Lead, Change Management and Adoption

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:

Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

Fully paid medical, dental and vision coverage from your first day

Health care spending account

Premium defined benefit pension plan

3 personal days and 2 float days annually

Individual contributors start at 3 weeks' vacation with 4 weeks at 2 yrs.

Career development opportunities

A collaborative values-based team culture

Wellness programs

A hybrid working model

Participation in Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.

Responsible for leading the development and implementation of projects and initiatives as it relates to the adoption of provincial digital and virtual services. They are also responsible for leading and providing senior-level support to other projects related to the Customer Experience portfolio, and may take on more complex work in developing strategic plans and deliverables. As part of this role, the Lead may act as a trusted advisor and subject matter expert to leadership within Digital Excellence in Health (DxH) and across the organization. They interact with key internal teams, external partners, clinical and administrative stakeholders at all levels, to develop plans and deliverables to support business priorities. Key areas of responsibility may include:

• Executing change management plans to support adoption of OH digital and virtual products and services
• Stakeholder engagement and relationship management
• Strategic communications, toolkits, and training development and delivery
• Project/operations planning, execution and delivery

The Lead will support the Manager in championing the agency's vision to define OH's customer experience for enabling access to a suite of OH digital and virtual services, including leading the transition from current to future state, ensuring a seamless and consistent experience at each touchpoint, creating a better, more connected healthcare system.

Assignments may include leading a single large-scale complex project or multiple smaller to medium-scale project initiatives. The Lead may act on the Manager's behalf in their absence and may be responsible for day-to-day work allocation but is not accountable for the work of the team members.

Here is what you will be doing:

Effectively communicates, influences, and interacts with a variety of stakeholders, both internal and external, including senior leaders, provincial partners, and clients.

Collaborates with other cross-functional teams in the delivery of tasks/projects.

Provides significant input to the development of program provincial strategies.

Maintains a thorough understanding of line of business (related to EHR access), related policies, procedures, and standards.

Develops processes and tools to support stakeholders' implementation of OH's digital and virtual services.

Performs business and client requirements analysis in support of access to digital and virtual services, change management and client engagement projects and persuading and influencing outcomes by recommending strategies and solutions to achieve objectives.

Be a subject matter expert in the practical use of all product readiness tools and toolkits across all customer communities and provide accurate and valuable coaching to customers and internal staff

Pickup on and probe to discover care delivery challenges that customers may be experiencing, and escalate to or partner with other staff to find and offer solutions

Develops and maintains process/solution documentation including workflows, use cases, user guides, and training materials.

Continuously seeks and identifies opportunities for innovative solutions that result in improvement of deployment, operational and registration processes and procedures.

Performs data analysis in support of program and stakeholder objectives.

Supports the execution and achievement of results and occasionally provides leadership in aspects of the work.

Provides strong and influential client service support to external clients and partners, as well as to internal stakeholders.

Applies knowledge of business objectives, processes, and requirements (including legal, privacy, policy, security, authentication, technical), as it relates to access to Digital and Virtual Services to support the delivery of projects and initiatives resulting in clients' connection to and consumption of provincial EHR assets.

Ensures customers have the information and tools they need in a timely manner, to accommodate and be ready for changes to their care delivery and workflows, as a result of digital service updates and government policy changes.

Be a subject matter expert in the practical use of all product service offerings, tools and toolkits and provide accurate and valuable coaching to customers and internal staff.

Build alignment with feedback programs to quickly identify product or workflow issues that are discovered during the creation and delivery of readiness content or support or while talking to customers.

Initiates and champions change by actively looking for opportunities for improvements that result in efficiencies and improved business delivery and overall client experience.

Provides strong client engagement support to external customers and partners, as well as to internal stakeholders.

Works with the team for collaboration, peer support, and to ensure a consistent approach to executing work assignments.

Leads change within the portfolio and workstreams, both internally and externally, by supporting rollout and change in products and processes to provincial partners and clients. Works with peers to implement and execute changes successfully.

Provides coaching, mentoring, and training for more junior roles and new hires.

Works to build consensus and has the support of management to help with decision making.

Makes decisions where results have substantial impact across the organization requiring sophisticated solutions and long-term correction.

Ensure compliance with and adherence to Ontario Health, provincial, and legislated standards and protocols with respect to privacy and security of information.

Here is what you will need to be successful:

Education and Experience

A Bachelor's or Master's degree in Business, Health Studies, Public Administration, or related field is required.

Degree in education or certification in training, preferably in the education of adults or equivalent experience

5-7 years of project and/or program management experience in healthcare, managing medium to large projects/programs.

Experience in the facilitation and/or delivery of training content.

Demonstrated customer relationship management skills.

Experience working with the broader healthcare and/or healthcare IT sector is essential.

Experience in engaging key stakeholders and leading business discussions.

Experience with and knowledge of Microsoft Office tools, Microsoft Project and Microsoft Project Server.

Knowledge of change management and adoption principles and best practices to drive a structured approach for the people impacts of change due to process development, transformation and/or technology implementation.

Understanding of the healthcare sector and sub-sectors (in particular home and community and community support services), and the digital health landscape in Ontario.

Knowledge of and experience with adhering to legislation and privacy practices when using provincial health data and assets, including concepts around authority, legal entities/structures, and health information custodian (HIC) types.

Knowledge and proficient understanding of privacy legislation, specifically Ontario's Personal Health Information Protection Act, 2004 (PHIPA).

Basic project management experience and skills including knowledge of project management methodologies, tools and templates (PMP certification is an asset).

Working knowledge of DxH services offerings, tools, and toolkits.

Knowledge of adult learning principles and educational design.

Cultural sensitivity and awareness of specific needs related to underserved and priority populations.

Knowledge of quality improvement processes and evaluation tools is an asset.

Knowledge of data collection and analysis is an asset.

Education and Experience

Strong problem solving, fact finding and analytical skills with the ability to clearly communicate solutions.

Ability to makes decisions where results have substantial impact across the organization.

Creativity to provide innovative solutions that improve deployment, operational and registration processes, and procedures as well as client experience.

Ability to provide excellent service to internal and external clients by discovering and meeting their needs, effectively influencing the outcome of projects/programs, and building and maintaining positive and effective working relationships.
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