Manager, Complaint Services

2 months ago

Toronto, Canada Ontario Health Full time

Created under the Excellent Care for All Act,

Patient Ombudsman's

role is to help resolve complaints from patients, residents and caregivers about their experiences in Ontario’s public hospitals, long-term care homes, home care services, and community surgical and diagnostic centres. Patient Ombudsman also investigates matters of public interest. We take the time to listen closely to all perspectives without taking sides. Our work aims to improve the system for everyone by shining a light on issues of concern. In accordance with ombuds principles, Patient Ombudsman acts independently of Ontario Health when undertaking its mandate, and we are committed to our values of respect, compassion, integrity and accountability. We do our work in service to a vision of a healthcare system where everyone is treated fairly.

What Patient Ombudsman offers:
Achieving your career goals is a priority to us. Benefits of working at Patient Ombudsman may include the following based on employment type:
- Fully paid medical, dental and vision coverage from your first day- a health care spending account- a premium defined benefit pension plan- three personal days and two float days annually- three weeks’ vacation to start (for individual contributors), increasing to four weeks after two years- career development opportunities- a collaborative values-based team culture- a wellness program- a hybrid working model- participation in- Communities of Inclusion Want to make a difference in your career? Consider this opportunity.

What Patient Ombudsman offers:
Achieving your career goals is a priority to us. Benefits of working at Patient Ombudsman may include the following based on employment type:
- fully paid medical, dental and vision coverage from your first day- a health care spending account- a premium defined benefit pension plan- three personal days and two float days annually- three weeks’ vacation to start (for individual contributors), increasing to four weeks after two years- career development opportunities- a collaborative values-based team culture- a wellness program- a hybrid working model- participation in- Communities of InclusionWant to make a difference in your career? Consider this opportunity.

Reporting to the Executive Director, Patient Ombudsman, the Manager Complaint Services is responsible for providing strategic direction and leadership in the resolution of all patient and caregiver complaints, ensuring the timely and effective management of all case files, records, and information to support the Patient Ombudsman’s mandate and vision.

Here is what you will be doing:
Strategic Planning and Operational Leadership:
- Leads the ongoing development and execution of Complaints Services plans and initiatives, ensuring that Complaints Services are delivered in a manner that is consistent with Patient Ombudsman’s mandate and vision, and that successful and timely early resolution outcomes are achieved.-
- Develops long
- and short-term strategic Complaints Services plans that are aligned with Patient Ombudsman goals and priorities. Recommends portfolio objectives, expected outcomes, and key performance and success indicators.-
- Provides leadership in the prioritization, development, and implementation of business process improvements, with accountability for project deliverables, resources, timelines and outcomes.-
- Collaborates with the Investigations team to recommend timely and appropriate strategies to advance the resolution of complaints, including working with the Manager Investigations to facilitate case escalation, identifying potential complaints for formal investigation, overseeing collaboration between Investigators and Early Resolution Specialists and responding to complaints against Patient Ombudsman.Collaborates with the leadership team to develop and implement strategic organizational goals and operational plans, providing research, input and insights into the development of organization-wide initiatives and priorities, identifying areas of potential risk, determining success measures and standards, and identifying effective organizational infrastructure designs to facilitate operational/business goal achievement.-
- Contributes to the development of Patient Ombudsman reports.Case Management and Complaint Resolution:
- Oversees the intake, assigning, and case progression of all early resolution complaint files, activities and initiatives, ensuring case files are appropriately managed and timely outcomes are achieved.-
- Accountable for monitoring progress and status of team members’ case loads, ensuring documentation and file management practices and protocols are followed, providing advice and direction to front-line team members, serving as an escalation point for challenging cases, and reviewing and approving resolution letters and dispositions.-
- Oversees the recording, tracking, monitoring and reporting of all casework associated with general enquiries and complaints, monitorin

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