Temporary 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.

Initial portfolio assignment will be Burlington Hospital (Joseph Brant Hospital). Portfolio assignments are subject to change based upon operational need.

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

What will you do?

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

Relationship Management

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

Leadership

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

Patient Safety

• Promote patient safety in alignment with the Vision, Mission, Values and Strategic Directions of the HCCSS
• 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
• Adhere to the HCCSS' patient safety policies and procedures

What you must have?

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

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?

• Possesses the following attributes and demonstrates them in day-to-day activities
• 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
• Autonomy
• Excellent verbal and written communication skills
• Rapid execution
• Knowledge of tools, systems and databases used in client service delivery and management (e.g. CHRIS, RAI, etc.)
• Demonstrated ability to lead complex change management processes
• Loyalty to vision and to the leadership of the organization
• Services Act, Regulated Health Professionals Act etc.)
• Results-orientation
• Professionalism
• Strong customer service orientation
• Solid critical thinking, conflict resolution and problem-solving skills
• Strong leadership, coaching and mentoring skills
• Strong computer skills and the ability to use a variety of software programs (including MS Office suite)
• Ability and willingness to change
• Strong understanding of HCCSS operations and patient experience
• Relationship building
• Solid understanding of performance measurement (including analysis, interpretation and reporting of metrics)

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.