Director, Strategy and Patient Experience - Full Time Regular - Oak Valley Health

Please Note: If you are a current Oak Valley Health employee, apply to this job via the internal Workday application.

Land Acknowledgement
Oak Valley Health honours the traditional territory of the closest Indigenous communities, the Chippewas (chi-puh-waas) of Georgina Island and the Mississaugas of Scugog Island. The Haudenosaunee (Ho-de-no-shau-nee) and Anishinaabe (Ah-nishin-ah-beh) have lived, worked and existed on this land from time immemorial. This land is covered by Treaty 13 signed with the Mississaugas of the Credit, and the Williams Treaty signed with many Mississauga and Chippewa bands. We acknowledge that Indigenous Peoples were not asked to share their territory with settler populations and that we are all here as uninvited guests. We acknowledge and thank all generations of Indigenous Peoples across Turtle Island for their commitment, contributions, and protection of the land and its resources.

Who You Are

• You encompass Oak Valley Health’s core values and live the words of respect, trust, commitment, compassion and courage.
• You are a patient and/or client centered individual who performs at an exemplary standard.
• You are a team player with excellent communication, critical thinking and prioritization skills.

What We Need
Reporting to the VP and Chief Operating Officer and the Chief Communications and Experience Officer, the Director is a valued resource and peer for the broader leadership team across the organization.

Patient Experience
The role will provide strategic leadership, management and evaluation of the patient experience portfolio, aligned with the organization’s strategic plan. This will entail responsibility for leading the implementation of the organization’s Patient Experience Plan to strengthen patient experience organization-wide. Reaffirming 'patient experience' as a core business strategy will be the priority, and will call for the development and alignment of systems, processes and structures to support this foundational work.

The Director will work collaboratively with clinical and non-clinical teams, patients, families, and community partners to embed empathy, equity, and excellence into every aspect of care delivery. The role will require superior relationship building skills and significant experience in change management.

Strategy
You will guide the execution of our strategic plan, including the development and implementation of corporate strategies, performance metrics, and annual operating plans. Your leadership will ensure that all strategic initiatives, from day-to-day operations to large-scale transformation projects, are executed effectively and aligned with the hospital’s vision for the future.

The Director leads others toward the achievement of project goals through effectively communicating project vision, coordinating resources, advancing priorities, and promoting collaboration and commitment of key stakeholders. The Director supports project work groups and committees and is the key point person for achieving integration of project findings/recommendations.

What Can I Expect to Do?

• Leads the development and implementation of a corporate approach to promote effective strategy execution and project development and implementation.
• Establishes structure, processes and practices to prioritize projects with respect to time and resources to support implementation and to monitor and enable timely resource decisions.
• Ensures the effective cascades and implementation of initiatives properly align with corporate priorities.
• Works with the broader leadership team to facilitate project planning and promote effective project management including collaboration with stakeholders, engagement of appropriate resources, facilitation of project activities, driving goal achievement, monitoring project plans, problem resolution and ensuring key deliverables are achieved within timelines and budget.
• Responsible for all aspects of the Patient Experience improvement effort including coordination of training, development and project management related to service culture change.
• Champion the voice of patients and families in hospital planning, policies, and decision-making.
• Collaborate with clinical leaders, frontline staff, and quality teams to co-design improvements that support patient engagement and co-design work enhance patient satisfaction, communication, and engagement.
• Oversee the collection, analysis, and reporting of patient feedback.
• Enhance and support patient engagement and co-design work.
• Foster a culture of service excellence through training, coaching, and leadership development.
• Monitor and report on key patient experience metrics, supporting continuous quality improvement.
• Engages all levels of the organization in the understanding and implementation of strategy and project execution while supporting the importance of accountability and outcomes.
• Collaborates and partners with internal departments and external stakeholders to advance integration and development of defined strategies.
• Effectively communicate to Senior Management the status of projects, including resources needed to be successful, roadblocks and opportunities, adherence to schedule, and likelihood to meet or exceed goals.
• Deliver presentations summarizing the status of strategic projects to various audiences.
• Serves as a catalyst for change; actively involved in process and organizational change and development.
• The Director will work collaboratively with the Communications team and members of the Ontario Health Team to further Oak Valley Health’s community engagement efforts.

What You Bring To OVH

• Masters of Business Administration, Health Administration or related degree preferred.
• More than 7 years of recent, related experience that includes a demonstrated track record of success leading and managing strategic and operational projects and delivering changes within health care.
• A demonstrated passion for, and record of success, in improving patient and family experience in a hospital setting.
• Demonstrated ability to lead people and effectively motivate and influence individuals to complete tasks across a broad organization.
• Strong knowledge of health system design and understanding of priority issues facing the local health system.
• Highly developed judgment skills combined with tact and diplomacy.
• Ability to effectively communicate verbally and in writing as necessary to influence all levels of an organization, cross functional areas and externally.
• Proven track record of achieving results that improve the organization and inspire confidence and commitment.
• Demonstrates a commitment to accountability, professionalism and excellence.

Work Schedule
Full-time, Management Position

Please note schedules may change due to operational needs.

Compensation
BAND B

Range
$73.80 - $96.31

Who We Are
Oak Valley Health is one of Ontario’s leading community healthcare organizations. Across our two hospital sites (Markham and Uxbridge) a Reactivation Care Centre (RCC), a Community Health Centre (CHC), and Hospital-to-Home programs, we provide high quality, patient-centred care to more than 468,000 patients each year. We offer diagnostic and emergency services, and deliver clinical programs in acute care medicine and surgery, addictions and mental health, and childbirth and children’s services. We are also proud to be part of the Eastern York Region North Durham Ontario Health Team (OHT).

Our 542 physicians, 35 midwives, over 3,000 staff and 1,000 volunteers serve patients and families with an Honoured to Care mindset, and are focused on delivering an extraordinary patient experience to the residents of Markham, Whitchurch-Stouffville, Uxbridge and beyond. We are dedicated to providing access to the right care, at the right time, in the right place by the right people and at the right cost.

Oak Valley Health Equity, Diversity, Inclusion and Belonging statement
Oak Valley Health takes pride in serving some of Canada’s most diverse communities. We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration and we encourage applications from Indigenous peoples, members of LGBTQ2+ communities, members of racialized groups, persons with disabilities, and all others who may contribute to the further diversification of Oak Valley Health. Furthermore, Oak Valley Health is committed to meeting the needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Should you require accommodations during the recruitment and selection process, please contact Human Resources.

We are honoured to be recognized as one of Forbes Canada's Best Employers for Diversity. We ranked within the top 150 organizations across the country. Learn more about our commitment to EDIB.