Permanent Full Time Manager, Patient Services

CARE AND BE CARED FOR – THIS IS YOUR HOME

Are you a strategic leader that drives effectiveness, efficiency and excellence in patient care? Do you have experience leading and motivating staff to meet organizational objectives? Are you passionate about exceptional health care and driven by a desire to help others?

Do you have experience leading and motivating staff to meet organizational objectives? Are you passionate about exceptional health care and driven by a desire to help others?

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 an experienced healthcare leader with expertise in relationship building, change management, and a results oriented focus. The Manager, Patient Services provides strategic leadership to font-line staff to ensure exemplary experience for the patients and families we serve. The Patient Services Manager will collaborate with internal and external partners and, in conjunction with the Director, develop strategic plans to support corporate objectives related to their portfolio.

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

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

What will you do?

• Identify the patient’s care needs
• Get on the appropriate waiting lists.
• Apply for and arranging admission to a long-term care home
• Support the development, review and implementation of policies, procedures, and guidelines in accordance with relevant legislation.
• Determine the patient’s eligibility for government-funded services and settings
• Uphold organizational objectives through achievement of key performance indicators (KPI’s) (see Appendix)
• Provide safe, quality care and ensures value for money to ensure care is available for patients with the greatest need.
• Find out how services are delivered
• Determine the availability of financial subsidies for particular service options
• Arrange for delivery of government-funded home and community support services
• Gather information about providers (home, community support services and residential care) in the patient’s area
• Familiarize self and others with best practice standards in evidence-based care, to provide appropriate organizational leadership.
• Apply for admission to a day program, supportive housing or assisted living program, or certain chronic or rehabilitation beds
• Provide leadership to enable front-line staff to fulfill the following obligations, within the context of our organizational values
• Explore the options best suited to meet the patient’s needs and personal situation

Relationship Management

• Represent the HCCSS with integrity and professionalism
• Provide leadership for responsiveness to patient, partner and public feedback
• Develop and maintains open, trusting and collaborative internal and external relationships in the interest of patients and families, across the continuum of care
• Participate and where required provides leadership to internal and external committees and projects to improve patient experience
• Consult with Director and other Managers to support standard operating practices across patient care teams
• Earn the trust of health system and community partners, to support patients across the continuum of care
• Act as an operational link with service providers, as required
• Engage and motivates staff members to achieve high quality patient care and patient experience
• Provide coverage for other Managers as required/requested
• Provide on-call coverage as required/requested

Leadership

• Prepare reports/presentations and delivers as required
• Provide direction and support to Senior Regional Managers and Managers
• Demonstrate flexibility to adjust to rapidly changing conditions, challenges and requirements
• Strive for continuous improvement
• Contribute to health system transformation by collaborating effectively with internal and external partners to achieve patient and family centered goals
• Hold self and others accountable and able to achieve corporate objectives
• Foster a workplace where people want to be, recognizing the strong correlation between staff satisfaction and patient experience.
• Collaborate with human resources to ensure the desired skills sets for success in patient care are achieved
• Practice based on principles of Lean process improvement methodology
• Monitor, analyses and provides recommendations related to indicators for patient experience, the provision of patient care, partnerships, stewardship and human resources and implements changes as required

Patient Safety

• Adhere to the HCCSS' patient safety policies and procedures
• Work within the basic principles of patient safety by doing the right thing for the right patient, using the right method at the right time
• Promote patient safety in alignment with the Vision, Mission, Values and Strategic Directions of the HCCSS

What you must have

• Knowledge of the health care delivery system and community resources
• Strong leadership, coaching and mentoring skills
• College of Audiologists and Speech Language Pathologists of Ontario
• 5+ years of recent experience in community health or a related field
• Demonstrated competency in the use of computer software systems, particularly the use of Microsoft Office Suite and digital health care systems
• College of Physiotherapists of Ontario
• College of Occupational Therapists of Ontario
• Solid critical thinking, conflict resolution and problem-solving skills
• Baccalaureate degree in a health related field.
• Ontario College of Social Workers and Social Service Workers
• College of Dietitians of Ontario
• Excellent verbal and written communication skills
• Membership, in good standing, with one of the following applicable regulatory bodies
• College of Nurses of Ontario
• 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 experience leading staff and working with diverse teams and stakeholders

What would give you the edge?

• Results-orientation
• Relationship building
• Services Act, Regulated Health Professionals Act etc.)
• Ability and willingness to change
• Rapid execution
• Strong understanding of HCCSS operations and patient experience
• Solid understanding of performance measurement (including analysis, interpretation and reporting of metrics)
• Practical knowledge and understanding of relevant legislation (for example, but not limited to Long-Term Care Act, Nursing Homes Act, Health Insurance Act, Employment Standards Act, French Language
• Excellent verbal and written communication skills
• Solid critical thinking, conflict resolution and problem-solving skills
• Loyalty to vision and to the leadership of the organization
• Strong computer skills and the ability to use a variety of software programs (including MS Office suite)
• Autonomy
• Knowledge of tools, systems and databases used in client service delivery and management (e.g. CHRIS, RAI, etc.)
• Strong customer service orientation
• Professionalism
• Possesses the following attributes and demonstrates them in day-to-day activities
• Strong leadership, coaching and mentoring skills
• Demonstrated ability to lead complex change management processes

Who we are?

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.

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

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.