Manager, Patient Services

Job Description

Are you highly organized, detail-oriented and able to work accurately in a busy environment with frequent interruptions? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You’re looking in the right place.

CARE AND BE CARED FOR - THIS IS YOUR HOME

Reporting to the Director, Patient Services, the Manager position is responsible for the implementation of the strategic and operational directions associated with the management of Ontario Health atHome Programs.

What will you do?

1. Embody Ontario Health atHome mission, vision and values and apply quadruple aim (enhancing patient experience, enhancing provider/staff experience, improving value and improving populations health) to support continuous quality improvement in daily work.
2. Exemplify, embrace and intentionally promote an inclusive work environment where all are meant to feel they belong.
3. Continually demonstrate a commitment to create a positive culture of equity, inclusion, diversity and anti-racism.
4. Build positive relationships with community partners, hospital representatives, HSSO, other Ontario Health atHome areas, Long Term Care Homes and government officials to develop and implement program initiatives.
5. Implement the strategic and operational direction associated with the management of Ontario Health atHome programs.
6. Review and participate in the advancement and continued evaluation of strategic and operational direction that lead to improvement in Ontario Health atHome programs.
7. Lead/Participate in the promotion, development, implementation and evaluation of standardized processes, tools and methodologies to support internal and external best practice activities.
8. Lead the implementation of new initiatives using best practice methodology and working in conjunction with other portfolios as required.
9. Lead implementation team meetings ensuring that deliverables are achieved within the scheduled timeframes and guidelines.
10. Populate Project Plans and track status and milestones using Ontario Health atHome approved methodology.
11. Review the modifications/changes in the initiatives Project Plan, identify potential issues and develop contingency plans.
12. Collaborate in the development and delivery of education associated with Ontario Health atHome programs/initiatives.
13. Manage a team of unionized/non-unionized staff that implements the strategic and operational direction within a program area of Ontario Health atHome.
14. Manage projects involving both internal and external stakeholders.
15. Effectively communicate expectations to team members and stakeholders in a timely and clear fashion as related to an initiative.
16. Monitor and review relevant reports, metrics, statistics and indicators providing sound reasoning and effective evaluation of the data.
17. In collaboration with the Director, monitor program-related budget.
18. Support the identification and implementation of evidence-based practice through analysis of current research and literature.
19. Provide advice to colleagues on specific program delivery and act as a mentor to Ontario Health atHome management staff, if required.
20. Provide coverage for Other Senior Managers, Managers and the Director as required.
21. Participate in On-Call activities.
22. Manage the delivery of coordinated, quality community health care and LTC placement services across Ontario Health atHome geographical area.
23. Manage the delivery of education related to Electronic Assessments, CHRIS and other applications/software used in the delivery of coordinated, quality community health care and LTC placement services.
24. Ensure service provision within resource allocation standards.
25. Ensure patient services are provided in accordance with Ontario Health atHome policies, relevant legislation and professional disciplines.
26. Support care coordinators in managing complex and difficult patient issues and concerns.
27. Collaborate with Service Provider agencies and Long Term Care homes as required to implement quality improvement initiatives and problem solve complex patient situations.
28. Other duties as assigned.

What must you have?

1. University Degree in Health Sciences, Business Administration, or equivalent.
2. Regulated Healthcare professional in good standing with the appropriate PR regulatory body in the Province of Ontario.
3. A minimum of three to five years of management or leadership experience in a health care environment.
4. Expertise in integration and partnerships with the community sector and an understanding of transitional issues between health care environments.
5. Demonstrates experience and expertise working in a unionized environment.
6. Demonstrates strategic and operational planning abilities and aptitude including excellent knowledge and understanding of Ontario Health atHome programs, the healthcare system, including the MOH, HSSO, LTC and other community agencies and partners.
7. Demonstrates excellent leadership, facilitation, negotiation and problem solving skills to manage multi-sector Ontario Health atHome programs or initiatives to successfully meet identified goals and objectives.
8. Demonstrates commitment to continuous improvement and change management principles and application including the ability to facilitate innovation and creativity.
9. Certification in either LEAN or Six Sigma, working knowledge of project management principles.
10. Demonstrates the ability to identify issues, solve problems and design and implement effective processes across multiple systems and multiple stakeholders.
11. Demonstrates solid leadership skills including the ability to facilitate teamwork, align with organizational values, set priorities and promote creativity and innovation.
12. Possesses strong presentation skills to provide information and education to staff at all levels of Ontario Health atHome as well as Senior level partners.
13. Working knowledge of professional standards for health care providers.
14. Demonstrates strong ability to develop effective working relationships, provide leadership and build effective teams with both internal and external stakeholders.
15. Manages conflict in a respectful and effective manner and by honouring the Code of Conduct.
16. Negotiates and tactfully resolves conflict and fosters an environment of collaboration and innovative problem solving to achieve results, and escalates to Director, Patient Services as appropriate.
17. Possesses strong presentation skills to provide information and educate staff at all levels of Ontario Health atHome and external partners.
18. Demonstrates the ability to be politically astute while representing the organizations best interests.
19. Demonstrates the ability to communicate and listen effectively to encourage an open exchange of information and ideas.
20. Engages appropriate internal and external stakeholders and ensures processes and information (e.g. best practices) are in place to meet project deliverables.
21. Represents the organization in a professional manner and is keenly aware of the various ‘political agendas’ on the table.

What would give you the edge?

1. Knowledge of services provided by Ontario Health atHome.
2. Ability to speak French or another second language.

Hours of work: Monday to Friday 8:30am to 4:30pm (37.5 hours per week)

Position location and travel:

Hybrid work model, subject to change. The position may involve travel throughout the Central East geographic region. A valid Ontario driver's license and access to a reliable vehicle are required.

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: $108,339.33- $129,362.92 annually.

Who we are

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.

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 9, 2025

Closing Date: April 23, 2025

Job Type: Temporary Full-time

Start Date: May 2025

Anticipated End Date: October 2025

Division/Department: Point of Access

Branch: Scarborough

Group: Management