Customer Service Lead

1 day ago

Bedford Ville, Canada Nova Scotia Health Authority Full time
Permanent Hourly FT (100%)

Management/Non Union Position

Posting Closing Date: 19-Dec-24

Nova Scotia Health is the largest provider of health services in Nova Scotia, with some specialized services also offered to clients throughout Atlantic Canada. We’re on a mission to achieve excellence in health, healing, and learning through working together, which is reflected in the hospitals, health centres, and community-based programs we operate across the province.

About the Opportunity

The Clinical Lead has a fundamental role in the success of this complex, multi-organizational clinical transformation initiative. Their provision of critical consultative leadership, clinical expertise, planning, and direction at the multi health authority Program/Specialty Level and with all work streams, will ensure the scale and fundamental nature of clinical transformation required is understood at appropriate leadership levels, the achievement of drivers/goals and the delivery of a well-planned strategy in collaboration with the health organization leaders.

The Clinical Lead will lead interprofessional working group(s) responsible for the development, adjudication and implementation of governance, evidence informed best practice and standardization within the OPOR Program. The Clinical Lead acts as a subject matter expert within their area(s) of specialty, as well as providing structure/framework, project management support for working groups, initiatives, and projects.

The Clinical Lead is responsible for providing oversight for the development of clinical standards to support the implementation of clinical information systems. p>

  1. Leading the analysis and dissemination of best practice standards and content
  2. Clearly communicating both up (sr. leadership) and down (front line staff) across the organization
  3. Facilitating consensus and decision making across broad stakeholder groups
  4. Being organized, outcomes driven, preparing work packages and decision documents for review by stakeholder/working groups
  5. Having the ability to understand and support system level impacts and decisions while narrowing focus to translate and communicate stakeholder impact effectively

About You

We would love to hear from you if you have the following:

  1. Undergraduate degree in health related field required
  2. Minimum of 5+ years of experience in a clinical environment required
  3. Demonstrated knowledge and skill in the implementation of evidence-based practice in a clinical setting
  4. Demonstrated leadership in clinical and policy change
  5. Demonstrated ability to work with physicians/providers with a proven ability to manage conflict and lead people through change
  6. Broad knowledge of the applicable standards of practice and guidelines for clinical practitioners
  7. Broad knowledge of clinical process, workflows, clinical services delivery and patient/client satisfaction determinants
  8. Demonstrated clinical informatics expertise, with the ability systems and critical thinking
  9. Experience in informatics, Electronic Medical Records, IT, or modern hospital HIS is preferred
  10. Uses effective leadership, facilitation, communication and negotiation abilities to achieve consensus, resolve conflict, achieve desired outcomes and address potential barriers to success
  11. Project Management and change management certification would be considered an asset
  12. Experience services in a complex health care organizational environment considered an asset
  13. Proficient knowledge of healthcare industry required; familiarity with clinical and administrative hospital functions and departments preferred
  14. Strong analytical, organizational and problem solving skills with the ability to multi-task to meet tight deadlines
  15. Experience in working with patient care leaders
  16. Ability to analyze highly complex systems and workflows

Hours: Permanent, Full-time Position; 19 Hourly

Successful candidates may be eligible for our benefits package which includes health, dental, travel, long-term disability, and life insurance coverage as well as a defined benefit pension plan.

Nova Scotia Health is committed to being a workforce that is free of discrimination, values diversity, and is representative, at all job levels, of the people we serve. We encourage all qualified applicants who self-identify as Indigenous, Black/African Nova Scotian, Persons of Colour, Foreign Nationals/Newcomers, Persons with Disabilities, 2SLGBTQIA+ and self-identify.

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