Patient Services Manager

7 days ago

Charlottetown Prince Edward Island, Queens, Canada Health PEI Full time

The Manager of Patient Flow is accountable for ensuring safe and efficient patient flow from a strategic and operational perspective in Acute Care, Long Term Care, and Mental Health and Addictions. This position reports to the Director of Patient Flow and System Utilization


Duties:

  • Manages and supervises programs and staff and directs goals, objectives and schedules
  • Ensures divisional employees have regular performance reviews and are provided feedback, support and direction on individual and system objectives.
  • Provides advice, subject matter expertise and direction on the management of all patient flow matters as well as any unusual occurrences in their assigned portfolio.
  • Lead and/or conduct and analyze evidenced based research and jurisdictional scans that results in recommended actions for development and implementation for new initiatives/programs and redesign of current service delivery practices and processes.
  • Maintains currency in healthcare trends particularly related to patient flow, utilization, safety, patient experience, quality healthcare delivery, accreditation standards, ethics, and risk management.
  • Leads, teaches and manages change in a multi-disciplinary setting and to guide others toward the goals of a patient transfer and flow service from a provincial lens with a commitment to excellence in the provision of patient care.
  • Creates, monitors and analyzes key performance indicators with continuous quality improvement skills.
  • Develops and manages the annual operating budgets for the Patient Flow and recommends the allocation and distribution of funds, recognizing program needs.
  • Monitors program budgets, analyses expenditure trends, prepares quarterly forecasts, approves expenditures, and identifies and implements operational efficiencies.
  • Guides required policy directives, standards and practices consistent with program objectives.
  • Engages internal and external partners in order to meet HPEI strategic and operational goals.
  • Ensures compliance to change management strategies and tools to move initiatives forward and coaches’ staff.
  • Facilitates quality improvement initiatives.
  • Ensures sections utilize the LEADS in a caring environment leadership framework to guide personal leadership development and fosters these capabilities in staff.
  • Oversees the implementation and management of the programs described below, including the identification and resolution of any required changes to ensure approved program goals are met.
  • Manages decisions surrounding bed closures, replacement RN’s, overcapacity situations, and improving overall patient flow within the system
  • Works in conjunction with the manager of system utilization to achieve project and system outcomes as well as in daily decision-making regarding flow issues.
  • Ensures collaboration and input is sought from administrators, site leaders, coordinators and planners- in patient flow and discharge.
  • Oversees the research, development, management and monitors Health PEI policies and associated plans that support sites in providing access to care and ensuring high acuity patient needs are met.
  • Supports the creation of new policies and approval for policies and engages leaders in the administration of policy processes that advance patient care in the appropriate location


Minimum Qualifications:

  • Bachelor’s degree in a health, business, or engineering-related field is required; a relevant master’s degree is preferred.
  • Considerable experience in management, leadership, decision making, change management and project management (planning, implementation, and evaluation), within a health environment.
  • Strong interpersonal and communication skills (written and verbal), group facilitation, conflict
  • resolution, negotiation, and presentation skills is required;
  • Must have knowledge and understanding of health systems and legislation programs/services.
  • Must have experience and knowledge of best practice in patient flow management and clinical flow practices.
  • Demonstrated knowledge in current trends in health care practice.
  • Demonstrated effective decision-making competency related to patient care management both with respect to engagement of clinical teams and physician leaders as well as administrative clinical leadership.
  • Knowledge of, and experience with, change management principles and methodologies.
  • Experience with logistics management – ability to assess, plan and optimize flows within a human service context.
  • Experience in performance measurement and monitoring within a health context.
  • Advanced knowledge and experience in use of computer systems, software and technology including skills in the following competency areas:data retrieval, data entry, data assembly and organization, data analysis, and application of data as well as integrated reporting from diverse sources.
  • Extensive change management and project management (planning, implementation and evaluation) experience within a health environment.
  • Significant experience in problem solving, conflict resolution, investigation, and negotiation along with the ability to relay or explain complex issues or difficult situations and exercises sound judgment.
  • Ability to lead a team independently/with minimal supervision within a defined scope of responsibility.
  • Demonstrates the LEADS capabilities of Leads Self, Engages Others, Achieves Results, Develops Coalitions and supports Systems Transformation.
  • Must have working knowledge in the areas of quality management principles and processes, risk management methodology, and results measurement.
  • Demonstrated ability to work effectively and diplomatically with all levels of HPEI Operations Management physicians and health care personnel, government, media, and members of the general public.


Other Qualifications:

  • Project management certification and/or training would be an asset.
  • Lean Six Sigma certification and/or training would be an asset.
  • Familiarity with hospital and community services in NB and NS will be considered an asset.
  • Highly motivated individual able to problem solve under stressful conditions.
  • Ability to respond to common inquiries from healthcare providers including physicians, managers, government departments, members of the community, or other healthcare agencies.
  • Demonstrable initiative, judgment, and dependability in meeting organizational targets, including
  • well-developed organizational skills, critical thinking, priority setting and problem-solving
  • techniques.
  • Ability to foster a shared vision, accept accountability and integrate evidence into decision-making.
  • Experience in preparing and delivering presentations and presenting to staff or members of the public.


Salary Range: $43.22 - $54.02 per hour (Level 21)

Bi-Weekly Hours: 75 hours bi-weekly / Mon- Fri

Posting ID: 165191

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