Rpn, Health Care Connect

What will you do?

The Care Connector works within a prescribed mandate, helps patients navigate through a complex health care system by connecting people to an appropriate health care provider while also managing waitlists.

Key Responsibilities

Home and Community Care Service Delivery

• Provides information about the Unattached Patients Program, patient rights and responsibilities and the family health care services available.
• Performs other duties as assigned.
• Evaluates patients’ satisfaction to identify opportunities for improvement as well as trends (e.g. identify geographical areas experiencing the greatest access problems).
• Works collaboratively with patients and others in their support network to gather information to make a successful connection with an appropriate family health care provider based on the patients’ care needs.
• Works with patients to help them understand and manage their short- and long-term health care goals.
• Supports patients who face a longer wait time in continuing their efforts to find an appropriate provider during the attachment process.
• Collects personal basic information to identify and verify patient program eligibility under the Cataract Wait Time Guarantee.
• Uses sound professional judgment and acts in accordance with all HCCSS policies and procedures.
• Provides information and referral assistance to patients to access alternative community resources (walk-in clinics, after-hours clinics, urgent care centres, etc).
• Maintains contact with patients on the HCCSS priority list to keep them informed about prospects for attachment.
• Obtains consent for the gathering and sharing of patient information acquired through the attachment process.

Relationship Management

• Shares knowledge, requests information and collaborates with superiors and colleagues to deliver effective and efficient patient service delivery.
• Use the existing HCCSS internal complaint/dispute resolution mechanism to address any complaint that may arise in connection with the program.
• Represents the HCCSS on multi-disciplinary committees and community working groups.
• Establishes and maintains effective relationships with the HCCSS, local agencies (hospitals, family health teams), primary health care professionals, and other appropriate agencies to build and maintain an inventory of primary health care professionals willing and able to accept new patients.
• Participates in events to promote HCCSS objectives, activities, programs and services.

Documentation and Record Keeping

• Protects patient privacy and confidentiality in accordance with legislation, HCCSS policies and the College of Nurses of Ontario.
• Maintains accurate records of waitlists and performs other administrative duties as required, in accordance with HCCSS’s policies and procedures.
• All employees are accountable to follow safe practices related to the security and privacy of information.
• Keep and maintain all records in connection with the program in accordance with professional documentation standards, including the completion of appropriate forms.
• Maintain regular contact with registrants on the HCCSS priority list to keep them informed about prospects for referral, including providing registrants with a status update. Based on information supplied by the Care Connector through the HCC Database, referral letters will be mailed to the registrants by the Ministry.
• Referrals by the Care Connector shall be made in order of the HCCSS priority list.
• Keep and maintain accurate electronic patient files and prepare reports from the Ministry and the HCCSS as requested.
• Identify available providers with accessible premises to ensure registrants with disabilities receive referrals to said Providers.
• No referral shall be provided to a registrant until the Care Connector first confirms through the Health Care Connect (HCC) Database that the Available Provider is listed in that database at the time of referral.

Patient Safety

• Stays abreast of developing best practices in the use of event reporting data for quality improvement.
• Supports the early identification of risks to patient safety through timely and thorough analysis of risk event reports and other key sources of data/information; and
• Reading/implementing patient safety policies and procedures.
• Attending patient safety education.
• Identifying specific and population-based patient safety issues proactively and reactively and taking action to prevent occurrence/recurrence.
• Participating in team/committee discussions on patient safety.
• Shared accountability for ensuring the safest possible patient care in accordance with the Patient Safety Plan. This includes reporting risk event(s).

Risk Management

• Reports risk with causes, impacts or mitigations beyond scope of responsibility or available resources to manager.
• Applies sound risk management with the scope of duties and responsibilities; and

Health and Safety

• Adhere to the duties of workers, as stipulated in Section 28 of the Occupational Health and Safety Act, applicable occupational health and safety policies, procedures and protocol.

What must you have?

Education / Experience / Knowledge

• In-depth knowledge of tools, systems and databases used in patient service delivery and management.
• Good knowledge of primary care services and other community resources as well as the roles of health care professionals.
• Other languages an asset.
• Understanding of the long-term care and health care delivery system in the province of Ontario.
• Advanced verbal proficiency in French an asset.
• Registered Practical Nurse, in good standing with the College of Nurses of Ontario.
• Experience working with various health disciplines as well as the public, interagency contact.

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
• Membership in a world class defined benefit pension plan
• Attractive comprehensive compensation packages and benefits
• Temporary full-time until December 31, 2023, with the possibility of extension.

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.

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