Quality Improvement Specialist, The Health Clinic

**Location**:
243 Consumers Road, Toronto, Ontario, M2J 4W8

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

**Why this role is important?**

We are hiring a **Quality Improvement Specialist for The Health Clinic by Shoppers**

Reporting to the Senior Director, Health Clinic Strategy and Operations, the Quality Improvement Specialist will play a key role in optimizing operational and financial performance of the Health Clinic by Shoppers portfolio through redesign of clinical workflows and through technology optimization and automation. The Health Clinic by Shoppers is a new division of Shoppers Drug Mart dedicated to bringing convenient access to high quality patient-centred primary care services to Canadians. This is your opportunity to join a growing division of one of Canada’s leading companies.

The Quality Improvement Specialist will work across the Health Clinic by Shoppers portfolio of clinics to lead the identification and implementation of evidence-based and technology-enabled practices and workflows to enhance operational effectiveness, patient and staff satisfaction and financial performance of the clinics. This role will be responsible for developing deep expertise with clinic technologies and tools and developing resources and implementing training to optimize adoption and utilization of both provider/clinic staff-facing technologies as well as patient-facing technologies. Key areas for quality and operational improvement include administrative workflows, clinical workflows, billing and payment, scheduling and patient communications and engagement.

**Duties**:

- Responsible for analyzing current state clinic workflows to identify opportunities to improve operational efficiency, enhance patient and physician satisfaction, optimize for patient safety and reduce clinic costs.
- Collect and analyze data to inform data-driven quality improvement initiatives.
- Develop business case for new initiatives, including ROI.
- Collaborate with physicians and clinic staff to understand clinic needs and priorities and adapt these requirements into clinic technologies.
- Become an Accuro Electronic Medical Record (EMR) ‘super user’ and champion to drive adoption and effective utilization across clinic sites.
- Deliver training to clinic staff and healthcare providers on new technologies, functionalities and use cases.
- Collaborate closely with technology vendors to drive system improvement and end user support.
- Leverage technology and tools to identify operational efficiencies and automation opportunities.
- Lead the design, documentation and implementation of redesigned clinic workflows.
- Develop standard operating procedures and training materials to support implementation of redesigned workflows.
- Identify opportunities to optimize technology adoption and utilization.
- Develop protocols and processes for ongoing management, maintenance and improvement of the Accuro EMR database including clinical documents, forms, appointments and other database components.
- Develop and disseminate patient satisfaction surveys to enhance patient experience.
- Develop and disseminate physician and clinic staff satisfaction surveys to inform opportunities for improvement.
- Develop recommendations and define strategic priorities for leadership to inform innovation and optimization opportunities.

**Skills and Experience**:

- 5+ years of experience working in healthcare service delivery or administration;
- Extensive experience working with electronic medical records, Accuro EMR experience is preferred;
- Experience with other digital health tools including online booking tools, virtual care, and patient engagement tools;
- Strong understanding of clinical workflows, particularly in primary care settings;
- Strong working knowledge of workflows, process mapping, root cause analysis and improvement techniques;
- Strong organizational and analysis skills to solve complex problems;
- Strong background in data analytics and ability to effectively visualize and report on operational and financial datasets;
- Strong working knowledge of change management principles and dissemination of quality improvement initiatives;
- Excellent presentation skills and ability to conduct end user training;
- Experience with patient safety best practices and risk reduction;
- Ability to work within a dynamic, rapidly growing and evolving environment.
- Ability to understand healthcare regulatory frameworks and the