Manager, Patient Care and Service Delivery

Equine Jobtrack; Guelph; On-site; CAD 80,000 - 110,000; Full time

Job summary

The Ontario Veterinary College Health Sciences Centre (HSC) seeks a Manager of Patient Care and Service Delivery to supervise a diverse team including RVTs, hospital staff, and support services. You will ensure a positive client and patient experience from admission to discharge, while coordinating care across Companion Animal, Large Animal, and Cancer Centre services.

This role emphasizes strategic resource use in a 24/7 setting, cost control, and process improvements to enhance service

Qualifications

• Two (2) years of community college education with an RVT designation or equivalent.
• Progressive supervisory experience in a veterinary or healthcare setting preferred.
• Strong communication and teamwork skills; ability to lead diverse staff.

Responsibilities

• Lead and supervise Registered Veterinary Technicians, Hospital Assistants, Sterile Processing Technicians, and Animal Care Attendants.
• Provide operational support to Pharmacy, Client Services, and Medical Records.
• Manage staffing, training, performance management, and scheduling to ensure service delivery.
• Contribute to budgeting, cost control, and revenue generation.
• Improve client service and patient care while maintaining a teaching environment.
• Experience in large animal veterinary settings is preferred; healthcare leadership accepted.

Education

RVT designation

Job description

General Purpose

The Ontario Veterinary College Health Sciences Centre (HSC) provides a comprehensive and innovative clinical environment for experiential learning and discovery through the provision of excellence in patient care and client experience.

Reporting to the Senior Manager, Hospital Operations, the Manager, Patient Care and Service Delivery (PCSD) is one of five individuals who supervise a team of HSC Registered Veterinary Technicians, Hospital Assistants, Sterile Processing Department Technicians, and Animal Care Attendants. They also provide operational support to other areas of the hospital such as Pharmacy, Client Services, and Medical Records. The Manager, PCSD ensures clients and patients have a positive experience while at the HSC from first contact to discharge.

The services under their scope of supervision include patient care and client services for the Companion Animal Hospital, the Animal Cancer Centre, and the Large Animal Hospital.

In this operational role, the Manager, PCSD takes a strategic approach to resource utilization (people and equipment) in a complex, 24/7 patient services operation, ensuring a smooth, safe, efficient hospital, teaching, and research environment while meeting fiscal targets.

Duties and Responsibilities

• Effective leadership and support of a diverse team consisting primarily of regular full-time unionized and non-unionized staff, and some temporary full-time and part-time staff.
• Recruiting, hiring, orienting, training, developing, and coaching staff; setting performance standards; and facilitating effective, individualized performance management.
• Scheduling staff to align with service volumes and ensuring they are cross-trained in a variety of service areas to allow adequate coverage, provide developmental opportunities, and accommodate fluctuations in workload.
• Providing input to the Manager of Hospital Operations on budget formulation, major expenditures, cost recovery and revenue generation.
• Identifying and implementing process efficiencies to improve client service, patient care, and the teaching experience while reducing costs and/or increasing revenue.
• The anticipated primary managerial focus of this position is within the Large Animal Hospital. Experience in a large animal veterinary setting is preferred; however, candidates with experience in other veterinary settings or relevant healthcare leadership experience are encouraged to apply.

Requirements

• Two (2) years of community college education, with a Registered Veterinary Technician designation recognized by the Ontario Association of Veterinary Technicians, or an equivalent combination of education and experience. Education in veterinary administration, healthcare administration, healthcare leadership, or a related field will also be considered.
• Six (6) years of progressive supervisory experience in a veterinary, healthcare, or similarly complex service environment preferred.
• Demonstrated leadership or managerial experience in a healthcare environment will be considered.
• Demonstrated excellence in communication, team building and promoting a teamwork environment where staff can interact productively and efficiently.
• Demonstrated ability to supervise numerous and diverse activities, prioritizing appropriately to support effective service delivery to clients.
• Demonstrated ability to analyze, problem solve, make recommendations for change, implement and evaluate.
• Effective knowledge of computer skills and programs (Excel, Word and Outlook).
• Experience with Hospital Information Systems (EzyVet, Stringsoft, Cornerstone, etc.) and Workforce Time Entry and Scheduling software (EKG, SAP SuccessFactors, etc.) is an asset.

A protective rabies titre is a requirement for this position.