Clinic Operations Manager

Generation Fertility, located in Vaughan and Newmarket, is actively seeking an experienced and dedicated Clinic Operations Manager to join our esteemed team.

The Clinic Operations Manager embodies the vision, mission and values of the clinic and the organization. They create a practice environment and a work climate that influence the quality of patient care, staff job satisfaction levels and the achievement of performance goals by mindfully bridging the gap between direct patientcare and administrative roles. They demonstrate fairness, integrity, trust, respect and professionalism while leading the clinical staff and overseeing the day-to-day function and flow of clinical operations.

This role interacts closely and collaborates with the clinical leadership team, physicians, onsite accountant, The Fertility Partners (TFP) head office and collaborative partners to ensure that the clinic’s patients and staff are provided with a safe, positive, respectful, and innovative clinical environment and culture.

Your Role:

As Clinic Operations Manager you will:

• Drive clinical growth and profitability through exemplary leadership, team empowerment and a strong commitment to delivering an outstanding and compassionate patient experience.
• Lead and oversee all operative and administrative activities of the clinic.
• Lead and ensure the wellbeing of the Clinical Team.
• Liaise and collaborate with staff, patients, support services, clinical leadership team and TFP head office to ensure efficient and effective daily workflows, goal alignment and change management.
• Strategic Planning – align clinical interests and resources with the organization’s goals.
• Engage staff in collaborative decision making and shared governance to ensure a shared voice in clinical care practice, exchange of ideas, enhanced communication, and continually improved clinical and patientcare outcomes.
• Develop a strong culture of teamwork to ensure safe and efficient daily operations, optimal patient experience and positive workplace culture.
• Determine staffing needs and plans, monitor performance of clinic, and coordinate activities with other clinics, collaborative partners, centres, units and / or departments regarding patient care, staff development and community outreach.
• Work in partnership with the clinical leadership team and TFP head office to identify opportunities for improved practice operations.
• Oversee patient care in a cost-effective manner, consistent with the financial goals of the organization. Plan and be accountable for the annual operative and capital budget for areas of responsibility.
• Collaborate and provide input, on marketing, facilities, and fiscal planning. Draft business plans to introduce quality improvements to clinical service delivery in accordance with best practices.
• Responsible for privacy officer duties to ensure clinic’s adherence to privacy principles and the law, privacy management program and escalation policy, and all other privacy policies.

Job Responsibilities:

Leadership and Management

• Responsible for ensuring smooth operation of the center and maximizing patient and staff experience and satisfaction.
• Promote team development and well-being in a cohesive, positive, and professional manner.
• Provide direct feedback, resources and support to team members as appropriate.
• Act as a role model by demonstrating clinical leadership expertise.
• Organize and lead monthly Quality Assurance meetings.
• Communicate goals, changes and upcoming events with staff through quarterly interdepartmental meetings.
• Collaborate with and be point of contact for multi-disciplinary programs and services.

Patient Care

• Collaborate with all appropriate team members to lead the design, implementation and monitoring of patient care, processes and procedures to ensure smooth operation of the clinic using in depth knowledge of patient care delivery systems including but not limited to: Standards of Practice, Clinical Pathways, Medical Directives, Policies and Procedures
• Ensure appropriate systems and resources are in place to support timely, safe and appropriate patient flow, smooth transition and coordination of patient services across the continuum of care as applied to the services of the clinic.
• Ensure patient complaints and concerns are dealt with promptly, compassionately and are formally reported.
• Collaborate with team members and physicians to develop the clinic schedule.
• Ensure processes are in place to promote holistic approaches that assess patients’ medical, functional, cultural,
• emotional and psycho-social needs.
• Prepare and maintain Quality Assurance, Compliance and Accreditation audits and ensure compliance with company policies, Worksafe guidelines, College of Physicians and Surgeons requirements and other regulatory and government bodies.

Human Resources

• Responsible for monitoring workload data and patient volumes/patient activity and working with the Medical Director, clinical team leads and head office Human Resources to ensure appropriate staffing levels.
• Manage and prepare necessary documentation (promotions, transfers, relocations, leaves, terminations, etc.) advising payroll and updating HRIS system accordingly.
• Responsible for assisting departmental team leads with performance management review processes.
• Administer and assist with staff recruitment, retention, onboarding and/or termination processes.
• Identify and implement staff training and development needs.
• Provide support, advocacy and resources to staff to ensure they are set up for professional excellence.
• Identify, investigate, document, resolve and report interpersonal and logistical challenges within the clinical team.

Finance and Accounting

• Oversee the purchase to payables and bank payments processes at the clinic and collaborate closely with clinical staff and vendors to ensure that the clinic is adequately supplied.
• Collaborate with onsite Accountant to ensure financial processes are being carried out appropriately and in a timely manner.
• Collaborate with the head office corporate team and onsite Accountant to report monthly financials, key statistics, and other KPIs which are relevant to the clinic.
• Oversee the development and maintenance of internal finance and management controls processes, and best business practices for the clinic and ensure compliance.
• Assist onsite Accountant with the corporate year-end audit and required tax filings.
• Maintain clinic inventories and create purchase orders through NetSuite as necessary.
• Responsible for managing ,adhering to and holding clinic leaders accountable for the clinic’s profit and loss (P&L).

Financial Management and Reporting

• Work with head office Finance team to develop annual budget and growth plan for the clinic.
• Accountable for monthly reports of the clinic’s operating results and any variances to budget.
• Identify and implement efficiencies in collaboration with members of the leadership team.

Payroll (where applicable)

• Responsible for processing bi-weekly payroll using ADP.
• Reconcile payroll prior to transmission and validate confirmed reports.
• Prepares payroll data entry; vacation pay outs, allowances, increases, retro-active adjustments, verifying and inputting taxable benefits, setting up garnishments, and other deductions.
• Support head office Finance department with payroll data audits.
• Administrate Group Benefits plan.

Other

• Perform other duties as assigned.

Experience / Position Requirements:

• Compelling business acumen and extensive experience leading business operations, ideally within the health care sector, as well as staff scheduling, inventory, people leadership and patient advocacy.
• 5+ years in a leadership role.
• Specific knowledge of payroll preparation and corresponding labour standards.
• Specific knowledge of provincial Health Care services, Women’s Health and/or Infertility an asset.

Skills:

• Strong people skills and a team player attitude.
• Committed to patient centered care and staff well-being.
• A proven ability to build respectful and collaborative relationships at all levels of the organization.
• Self-starter mentality with a passion to create meaningful change.
• Ability to work autonomously and collaboratively.
• Attention to detail in producing high quality work and an open mind for generating creative solutions.
• Ability to multi-task with multiple deadlines and prioritize crucial deliverables.
• Demonstrate knowledge and a commitment to providing and advocating for a safe and inclusive environment to gender and sexually diverse people (2SLGBTQIA+)