Chief Customer and Information Services, Provincial
2 weeks ago
**Chief Customer and Information Services, Provincial Digital Health and Information Services**
PHSA Corporate
Vancouver, BC
The Provincial Health Services Authority (PHSA) plans, manages and evaluates selected specialty and province-wide health care services across BC, working with the five geographic health authorities to deliver province-wide solutions that improve the health of British Columbians. PHSA embodies values that reflect a commitment to excellence.
In accordance with the Mission, Vision and Values, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
The
**Chief, Customer and Information Services (CCIS)**, reports to the Executive Vice President of Provincial Digital Health and Information Services (PDHIS), is an executive-level leader who is primarily accountable for the delivery and management of key customer service capabilities, including program and project management, workstation and client support within PHSA and other customer organizations, health information management, and provincial language services. The role is accountable for client services and understands client needs, communicates and advocates for client organizations, and bridges any gaps in business relationship management across the PDHIS portfolio. The role supports to ensure customer service functions from the PDHIS are well understood and leveraged by the Health Organizations and broader health sector where applicable.
The CCIS is a responsive, customer and service-oriented leader that builds capacity, and brings a strong focus on continuous improvement and innovation around efficiency and effectiveness of client services. The position aims to support the PHSA provincial mandate and the development of accessible, sustainable healthcare across the province. As a key member of the PDHIS senior leadership team actively contributes to the overall strategic planning of the PDHIS portfolio and is accountable for the attainment of PDHIS mandates and priorities within their scope by providing strategic guidance and execution as a cross-functional team and within their expert domains. The incumbent models PHSA values of respecting people, being compassionate, daring to innovate, cultivating partnerships, and serving with purpose.
**What you’ll do**
- Works as an executive-level leader of PHSA and as a key member of the PDHIS senior leadership team to further the mission, vision, and values of the organization to translate into planning and actionable objectives for PDHIS by supporting the integration of all service lines across all PHSA programs. In collaboration with the EVP, and the Executive Leadership Team as appropriate, develops and implements organizational strategic objectives.
- Leads the project and program management functions, which includes all program and project delivery as well as organizational change management to meet the desired goals and outcomes, which are provided in service across PDHIS.
- Leads the oversight of project execution, including progress compared with the plan and the production of agreed deliverables. Allocates project management resources across the PDHIS portfolio. Monitors and coordinates dependencies across the projects in the program and resolves conflicts. Coordinates and supports governance activities led by the Chief Digital Innovation Officer.
- Leads oversight of the WEST Alliance Office, including the financial, business and commercial aspects of the WEST Agreement, maintaining alignment with the needs of the health authorities, the Ministry of Health, PHSA, and the PDHIS portfolio as a whole.
- Directs the management of vendor relationships, sourcing, and procurement strategy. Develops and manages strategic vendor and partnership relationships. Negotiates contracts with vendors.
- Allocating scarce resources from separate client organizations, approving budget recommendations, and remedial strategies across the multiple organizations that PDHIS serves. Ensures that financial implications of projects and activities are communicated to the proper IT and business executives.
- Leads the delivery of key enabling services within PHSA and across other health authorities, including health information management services and provincial language services.
- Identifies, establishes and manages strategic external partnerships, managed services, technology providers and expert resources as required and appropriate to deliver customer and information services.
- Developing and implementing a customer and information services strategy in alignment with the overarching PDHIS strategy.
- Provides leadership to staff by fostering an atmosphere, which promotes and encourages employees to realize their maximum potential and encourages growth. Oversees all aspects of human resource ma
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