Manager, Client Access and Flow

Delphi Technologies; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Holland Bloorview Kids Rehabilitation Hospital is seeking a Manager, Client Access and Flow to lead operational improvements across inpatient and ambulatory services. You will drive access, throughput and bed utilization with a data-driven approach and cross-functional collaboration.

You will report to the Senior Director and work with clinical leaders to align policies, transitions and partnerships while overseeing staffing, budgets and performance metrics.

Qualifications

• Undergraduate degree in Health Administration or equivalent; Master’s degree asset.
• Two+ years of healthcare management experience.
• Registration with a regulatory College preferred.
• Knowledge of patient flow principles and healthcare quality improvement; Lean Six Sigma preferred.
• Strong people leadership and budgeting skills.
• Ability to analyze complex data and manage multiple priorities.

Responsibilities

• Optimize access and flow across inpatient and ambulatory services.
• Lead data-informed improvements using Meditech and Cognos.
• Oversee staffing, scheduling, and vendor relations.
• Collaborate with clinical leaders and external partners on policies and transitions.
• Liaise with Safehaven for the TCMCC program and monitor performance.
• Develop annual operating plans with clear targets and quality indicators.

Skills

Healthcare management

Data analysis

Change leadership

Budget management

Education

Bachelor's in Health Administration

MBA asset

Tools

IISE knowledge

Job description

Holland Bloorview Kids Rehabilitation Hospital is Canada’s hospital for children and youth with disabilities and developmental differences. At Holland Bloorview, every role helps to create meaningful and healthy futures for children, youth and families. As a top 40 Canadian research hospital fully affiliated with the University of Toronto, we bring together care, research, education and innovation to support more than 9,000 families each year.

Our teams partner with clients and families to deliver exceptional, inclusive and responsive care. Holland Bloorview has achieved 100 per cent in four successive surveys by Accreditation Canada – an unprecedented achievement in safety that reflects our commitment to excellence and continuous improvement.

When you join Holland Bloorview, you become part of an inspiring, innovative and collaborative environment where your work makes an impact. Recognized among Greater Toronto’s Top Employers, Canada’s Top Employers for Young People and Canada’s Best Diversity Employers, we offer competitive compensation and benefits, along with programs that support ongoing learning, professional growth and well-being.

Manager, Client Access and Flow

Holland Bloorview Kids Rehabilitation Hospital is seeking an accomplished healthcare administrator to shape how children, youth and families access and move through inpatient and ambulatory care. As Manager, Client Access and Flow, you will combine operational leadership, data-informed decision-making and system partnership to improve access, reduce bottlenecks, optimize bed and clinic capacity, and strengthen timely transitions. This is an opportunity to lead meaningful change at the intersection of people, process and technology, while advancing safe, equitable and exceptional client- and family-centred care.

Reporting to the Senior Director, Client Flow and Clinical Operational Excellence, you will be a key member of the leadership team. The role collaborates - with the Senior Directors of Programs and Services, Medical Directors of Inpatient and Ambulatory Care, Clinical Operations Managers across the inpatient and ambulatory care platforms, Manager of Ontario Health at Home (OHaH) - to advance technology and processes that facilitate exceptional client access towards Care That’s Agile. You will also serve as the primary leadership liaison between Holland Bloorview and Safehaven for the Transitional Care for Medically Complex Children (TCMCC) program.

Key Responsibilities

• Optimize access and flow: Develop and implement strategies that optimize intake, scheduling, clinic coordination, admissions, transfers, discharges, wait-list management and bed utilization across inpatient and ambulatory services.
• Use data to drive performance: Analyze access and flow, workload, utilization, quality and safety indicators; set targets; strengthen data collection and reporting; and translate findings into measurable improvements using Meditech, Cognos and other tools.
• Lead improvement and change: Plan and deliver quality, safety, technology and process initiatives from design through implementation, applying evidence-based practices, clear accountability, stakeholder engagement and sustained follow-through.
• Build strong partnerships: Collaborate with clinical leaders, physicians, managers and external partners to align policies, communication and transitions; represent Holland Bloorview on relevant external committees and system initiatives.
• Management liaison for the Safehaven partnership: Act as Holland Bloorview’s primary liaison for the Transitional Care for Medically Complex Children (TCMCC) program, supporting admissions, clinical coordination, education and training, and monitoring utilization, quality and performance with Safehaven leadership.
• Lead and develop people: Provide direction to a multidisciplinary team and oversee staffing, recruitment, scheduling, orientation, coaching, development, performance, attendance and employee relations. Lead with an empathetic and inclusive management style, actively identifying and dismantling barriers to support staff with disabilities and staff from diverse backgrounds.
• Manage programs and resources: Develop the annual operating plan including goals, objectives and quality indicators, oversee service evaluation, manage financial and statistical budgets, monitor variances and risks, seek value-for-money opportunities, and manage vendor and service agreements.
• Advance evidence-informed care: Foster research, continuous learning and the integration of evidence into practice while maintaining an inclusive, safe and client-centred environment.

Qualifications

• Undergraduate degree in Health Administration, Business Administration or an equivalent field; a Master of Health Administration or Master of Business Administration is an asset.
• At least two years of management experience in a healthcare setting required.
• Health professional with registration with a relevant regulatory College is preferred.
• Demonstrated knowledge of patient flow principles and frameworks (IISE), with experience in healthcare quality improvement, project management, data analysis and change leadership; Lean Six Sigma experience is preferred.
• Well-developed people leadership skills, including recruitment, performance management, coaching, mentoring and the demonstrated ability to foster an inclusive environment.
• Proven ability to interpret complex financial, workload and utilization data, manage budgets and resources, establish priorities, and deliver results amid competing demands or ambiguity.
• Excellent communication, collaboration and relationship-building skills, with judgment, accountability, diplomacy and confidence navigating sensitive or challenging interactions; Crucial Conversations training is an asset.
• Demonstrated commitment to research, quality and safety, with the ability to evaluate outcomes and refine plans based on evidence.
• Ability to travel between Holland Bloorview and Safehaven sites as required.

About the Organization Holland Bloorview Kids Rehabilitation Hospital creates a world of possibility by supporting children and youth with disabilities, medical complexity, illness and injury. All of our work is guided by our strategic plan, Transformative Care, Inclusive World: Holland Bloorview 2030. The plan: https://strategicplan.hollandbloorview.ca/ To get a glimpse as to who Holland Bloorview is, we invite you to watch the Together We Dare. Video: https://www.youtube.com/watch?v=d3c-FszREUk Holland Bloorview is committed to fostering a climate of inclusion, diversity, equity accessibility, and anti-racism (IDEAA). This commitment is central to, and mutually supportive of, our research excellence mandate. We welcome and respect the diversity of all members of our community and we seek to create an inclusive culture for our clients, families, research scientists, staff, participants, trainees, volunteers, trustees, and partners. To help in our journey towards fully reflecting the communities we partner with, we welcome and encourage applications from Black individuals and other racialized persons, Indigenous Peoples, women, persons with disabilities, LGBTQI2SA+ persons, and others who may contribute to further diversification of ideas within our community. Holland Bloorview is committed to fair assessment of a candidate's abilities, and consideration for diversity of thought, method, and experience, including non-traditional career paths. In accordance with the Accessibility for Ontarians with Disabilities Act, accommodation will be provided throughout the recruitment process to applicants with disabilities. Please notify us of any accommodations that you require by contacting [e-mail] or 416-425-6220.

This position is currently accepting applications.

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