Manager, Patient Services

MANAGER, PATIENT SERVICES

POSITION TITLE:                              Manager, Patient Services

REPORTS TO:                                   Director, Patient Services

POSITION STATUS:                          Permanent, Full-Time

DIVISION / DEPARTMENT:              Patient Services

LOCATION:                                        Waterloo Wellington (Base = Waterloo Office)

COMPETITION NUMBER:                24-A-003

POSTING DATE:                               Wednesday April 17, 2024

CLOSING DATE:                               4:30 pm, Wednesday April 24, 2024

Position Summary

Home and Community Care Support Services Waterloo Wellington is currently recruiting for an accomplished leader in the role of Manager, Patient Services. 

As a member of Home and Community Care Support Services, this leadership role is responsible for the daily operations under their leadership portfolio to ensure effective and efficient services are provided to our patients throughout our community. This role fosters the opportunity to promote positive patient outcomes in the community by developing innovative approaches, strategic vision and leadership expertise.

Reporting to the Director, Patient Services, this position is responsible for the supervision and development of staff and evaluating the ongoing effectiveness, efficiency and quality of services and program development in collaboration with our community service partners.

What will you do?

• Select, orient, educate, and provide overall supervision and mentorship of assigned Home and Community Care Support Services employees including team assistants and care coordinators utilizing performance management, coaching, and exercising progressive disciplinary measures when necessary
• Ensure staff access and utilization of all available resources to maximize efficiency in the provision of service to patients including information and referral, assessment and linkage/access to community services and options
• Act as a resource to staff and assist in problem solving, ethical dilemmas and dealing with complaints/concerns to facilitate the best possible resolution
• Assist staff in change initiatives such as automation, reform measure implementations, and service provider transitions, etc.
• Work with colleagues to review and assign appropriate workload and adjust staffing to ensure efficient Home and Community Care Support Services operations
• Identify key elements for the success of staff in their job responsibilities and provide education and support in the development of identified core competencies
• Promote care coordinator effectiveness by participating in care conferences and other patient focused supports (e.g. LTCH processes, hospital complex discharge rounds, ALC rounds, etc.) supporting all activities related to patient access and flow in collaboration with hospital and community partners.
• Foster ongoing development and education of staff, including identifying individual staff learning needs and recommending educational learning paths
• Take a proactive approach to promoting positive morale
• Escalate appropriate organization or individual issues when required
• Implement reform initiatives and support staff while endorsing a flexible approach within the fast paced work environment
• Be an effective and active participant in business process analysis and change management initiatives
• Promote constructive and collaborative working relationships through professionalism and positive promotion of Home and Community Care Support Services Waterloo Wellington internally and externally
• Maintain current knowledge of all relevant legislation
• Regularly review management reports for a variety of purposes including assisting in data integrity adherence, resource allocation strategies, case costing analysis, supply and equipment usage, service utilization trending and analysis, and market allocation compliance
• Interpret and explain Home and Community Care Support Services Waterloo Wellington services and community supports to patients, family members, physicians, and the general public
• Contribute to the development and utilization of performance measurement and monitoring systems for areas of responsibility and for the organization
• Interpretation and application of the ONA and CUPE collective agreement
• Health and Safety responsibilities as set out in Occupational Health and Safety Framework Policy
• On-call duties related to area of responsibility
• Other duties as assigned

What must you have?

• Undergraduate degree in a related, health-care discipline, preferably at the Master's level, with current Registration in an appropriate Professional College or discipline.
• Three (3) years of progressively responsible experience in a Home and Community Care Support Services/Home Care Program, community setting or other related Health Care field, preferred.
• A minimum of two (2) years of leadership experience and evidence of ongoing, professional management skill development, a definite asset.
• Possess strong critical thinking skills with a positive solution focus
• Demonstrated expert knowledge of Community Health, Social Service agencies and volunteer organizations.
• Demonstrated management skills to provide leadership to a multi-disciplinary team, ensuring compliance with all regulations, legislation, safety programs, and policies and procedures.
• Excellent listening skills and an adaptive style of managing.
• Excellent written and oral communication skills
• Must have demonstrated competency in the use of computer software systems particularly the use of Microsoft Office suite and digital health care systems.
• Respectful of individual strengths and differences.
• Experience with using data and financial reports.
• Demonstrated conflict resolution skills.
• Proactive and innovative approach to problem-solving.
• Demonstrated interpersonal skills.
• Demonstrated organizational, planning and developmental skills.
• Demonstrated experience with quality frameworks, project and change management.
• Ability to negotiate sensitive, complex issues involving the client, service provider and staff while exercising diplomacy, confidentiality and good judgement.
• Demonstrated values that align with the organization’s culture.

What would give you the edge?

• Experience managing a team in a hybrid work model environment.
• Experience working with diverse, multicultural patient groups in community settings.
• Experience managing in a unionized healthcare and community care environment is an asset.
• Experience in managing projects and with change management principles.
• Preference will be given to candidates who are proficient in both official languages.

What do you need to know?

This position will be expected to be onsite in the office on a regular/rotational basis and/or as determined by the Employer.  The successful applicant must be willing and able to attend onsite as required.

How do you apply?

Interested candidates should submit their resume and cover letter before 4:30 pm on Wednesday, April 24, 2024, stating Competition # “24-A-003 - Manager, Patient Services” in the subject line of the email, to HR.WW@HccOntario.ca

If you are already an employee of Home and Community Care Support Services, submit your resume to Recruitment.WW@HccOntario.ca.   

By submitting an application, applicants are consenting to the sharing of their personal information with individuals from Home and Community Care Support Services Waterloo Wellington who are participating in the selection process.

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

Committed to Diversity and Inclusion

In line with our fundamental values of collaboration, respect, integrity and excellence, Home and Community Care Support Services is an inclusive employer which respects equity, inclusion, diversity and anti-racism. We are committed to attracting, engaging and developing a workforce that reflects the diverse communities we serve.

Home and Community Care Support Services Waterloo Wellington is an equal opportunity employer. We are committed to providing supports to applicants with disabilities throughput the recruitment and selection process.   Candidates requiring accommodation should advise Human Resources.   Support will be provided in accordance with the applicant's needs and in accordance with the Ontario Human Rights Code and the Accessibilities for Ontarians with Disabilities Act

Home and Community Care Support Services has implemented a mandatory vaccination policy across the province that requires all staff to be fully vaccinated against COVID-19.  Applicants being considered for employment will be required to provide proof of vaccination documentation confidentially to Human Resources upon hire.   Any medical or human rights exemption requests are required to be submitted for review and validation prior to an offer of employment.