission, vision, and values.

• Performs other duties as required.
• Responsible for the coordination, implementation and analysis of caregiver/patient surveys
• Leads the development and deployment of a strategy to build capacity and capability to operationalize the Quality Improvement Plan.
• Remains current on relevant /emerging quality methods, resources and innovations .
• Works with leaders and staff to identify and adopt appropriate quality planning and improvement, and redesign methodologies utilizing recognized tools and frameworks including, but not limited to, the IHI Breakthrough Series, Lean Methodology, Reliability Science, NHS Sustainability Guide, etc.
• Works with Human Resources leaders to ensure quality improvement and process redesign work enhances “joy in work’.
• Models the principles of diversity and inclusion, communicating and reinforcing these principles with staff
• Supports development and implementation of the Quality Improvement Plan
• Works with the Patience Relations lead to ensure quality improvement and process redesign work incorporates co-design and data analytics to continuously improve patient and family experience.
• Consults/laisse with Finance Department leaders to bring a cost impact/savings lens to quality improvement work.
• Works with Patient Services to support ongoing process improvements and evaluation
• Responsible to lead the development and monitoring of the HCCSS Scorecard
• Responsible for the management and administrative function of the Quality Reporting System

Relationship Management

• Strong relationship management skills, including engaging, communicating with and collaborating with stakeholders
• Models and coaches to sensitivity and political acuity in all interactions
• Develops and maintains collaborative relationships at all levels of the organization to ensure the most effective services are provided
• Employs consensus building skills to ensure the most beneficial outcomes to the department

Management of Human Resources

• Holds people accountable to standards of performance including conducting annual performance appraisals that support staff in establishing and attaining performance goals
• Provides leadership to all department members and manages in a manner that motivates, guides and directs employees to the realization of Home and Community Care Support Services values, objectives and performance expectations; maintains a work environment that promotes participation, team work and positive employee relations
• Oversees timely recruitment, performance evaluation, coaching, discipline and termination where necessary are according to Human Resources policy
• Manages attendance according to policy
• Cultivates an environment that retains and attracts exceptional people and that supports life-long learning
• Oversees staff orientation, learning and development plans and ensures accordance to Home and Community Care Support Services policy, procedure and guidelines and that the team member has the requisite knowledge to undertake their specific duties

What must you have?

• Minimum of 5-7 years of progressive professional management/leadership experience working with various sized teams and progressively larger and more complex projects in healthcare
• Exceptional communication, interpersonal, innovative leadership and systems improvement skills
• Demonstrated analytical, problem solving and conflict resolution skills
• Proven ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment
• Demonstrated organizational skills and ability to collaborate, prioritize workload and work under time pressures to meet deadlines
• A passion for quality improvement and a strong customer service orientation.
• Knowledge of health care business strategies, objectives, business priorities and related communication priorities and requirements.
• Superior ability to communicate effectively, both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on the client and caregiver needs and experience
• Thorough understanding of measurement, performance, trending, and reporting.
• 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
• Demonstrated superior verbal and written communication, and presentation skills.
• Proficient in a Windows environment
• Proven experience in relationship management facilitation, negotiation and problem solving.
• Lean Six Sigma certification (yellow/black) is required
• Degree in related field such as Health Administration, Quality Improvement, Business Administration, Industrial Engineering
• Demonstrated knowledge of health care system issues and functions
• Experience engaging with patients and families
• Leadership experience in managing and coaching staff and working with diverse teams.
• Detail oriented with excellent analytical and problem solving skills

What would give you the edge?

• Patient Safety and /or Patient Experience Certification/program completion
• Regulated Health Professional Undergraduate degree
• Bilingual (French and English)
• Knowledge of the health care system and service delivery models used in the community
• Certified Project Management Professional (PMP) , or Program Management Professional (PGmP)

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

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

Who are we?

We are Home and Community Care Support Services, ready to serve every person in Ontario. We partner with patients and caregivers, primary care providers, 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.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.