Manager, Patient Services

2 weeks ago

Waterloo, Canada Home and Community Care Support Services Full time

**Job Description**:
**MANAGER, PATIENT SERVICES**

**POSITION TITLE**: Manager, Patient Services
***

**REPORTS TO**: Director, Patient Services

**POSITION STATUS**: Permanent, Full-Time

**DIVISION / DEPARTMENT**: Patient Services

**LOCATION**:Wellington County (Base = Fergus Office)

**COMPETITION NUMBER**:23-A-004

**POSTING DATE**:April 21, 2023

**CLOSING DATE**:4:30 pm, April 28, 2023

**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
- 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

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