Full Time Manager, Patient Services

The Patient Services Manager is accountable for achieving corporate objectives as they support the organization's mission, vision and values, achieving corporate objectives, and acting as an ambassador on behalf of the organization. The Patient Services Manager supports the commitment of HCCSS HNHB to improving patient experience by:

• Providing quality care and ensure value for money to ensure care is available for patients with the greatest need
• Earning the trust of health system and community partners, to support patients across the continuum of care
• Fostering a workplace where people want to be, recognizing the strong correlation between staff satisfaction and patient experience

Reporting to a Director, Patient Services this position supports access to services for seniors, people with disabilities and people who need health care services to help them live independently in the community, transition to home, avoid hospitalization when possible, or premature institutionalization.

The Patient Services Manager will collaborate with internal and external partners and, in conjunction with the Director, develop strategic plans to support corporate objectives related to their portfolio. The incumbent will provide leadership to front-line staff to ensure exemplary experience for the patients and families we serve.

What will you do?

Patient Care

• Provides leadership to enable front-line staff to fulfill the following obligations, within the context of our organizational values:
• Identify the patient's care needs
• Explore the options best suited to meet the patient's needs and personal situation
• Determine the patient's eligibility for government-funded services and settings
• Gather information about providers (home, community support services and residential care) in the patient's area
• Find out how services are delivered
• Determine the availability of financial subsidies for particular service options
• Arrange for delivery of government-funded home and community support services
• Apply for admission to a day program, supportive housing or assisted living program, or certain chronic or rehabilitation beds
• Apply for and arranging admission to a long-term care home
• Get on the appropriate waiting lists.
• Provides safe, quality care and ensures value for money to ensure care is available for patients with the greatest need.
• Familiarizes self and others with best practice standards in evidence-based care, to provide appropriate organizational leadership.
• Supports the development, review and implementation of policies, procedures, and guidelines in accordance with relevant legislation.
• Upholds organizational objectives through achievement of key performance indicators (KPI's) (see Appendix)

Relationship Management

• Earns the trust of health system and community partners, to support patients across the continuum of care
• Consults with Director and other Managers to support standard operating practices across patient care teams
• Develops and maintains open, trusting and collaborative internal and external relationships in the interest of patients and families, across the continuum of care
• Engages and motivates staff members to achieve high quality patient care and patient experience
• Represents HCCSS with integrity and professionalism
• Participates and where required provides leadership to internal and external committees and projects to improve patient experience
• Provides coverage for other Managers as required/requested
• Provides on-call coverage as required/requested
• Acts as an operational link with service providers, as required
• Provides leadership for responsiveness to patient, partner and public feedback

Leadership

• Fosters a workplace where people want to be, recognizing the strong correlation between staff satisfaction and patient experience.
• Monitors, analyses and provides recommendations related to indicators for patient experience, the provision of patient care, partnerships, stewardship and human resources and implements changes as required
• Contributes to health system transformation by collaborating effectively with internal and external partners to achieve patient and family centered goals
• Holds self and others accountable and able to achieve corporate objectives
• Collaborates with human resources to ensure the desired skills sets for success in patient care are achieved
• Demonstrates flexibility to adjust to rapidly changing conditions, challenges and requirements
• Provides direction and support to other Managers and Senior Managers
• Strives for continuous improvement
• Practices based on principles of Lean process improvement methodology
• Prepares reports/presentations and delivers as required

Patient Safety

• Promotes patient safety in alignment with the Vision, Mission, Values and Strategic Directions of HCCSS
• Works within the basic principles of patient safety by doing the right thing for the right patient, using the right method at the right time
• Adheres to HCCSS's patient safety policies and procedures

What must you have?

• Baccalaureate degree in health-related field. Registered Nurses with a Diploma in Nursing shall receive equal consideration.
• Practitioner in one of the following health disciplines: nursing, physiotherapy, occupational therapy, medical social work, dietetics, respiratory therapy or speech-language pathology
• Registrant in good standing with a Regulated Health Professional body
• A minimum of five years working in a health-care capacity
• Demonstrated experience leading staff and working with diverse teams and stakeholders
• The ability to work virtually and in office based on the needs of the organization. Travel is required between the sites of HCCSS HNHB.

What would give you the edge?

• Excellent verbal and written communication skills
• Solid critical thinking, conflict resolution and problem-solving skills
• Strong leadership, coaching and mentoring skills
• Strong customer service orientation
• Strong understanding of HCCSS operations and patient experience
• Solid understanding of performance measurement (including analysis, interpretation and reporting of metrics)
• Demonstrated ability to lead complex change management processes
• Strong computer skills and the ability to use a variety of software programs (including MS Office suite)
• Knowledge of tools, systems and databases used in client service delivery and management (e.g. CHRIS, RAI, etc.)
• Practical knowledge and understanding of relevant legislation (for example, but not limited to: Long-Term Care Act, Nursing Homes Act, Health Insurance Act, Employment Standards Act, French Language Services Act, Regulated Health Professionals Act etc.)
• Working experience within HCCSS preferred
• Possess the following attributes and demonstrates them in day-to-day activities:
  • Loyalty to vision and to the leadership of the organization
  • Relationship building
  • Ability and willingness to change
  • Autonomy
  • Rapid execution
  • Results-orientation
  • Professionalism

Home and Community Care Support Services 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.

All applications will be reviewed; however, only those selected for an interview will be contacted.