Manager, Patient Services

5 days ago

Kingston, Ontario, Canada Home and Community Care Support Services Full time
Job Summary

We are seeking a highly skilled and experienced Healthcare Operations Manager to join our team at Home and Community Care Support Services. As a key member of our leadership team, you will be responsible for managing the delivery and access to coordinated, quality community healthcare services.

Key Responsibilities
  • Patient Service Delivery
    • Manage the delivery and/or access to coordinated, quality community healthcare services;
    • Act as the primary contact for patient/family complaints or concerns on issues not resolved by Care Coordinator or team member;
    • Participate, support, and/or lead in planning, implementing, managing, and evaluating patient service delivery programs;
    • Monitor and review caseload statistics and indicators for assigned portfolio and team;
    • Oversee the utilization of purchased patient services for the organization.
  • Relationship Management
    • Build and maintain effective relationships with health and social service agencies and external service providers to partner in delivering quality patient care and promote an integrated approach;
    • Represent Home and Community Care Support Services on multi-disciplinary committees and community agency/project working groups.
  • Management of Human Resources and Leadership
    • Manage overall performance of local care community team; provide direction on projects and priorities; orient and train staff to equip them with the necessary skills needed to resolve issues and provide quality patient care; guide Care Coordinators in handling critical issues;
    • Identify staffing requirements and recommend recruitment and selection of candidates to ensure effective staff allocation within assigned budget.
    Requirements
    • University degree preferred in Nursing, Physiotherapy, Occupational Therapy, Speech Language Pathology, Social Work;
    • Holds a current unrestricted registration as a member of the associated College;
    • 5 years progressively responsible experience in healthcare;
    • Management experience in a unionized environment with direct experience with change management preferred;
    • Expertise in patient service best practices and efficient process flow;
    • Strong planning and organizing skills;
    • Ability to use MS Office applications (e.g., Word, Excel, PowerPoint, etc.);
    • Analyzes information from information systems, service providers, patient reports, staff feedback, and industry trends to formulate recommendations and provide input to planning processes for future programs;
    • Manages multiple priorities as circumstances and information change frequently;
    • Effective communication skills to maintain a range of contacts with health professionals, service providers, regulatory colleges, educational institutions, and other organizations within the community;
    • Strong collaboration skills to participate on projects and committees with colleagues across Home and Community Care Support Services or local community agencies;
    • Ability to deliver information effectively and interpret data clearly in a variety of settings, including one-on-one with staff and in team meetings;
    • Ability to deal constructively with a variety of difficult situations, discuss sensitive information, and persuade others to follow a recommended course of action;
    Preferred Qualifications
    • Experience working with diverse patient groups in community settings;
    • Experience managing in a unionized healthcare and community care environment is an asset;
    • Knowledge of services provided by Home and Community Care Support Services;
    • Experience with LEAN principles;
    • Experience in project management;
    • Ability to speak French or another second language.
    What We Offer
    • Attractive comprehensive compensation packages and benefits;
    • Valuable development opportunities;
    • Membership in a world-class defined benefit pension plan.

We are committed to a culture of equity, inclusion, diversity, and anti-racism. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request.

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