Patient Services Manager

**Company Bio**

At Quinte Health, our four hospitals unite under the core values of _Imagine It’s You, Value Everyone, We All Make a Difference_, and _Stronger Together_. We work as one team to enhance lives, improve access to high-quality care, and build healthier communities—right where people need it most.

Quinte Health’s four hospitals are the heart of our communities, delivering exceptional care close to home. As one unified team, we’re passionate about improving lives and expanding access to high-quality healthcare. Our staff, physicians, and volunteers don’t just work here—we live, grow, and thrive here. If you’re compassionate and driven, we have exciting opportunities across our hospitals. Join us and make a real impact

**Position Summary**

The Patient Services Manager of the Trenton Memorial Hospital Emergency Department and the Domestic Violence and Sexual Assault Team reports to the Program Director
- Emergency, Community and Rural services at Quinte Health Care. The Patient Services Manager is a Registered Nurse who maintains 24-hour responsibility for all aspects of patient care activities in the Emergency Department and the DVSARP Team, provides direction and support to the members of the Emergency services, primary care services in the Trenton region and also acts as a resource to other sites at QHC and externally as required. The Manager provides clinical and managerial leadership, direction and supports to the interprofessional team members in the provision of optimum quality of care to patients and their families/significant others. This role promotes and facilitates the processes of emergency care and primary care under the direction of the Program Director - ED Primary Care. This will be accomplished through the implementation and use of quality improvement, utilization management, risk management, professional practice standards, staff development, information systems, critical care benchmarking targets and resource management. The incumbent works collaboratively within the QHC Program Management Model and in concert with the Program Leadership Committees, Professional Practice and Emergency Committees, the Program Director and Medical Director. The Patient Care Manager provides professional expertise and leadership and works within a team environment as a means to provide effective Patient and Family Centered service, clinical integration, and promotion of a quality of work life environment.

**Required**
- Valid registration with a Professional Healthcare Regulating Body.
- Completed Baccalaureate Degree; or actively pursuing and a commitment to continuous learning.
- 5 years of recent clinical experience associated with the emergency department.
- 3 years of progressive and recent professional transformational leadership/management in emergency, medicine, surgery and/or critical care services and eCTAS
- Sound knowledge of the DVSARP program, and previous experience in working with domestic violence and sexual assault
- Experience with lean methodology and project management
- Experience with change management in a fast paced environment
- Knowledge of the Ministry of Health and Long Term care strategies as it relates to Pay for Results wait time strategies
- Experience with Payroll, working with Finance to analyze and maintain budgets within a portfolio
- Experience leading in a fast paced interprofessional health care team environment
- Strong computer skills - efficient operation of Microsoft Office Software (Excel, Word, Power Point);
- Excellent interpersonal skills with a strong orientation to staff development and staff empowerment;
**Duties**
- Directs team members in the implementation of Standards of Practice and ensures that appropriate standards are met which leads to positive patient outcomes,
- Provides leadership to the patient care team to ensure patient/family focused care within a coordinated integrated care planning model of care delivery through the development of integrated care maps based on practice guidelines,
- Acts as a resource to the team through clinical expertise and knowledge base related to the medical/clinical needs of patients. Incorporates nursing theories and research based practice to support clinical decision making. Assists in day to day problem solving within and across the services,
- Works with community partners to ensure the provision of timely care to meet the needs of the patient. Assists the team to manage risks, incidents, family/client complaints and discharge planning,
- Assists the team to develop, maintain and assume overall responsibility for continuous quality improvement, utilization management and risk management activities, including implementation of standards and tracking mechanisms,
- Provides guidance and direction in the discharge planning process and with the Patient Care Leader of the service, provides support to the team,
- As a member of the service team, assists with the organization, planning and implementation