Patient Services Manager

**#ESC-068/23**

**PATIENT SERVICES MANAGER**

**Temporary Full-time Management (Non Union)**

**Erie St. Clair**

**(Primary Work Site is negotiable to within ESC, SW, or HNHB geographies)**

**Are you passionate about exceptional health care and driven by a desire to help others?** Interested in a rewarding career working alongside a supportive and collaborative team of over 8,000 regulated health care and other professionals?

What will you do?
- Select, orient, educate, and provide overall supervision and mentorship of assigned Home and Community Care employees including patient service assistants and care coordinators utilizing performance management, coaching, and exercising progressive disciplinary measures when necessary.
- Ensure staff access and utilization of all available resources to maximize efficiency in the provision of service to patients including information and referral, assessment and linkage/access to community services and residential options
- Act as a resource to staff and assist care coordinators in problem solving, ethical dilemmas and dealing with complaints/concerns to facilitate the best possible resolution
- Assist staff in change initiatives such as automation, reform measure implementations, and service provider transitions, etc.
- Work with colleagues to review and assign appropriate workload and adjust staffing to ensure efficient Home and Community Care operations
- Identify key elements for the success of the care coordinators in their job responsibilities and provide education and support in the development of identified core competencies
- Promote care coordinator effectiveness by participating in care conferences and other patient focused supports (e.g. LTCH processes, hospital complex discharge rounds, ALC rounds, etc.) supporting all activities related to patient access and flow in collaboration with hospital and community partners.
- Foster ongoing development and education of staff, including identifying individual staff learning needs and recommending educational learning paths
- Take a proactive approach to promoting positive morale
- Utilize conflict resolution techniques when required including crucial conversations.
- Escalate appropriate organization or individual issues when required
- Implement reform initiatives and support staff while endorsing a flexible approach within the fast paced work environment
- Be an effective and active participant in business process analysis and change management initiatives
- Promote constructive and collaborative working relationships through professionalism and positive promotion of Home and Community Care Support Services Erie St. Clair internally and externally
- Maintain current knowledge of all relevant legislation
- Regularly review management reports for a variety of purposes including assisting in data integrity adherence, resource allocation strategies, case costing analysis, supply and equipment usage, service utilization trending and analysis, and market allocation compliance
- Interpret and explain Home and Community Care Support Services Erie St. Clair services and community supports to patients, family members, physicians, and the general public
- Contribute to the development and utilization of performance measurement and monitoring systems for areas of responsibility and for the organization
- Carry out work in a spirit of collaboration and harmony with all staff and management group, respecting the unique role of each position and creating opportunities for effective interface between functional entities
- Health and Safety responsibilities as set out in Occupational Health and Safety Framework Policy
- On-call duties related to area of responsibility
- Travel may be required between the three sites of Home and Community Care Support Services Erie St. Clair
- Other duties as assigned

What You Must Have?
- Graduate of an accredited university with a degree in nursing, health care, business, or other related field
- Master’s Degree an asset
- A minimum of 2 years’ managerial experience with demonstrated ability in effective leadership and use of interpersonal skills
- Possess strong critical thinking skills with a positive solution focus
- Experience in a unionized healthcare and community care environment is an asset
- Current certification as a regulated health professional in Ontario is an asset
- Training and/or certification in Lean Six Sigma and project management would be considered beneficial
- Excellent listening skills and an adaptive style of managing
- Excellent written and oral communication skills. Proficiency in French language is an asset
- Must be able to manage virtual teams
- Must have demonstrated competency in the use of computer software systems particularly the use of Microsoft Office suite and digital health care systems
- We have a mandatory COVID-19 vaccination policy.
- As a condition of employment, all employees are required to submit proof of COVID-19 vaccination status prio