Manager, Quality and Performance Improvement

6 months ago

Toronto, Canada Circle of Care, Sinai Health Full time

Job Description
The Quality, Risk and Performance Improvement Manager will be responsible for implementing and managing quality, risk and performance improvement initiatives that support Circle of Care’s commitment to delivering excellent client care. With a focus on the client and caregiver experience and engagement, the Manager will work closely with internal and external stakeholders and implement process improvement, facilitation and project management methodologies to help improve and support the delivery of safe, high quality, effective, efficient and fiscally responsible care and services.
Additional roles and responsibilities include the roll out and tracking of the Quality Improvement Plans (QIP) and Balanced Scorecard metrics, developing and implementing a client and caregiver survey strategy, performance reporting to our funders and facilitating process improvement across the organization.
**We are looking for**: a full-time, permanent Manager, Quality, Risk and Performance Improvement
**Salary**: Commensurate with experience
**Hours of Work**: 34 hours/week. Hybrid work from home environment.
**Reports to**: Vice President, Quality, Communications and Strategic Partnerships

**Responsibilities**:
Quality Improvement
- Works in partnership with all Client Services Managers to shape a culture of quality improvement and client safety within Circle of Care (CoC)
- Supports the development, implementation, and continuous evolution of quality and client safety frameworks and initiatives
- Champions quality across the continuum of care and provides expert advice to CoC colleagues and system partners
- Supports the implementation and execution of the evolution of CofC’s client and caregiver engagement
- Drives the continuous improvement of client experience measurement and organizational reporting of results
- In partnership with the Vice President of Quality, Communications and Strategic Partnerships supports implementation of the organization’s quality measurement and evaluation framework, along with program evaluation cycles that continuously improve Circle of Care’s capability and capacity to deliver quality care to its target populations
- Supports the development, implementation and tracking of Circle of Care’s annual Quality Improvement Plan, and Balanced Scorecard
- Identifies, leads, and supports quality and process improvement activities, including opportunities for innovation through technology enhancement and best practice approaches, to meet and exceed department and organizational goals
- Collaborates with all levels of Circle of Care teams across different departments to ensure employees have the essential tools, skills, and support to consistently deliver high quality services

Risk Management and Client Safety
- In collaboration with internal colleagues, stakeholders, and partners, leads the continuous improvement of the organization’s risk event processes
- Conducts client risk event analysis and quality improvement action planning, to reduce or prevent similar events from recurring
- Supports the Vice President, Quality, Communications and Strategic Partnerships in quality and client safety reporting to the Board of Directors and Senior Management Team

Leadership
- Creates a climate of continuous improvement and creativity aimed at systemic change with internal and external partners
- Develops and sustains a workplace culture that embodies open and transparent communication, a person-centered focus, learning and innovation, accountability for achievement, teamwork, and respect
- Supports the performance management process, including the creation of professional development plans for direct reports to build their core competencies and personal effectiveness; delivers annual performance appraisals supported by regular coaching sessions
- Celebrates team successes by taking opportunities to express positive expectations of others, and supports the implementation of employee recognition and rewards programs
- Promotes team effectiveness, and proactively addresses morale, cooperation, and productivity issues
- Deals with employee relations issues based on a sound understanding of good management practices, organizational employees, and the collective agreement, as it pertains to unionized caregivers

Management of Relationships with Internal Partners
- Works with other departments to achieve organizational goals and objectives through problem-solving, collaboration, and mutual understanding
- Meets with individual peers on regular basis to review performance against strategic and operational plans, and develops shared action plans to resolve gaps
- Leads and / or participates on cross-functional project teams to lend skills, professional knowledge, and expertise

Organizational Effectiveness
- Acts as a change agent to effectively manage change and transformation in a complex healthcare environment
- Cultivates an environment that attracts and retains exceptional people, and s

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