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Senior Manager, Operations Lead

2 months ago

Vancouver, British Columbia, Canada UBC Full time
Job Summary

Student Health and Wellbeing (SHW) provides students at the Point Grey campus a wide range of health services with a care team of physicians, nurses, nurse practitioners, psychologists, counsellors, social workers, nurses and other specialists. The Senior Manager, Operations is a member of the administrative leadership team of SHW and specifically ensures the effective and student-centric delivery of business operations within multiple busy, collaborative, and integrated health service locations.

Key Responsibilities
  • Develops, evaluates, and continuously improves on human resource initiatives to ensure the effective and timely recruitment, orientation, training, and support of staff.
  • Establishes, communicates, and models a clear vision of a respectful workplace environment; engages with and provides additional training to staff in instances where this vision is not adhered to; manages disciplinary matters between staff and provides leadership and guidance when conflicts occur.
  • Manages administrative staff and is responsible for hiring, orientation, training, performance management, evaluation, and termination of staff; manages staff attendance and vacation.
  • Determines appropriate staffing levels for administrative staff and liaises with Human Resources to effectively anticipate and execute recruitment activities. Provides expert advice to (and develops strategies with) senior leadership on appropriate short and long-range hiring commitments, succession planning, appropriate performance measurements, salary increases and retention cases.
  • Oversees the comprehensive onboarding, training and orientation of new staff, directs workflow, assesses training needs and knowledge base, plans and develops professional development opportunities for staff, in alignment with staff development needs and department priorities.
  • Writes, revises, and updates job descriptions for each administrative position in the department. Manages administrative supervisors who oversees staff scheduling and daily duties for staff, ensuring coverage of all activities at each site and arranging relieve and reporting on staff issues.
Service Delivery
  • Manages and leads the day-to-day functions of student and clinician support within Counselling Services and Student Health Service, spanning four main locations across the Point Grey campus.
  • Ensures the necessary administrative resources are in place to support the ongoing functions of student and clinician support within Counselling Services and Student Health Service. Communicates with counterparts in other services to consider harmonization and alignment of processes and protocols where appropriate.
  • Responsible for clinical and administrative workflow to incorporate the needs of patient interactions, patient care, clinical providers, administrative staff, internal and external partners.
  • Broadly engages and effectively navigates relationships across the University; identifies and implements best practices from external organizations (in post-secondary, counselling and healthcare settings) to ensure the delivery of high-quality student service.
  • Develops, implements, and improves on systems to effectively collect and act on student feedback to provide continuous improvement to the student experience when interacting with staff (including, but not limited to, in-person visits, phones, and referral systems).
  • Responsible for development of comprehensive policies, protocols and procedures to ensure and maintain compliance with evolving University, government, and regulatory college policies. Regularly engage with staff across Student Health and Wellbeing and external stakeholders as needed to ensure protocols and procedures are effectively communicated and are responsive to student needs.
  • Participates in the development of long term strategic plans for the department. Considers operational and administrative impacts across clinical planning, and provides recommendations to leadership on mitigating impacts.
  • Develops administrative and operational policies for the Directors, Counselling Services and Student Health Service
  • Leads various Student Health and Wellbeing working groups and student advisory councils.
  • Engages closely with staff on a daily basis to ensure an expert understanding of the interconnectedness of operations and opportunities for continuous improvement. Troubleshoots and provides solutions for daily operational needs.
  • Develops and maintains operations manuals; integrates processes across sites where possible. Ensures health and safety protocols are clearly communicated and understood by staff; maintains and actively seeks out updates to protocols as per management responsibilities.
  • Advocates for resources and processes that will meet the strategic priorities of SHW; makes well-researched and data-informed recommendations when collaborating with stakeholders on developing new systems, processes, and budget requests.
Financial Management
  • Ensures the optimal financial management of SHW resources by managing and overseeing an annual budget and approves expenditures for staff overtime and facility equipment and supply needs. Advise senior leadership on expenditure opportunities.
  • Assesses and ensures administrative information systems are efficient and meet the continuing needs of the unit. Analyzes financial information flow and work processes to identify efficiencies and design and implement improvements. Prepares long-term plans to introduce new technologies as smoothly as possible.
  • Oversees all providers billings and claims, invoicing and tracking of payments as needed. Liaises with appropriate partners to resolve financial issues (UBC Financial Services, Vancouver Coastal Health Authority, MSP, etc). Reviews and monitors claim submissions to ensure they meet the requirements as outlined by the Doctors of BC and the Medical Services Plan of BC billing guidelines as well as oversees billing to third Party agencies. Administers and maintains the funds appropriately ensuring that all claim submissions are meeting the contractual requirements as outlined in funding agreements.
  • Responsible for overseeing the budget for casual office staff.
Facilities Management
  • Oversees the facility maintenance and operational needs of the unit at multiple sites on campus; responsible for major renovations, and directs the purchase of equipment and furnishings, maintenance of equipment, and operational supplies for the unit.
  • Responsible for ensuring the clinics at multiple locations are functional for various clinical providers, patients and administrative staff.
  • Monitors the condition of clinics and initiates action to improve deficiencies.
  • Facilitates the repair, maintenance, and installation of medical equipment.
  • Manages administrative spaces at the clinic, including the front desks, to ensure efficient workflow and ergonomic set up.
  • Researches, negotiates and finalizes agreements, leases or purchases (office/medical equipment, communication equipment, furniture, etc.) for approval by appropriate Director.
  • Manages the customer complaint resolution process and responds to complex queries from students regarding eligibility for health services, insurance, and other related matters.
Information Systems
  • Leads the operational maintenance of a University-wide electronic health record system, ensuring system meets current and evolving user needs and engaging with external vendors to modify or add new functionalities as needed
  • Partners closely with external vendors to receive, disseminate, train staff, and provide feedback to vendors on product updates for key information systems
  • Responsible for approving and managing user access to sensitive record systems, including making recommendations and implementing updates to user access controls
  • Develops, implements, and improves on systems to effectively collect and act on student feedback to provide continuous improvement to the student experience when interacting with all information systems (including, but not limited to, electronic health records, websites, social media, and faxes).
Consequence of Error/Judgement

The Senior Manager, Operations provides full-scope operational oversight and team leadership support to the administrative staff of SHW. It is imperative for the Senior Manager, Operations to build effective relationships with stakeholders responsible for service delivery at various locations, to advance the objectives and goals of SHW and within the UBC Student Strategic Plan. This position is accountable for efficient operation of the SHW portfolio and deals on a daily basis with sensitive matters. This position has access to this highly confidential and sensitive information and is responsible for addressing matters requiring tact and discretion. Errors in handling this information, both in sensitivity and timeliness, could lead to very serious harm to the department, University and students receiving care.

Must exercise judgement based upon a thorough knowledge of procedures, guidelines and regulations. Errors in judgement may cause serious results, cause identifiable deterioration to business; reduce service, cause embarrassment and loose credibility with government funding agencies. This position represents the University, the students and the university. The position has access to sensitive information, the untimely release of which could cause acute embarrassment to the University, as well as litigation. Incorrect decisions/ judgement will directly affect the UBC's reputation with the employer, health authorities, community and faculty, staff, and students. Incorrect decisions would have impact on the health services offered to students, the operations of the programs, and the reputation of the unit and the University. Information from budget and forecast models and reports are used for making significant management decisions on the allocation / reallocation of resources. Financial errors and negative operational impacts (service and costs) could result if financial position of these departments is inaccurate

Supervision Received

Reporting to the Associate Director, SHW, the Senior Manager, Operations works independently with considerable latitude. Work is reviewed for achievement of specific goals, soundness of judgment and quality of work.

Supervision Given

This position manages a large number of roles, including medical office assistants and student information support; manages staff directly and indirectly through subordinates.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of three years of related experience, or the equivalent combination of education and experience.

Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications
  • Minimum of five years experience.
  • Undergraduate degree in a relevant discipline or an equivalent combination of education, training, and experience.
  • Experience with developing and maintaining a respectful work environment in alignment with UBC's commitments related to decolonization and Truth and Reconciliation. Demonstrates value for, and awareness of, best-practices in respectful and inclusive collaborator engagement, team skills development and student engagement that upholds these practices, commitments and values.
  • Experience fostering a team culture that supports integration and collaboration across functional teams; Excellent interpersonal and diplomacy skills as well as demonstrated ability to work effectively across cultures. Ability to develop and maintain effective working relationships with students, providers, staff and community members.
  • Demonstrated ability to work effectively as a member of a high-functioning leadership team in a fast-paced and results-oriented environment. Ability and desire to lead change by creating a vision and taking appropriate action to ensure acceptance and support.
  • Proven ability to lead and guide multifaceted projects from inception to conclusion, to delegate effectively and to problem-solve. Ability to facilitate needs-analyses activities, monitor, and evaluate team-wide projects within allocated time and resources.
  • Ability to analyze problems, identify key information and issues, and effectively resolve and develop best-practices and solutions with key collaborators and student groups.
  • Demonstrated ability to adapt leadership approach and guide others to work effectively in a multi-tasking environment, under pressure with high volume of work and critical deadlines.
  • Demonstrated ability to lead diverse teams and foster healthy and respectful working environments.
  • Ability to communicate with individuals in distress in a calm, courteous, and effective manner.
  • Experience developing and interpreting policies and procedures.
  • Experience within a health care environment is an asset.
  • Experience working with faculty, staff and students in a post-secondary institution. Experience managing CUPE 2950 staff an asset.
  • Ability to manage multiple priorities and juggle complex tasks.
  • Proven track record meeting critical deadlines under considerable pressure.
  • Ability to exercise initiative, tact and discretion.
  • Ability to work co-operatively in a team environment and to work effectively with all levels of University personnel and external organizations and government bodies.
  • Knowledge of provincial health legislation, administrative processes and systems, including information technology.
  • Excellent organizational skills and ability to work under pressure.
  • Outstanding oral and written communication skills.
  • Excellent interpersonal skills.
  • Creative thinking and problem-solving skills.