Director, Patient Services

Job Description

Are you a strategic leader with a strong clinical background and a passion for patient-centered care? Do you thrive in a fast-paced environment where collaboration, innovation, and continuous improvement are key? If so, you are looking in the right place!

Reporting to the Vice President, Patient Services, the Director, Patient Services is accountable for the delivery and implementation of all Patient Services programs within an assigned portfolio and area of Ontario Health atHome. The Director, Patient Services also has functional responsibility for assigned program development and evaluation. This role calls for a Regulated Health Professional knowledge base combining clinical expertise in patient care practices with the ability to build and manage productive relationships, plan, implement and manage budgets, and lead and coach a skilled team to meet program and business goals. A strong focus of the role is on maintaining quality and clinical standards, driving continuous improvement and ensuring that Ontario Health atHome staff provide effective, efficient and high quality service to patients and families.

What will you do?

• Responsible for leadership and oversight of programs and services within an assigned portfolio and area of Ontario Health atHome
• Directs a team of Managers, supporting the implementation and integration of provincial policies, processes and practices into patient care procedures to support excellence in care delivery
• Monitors and directs day-to-day operations and delivery of programs within assigned portfolio to ensure policies and procedures are adhered to, organizational goals and objectives are met, and services are being delivered effectively; taking corrective action as necessary
• Manages a team of Managers and ensures that service allocations and staffing levels are within assigned budget limits. Accountable for ensuring ongoing mentorship and performance management of direct Manager reports to ensure achievement of performance goals
• Develops and implements a plan of action to manage portfolio and area budget variances
• Resolves serious Patient Service issues that arise in the geographic area and program beyond the scope of the Managers
• Reviews program delivery issues and makes recommendations to the Vice President, Patient Services, develops an implementation plan, adopts new policies, procedures and tools to improve service delivery and evaluates program effectiveness
• Develops portfolio and area processes to monitor quality, and identify and manage risks to patient care
• Leads/directs patient services training in the transition to new initiatives, technologies, policies, procedures and processes
• Supports complex projects involving partners from across the healthcare sector (both internal and external) and ensures that the appropriate research tools and methodologies are in place
• Participates on Ontario Health atHome initiatives representing the organization and providing subject matter expertise
• Monitors and follows up on Risk Event Management reports related to assigned portfolio
• Identifies service requirements for inclusion in Request for Proposal (RPF) documents and participates in the evaluation of RFPs if requested
• Builds and fosters relationships with area service providers and other partners including hospitals and home support agencies regarding the provision of patient care and risk issues which arise

What must you have?

• University degree in a healthcare discipline; Master’s degree an asset
• Membership and in good standing as a Regulated Health Professional (RHP) with their applicable College. Must maintain their membership as an RHP.
• A minimum of 5-7 years of experience in a health care environment including 3-5 years’ experience in progressive leadership positions
• Significant experience in managing patient service programs, using proven principles and theories of direct care/service delivery models in a community setting
• Demonstrates strategic and operational planning abilities and aptitude including excellent knowledge and understanding of Ontario Health atHome current programs, the healthcare system, including the Ministry of Health (MOH), Ontario Health, Ministry of Long Term Care (MLTC), Ministry of Children, Community and Social Services (MCCSS) and other community agencies and partners
• Demonstrates excellent leadership, facilitation, negotiation and problem solving skills to manage multi-sector patient services programs or initiatives to successfully meet identified goals and objectives.
• Demonstrates commitment to continuous improvement and change management principles and application including the ability to facilitate innovation and creativity
• Demonstrates the ability to identify issues, solve problems and design and implement effective processes across multiple systems and multiple stakeholders
• Demonstrates solid leadership skills including the ability to facilitate teamwork, align with organizational values, set priorities and promote creativity and innovation
• Ability to establish strong working relationships with numerous partners which may include administrators, medical and nursing leads within a variety of health care setting such as hospitals, emergency departments, long term care homes, and community programs

What would give you the edge?

• Bilingualism (French) is considered an asset.

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
• Valuable development opportunities
• Membership in a world class defined benefit pension plan
• Salary: $135,901.37 to $162,272.94

Who are we?

We are Ontario Health atHome, 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

Ontario Health atHome 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.

Date Posted: April 24, 2025 Closing Date: May 1, 2025

Job Title: Director, Patient Services

Job Type: Permanent Full-Time

Hours in a Bi-weekly Period: seventy-five (75)

FTE: 1.0

Salary: Non-Union Band 9 - $135,901.37 to $162,272.94

Reports To: Vice President, Patient Services

Department: Patient Services

Group: Non-Bargaining

Location: Belleville, Brockville, Kingston or Smith Falls