Operations Manager

2 months ago


Nepean, Canada Access Healthcare Services Inc. Full time

POSITION PROFILE
As the Operations Manager, you will provide centralized strategic and tactical leadership to the Access Healthcare team will work closely with the services coordination and leadership teams to identify opportunities for operational efficiencies and quality improvement in our delivery of home health services. This role is responsible for ensuring the coordination of client services are operating successfully and are adequately supporting the Nursing and Personal Support Services programs. The role requires strong people leadership and team development and a proven track record in problem solving including an aptitude for using data to drive business decisions. The position has a strong focus on quality and service excellence.

REQUIRED SKILLS
- Accountability
- Adaptability/Flexibility
- Analytical Thinking
- Communication
- Critical Thinking
- Quality Management
- Ethics and Integrity
- Leadership
- Risk Management
- Strategic Thinking
- Interpersonal Skills
- Technical Proficiency

JOB DUTIES
- Oversees and supports the daily activities of the client services coordination team including short and long-term goals, performance management, professional development and appropriate scheduling to ensure the needs of the organization are met.
- Completes and submits required reporting and takes necessary action on areas of deficit.
- Manage, resolve and/or escalate client/family/staff concerns/issues/risks effectively and efficiently within the required timeframe.
- Formulates strategies to improve performance and ensures compliance with program requirements.
- Ensures the coordination team are set up for success including access to the right tools and resources and effective orientation, onboarding and training of new hires.
- Processes all incoming updates, policies, protocols and communicates relevant information to the team as required.
- Works closely with program managers and supervisors to understand available capacity, needs and barriers to quality service provision.
- Provides customer service support by responding to client inquiries as required.
- Considers individual needs of patients (and families), client safety, and of care providers, when making decisions.
- Maintains accessibility by phone for patients, care providers, referral sources, and other stakeholders.
- Liaises with Program Managers and Supervisors to share client and employee feedback.
- Ensures accurate, timely documentation and/or phone calls, both external and internal.
- Responds to all communication as required in a timely manner.
- Adheres to the principles of quality documentation and ensures team awareness and compliance of the same.
- Participates and/or leads quality management projects including policy review and development and process improvement initiatives.
- Participates in the Manager on Call rotation.
- Provides coordination desk coverage as needed.
- Other duties as determined by the Director.

**REQUIREMENTS**:

- Home and Community care experience essential.
- Minimum 2 years’ experience in a client services coordination role.
- Significant experience handling complaints resolution.
- Experience in a leadership or senior role in a Home and Community Care setting.
- Nursing background desirable - preference will be given to RPN or RN applicants.
- Strong knowledge of computer software including Microsoft Word, Excel, and PowerPoint.
- Billing rejections experience preferred but not required.
- Bilingual in French and English preferred but not required.
- AlayaCare experience preferred.

Access Healthcare Services Inc. is proud to announce that it has recently (2023) been re-awarded a four-year accreditation with exemplary standing, the highest award available from Accreditation Canada. We are a nurse managed home healthcare organization that provides services on behalf of the Champlain Local Health Integration Network, private individuals, insurance companies and other municipal and provincial organizations in various sectors.

We would like to thank everyone in advance for their interest in AHS, however, only applicants selected to join us for the first round will be contacted.


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