Manager, Client Access and Flow

Holland Bloorview Kids Rehabilitation Hospital; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

Holland Bloorview Kids Rehabilitation Hospital, Canada’s hospital for children and youth with disabilities, seeks a Manager, Client Access and Flow. You will shape how patients move through inpatient and ambulatory care, using data-informed decision-making and strong leadership to improve access and bed utilization.

You will collaborate with senior leaders and clinical teams to advance care that is safe, equitable and patient- and family-centred, while guiding staffing, scheduling and program

Qualifications

• Undergraduate degree in Health Administration, Business Administration or equivalent.
• Master's degree is an asset but not required.
• Experience in healthcare management and data-driven improvement.

Responsibilities

• Optimize access and flow across inpatient and ambulatory services.
• Use data to drive performance and reporting.
• Lead quality, safety, technology and process initiatives.
• Build partnerships with clinical leaders and external stakeholders.
• Manage staff, recruitment, scheduling and employee relations.
• Develop annual operating plans with budgets and indicators.
• Advance evidence-informed care and continuous learning.

Skills

People leadership

Data analysis

Communication

Education

Bachelor's degree in Health Administration or Business Administration

Master of Health Administration or MBA (asset)

Tools

Meditech

Cognos

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. To learn more about the advantages of a career at Holland Bloorview, click here.

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.