Patient Service Manager- Transition Pool

**Company Bio**

Our family of four hospitals play an integral role in improving lives and creating healthier communities. We work together as one team across our hospitals to provide local and regional health care services, and also work in partnership with our communities to improve access to high-quality care, close to home. We are incredibly fulfilled by the work that we do, and proud of our dynamic teams of staff, physicians and volunteers who care deeply about our patients, and each other. We don’t just serve our communities; we are part of them. We live here, raise our families here and, quite often, retire here in the community that we love. Quinte Health is always looking for compassionate, dedicated people to join our team. We have a wide range of exciting roles, some which involve working across more than one of our hospitals, and some which are situated at just one hospital.

**Position Summary**

The Patient Services Manager is a Regulated Health Professional who maintains responsibility for all aspects of patient care activities for an assigned corporate patient care service(s) under the general direction of the Director, Clinical Operations and Diagnostics.

In addition to providing permanent managerial support for the Transition Pool. The Patient Services Manager provides clinical & managerial leadership to units requiring interim coverage for various periods of time. This role will provide day-to-day direction, supports and solutions for the interprofessional team members in the provision of optimum quality care to patients and their families/significant others.

This role aims to provide stability, regular service and process continuation for a unit during the temporary absence of the permanent manager. Key activities can include daily operational functions such as: staffing, payroll, fostering patient flow, reporting tasks, supply and equipment evaluations and orders, communications with unit staff, patients/families, and collaborating with other units and physicians. Solution navigation and addressing concerns from staff, patients, and families may also be required. The Patient Services Manager contributes to the implementation and use of; quality improvement, utilization management, risk management and Health Quality Ontario standards.

The Patient Services Manager in a multi-unit position uses the standards of work guide to determine priorities and requirements on a constant basis.

**Required**
- Valid registration with a Professional Healthcare Regulating Body.
- Completed Baccalaureate Degree; or actively pursuing and a commitment to continuous learning.
- A minimum of 5 years of recent clinical experience in acute care with experience working in a community-based hospital preferred.
- Proven leadership/management skills including strong human resources, labour relations, quality management and utilization management skills.
- Evidence of exceptional analytical and information-seeking skills that contribute to effective decision-making and execution of action plans that deliver results and motivate individuals.
- Ability to act as self-directed, courageous, and highly motivated with excellent interpersonal and communication skills.
- Experience managing competing demands in a fast-paced, multi-site, multi-disciplinary healthcare environment.
- Ability to respond to a large number of simultaneous/competing demands from patients, families, staff, physicians, and other programs and departments.
- Evidence of strong computer skills, including but not limited to; efficient operation of Microsoft Office Software (Excel, Word, PowerPoint).
- Evidence of effective communication and conflict resolution skills with the ability to develop positive working relationships with all stakeholders promoting collective problem-solving approaches.
- Demonstrated commitment to interprofessional practice standards.
- Excellent interpersonal skills with a strong orientation to staff development and staff empowerment.

Preferred
- A minimum of 3-5 years of recent management/leadership experience preferred.
- Health Care Management/Leadership certification or equivalent program.
- Experience in multiple acute care areas such as surgery, medicine, pediatrics, and mental health.

**Duties**
- Support the longer-range directions, goals and plans relative to the unit (relative to the assigned coverage and requested support).
- Direct team members in the implementation of Standards of Practice and ensure that appropriate standards are met which leads to positive patient outcomes.
- Provide 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.
- Undertake managerial tasks such as:

- Ensuring staffing is optimized and plans in place for 24-hour coverage,
- Approving shift changes/ swaps,
- Entry of changes into UKG,
- Approving payroll.
- Foster pat