Manager, Patient Care and Service Delivery

**Department**: Hospital Operations

This position is represented by the agreement between the Professional Staff Association and the University of Guelph

**General Purpose**

The Ontario Veterinary College Health Sciences Centre (HSC) provides a comprehensive and innovative clinical environment for experiential learning and discovery through the provision of excellence in patient care and client experience.

The Supervisor, Patient Care and Service Delivery is one of five individuals who supervise a team of HSC Registered Veterinary Technicians, Hospital Assistants, Sterile Processing Department Technicians, and Animal Care Attendants. They also provide operational support to other areas of the hospital such as Pharmacy, Client Services, and Medical Records. The Supervisor ensures clients and patients have a positive experience while at the HSC from first contact to discharge.

The services under their scope of supervision include patient care and client services for the Companion Animal Hospital, the Animal Cancer Centre, and the Large Animal Hospital.

In this operational role, the Supervisor takes a strategic approach to resource utilization (people and equipment) in a complex, 24/7 patient services operation, ensuring a smooth, safe, efficient hospital, teaching and research environment while meeting fiscal targets.

**Duties and Responsibilities**
- Effective leadership and support of a diverse team consisting primarily of regular full-time unionized and non-unionized staff, and some temporary full-time and part-time staff.
- Staff recruitment, orientation, training, and skill development in multi-service areas, setting performance standards, and facilitating personalized performance management processes.
- Hiring, developing, training, and coaching staff and effective performance management.
- Scheduling staff to correspond with service volumes and ensuring they are cross-trained in a variety of service areas to: allow adequate coverage in all areas; provide developmental opportunities for staff; and to deal with fluctuations in workload.
- Providing input to the Manager of Hospital Operations on budget formulation, major expenditures, cost recoveries and revenue generation.
- Identifying and implementing process efficiencies to improve client service, patient care, and the teaching experience while reducing costs and/or increasing revenue.

**Requirements**:

- Two (2) year Community college graduation. Registered Veterinary Technician as recognized by the Ontario Association of Veterinary Technicians or an equivalent combination of education and experience. Education in the field of veterinary administration, healthcare administration, healthcare leadership, or a related field will also be considered.
- A one (1) year Certificate in Veterinary Assistant and Office Administration is considered an asset.
- Six (6) years progressive supervisory experience within a veterinarian environment preferred.
- Leadership (or managerial) experience working in a Healthcare environment will be considered.
- Demonstrated excellence in communication, team building and promoting a teamwork environment where staff can interact productively and efficiently.
- Demonstrated ability to supervise numerous and diverse activities, prioritizing appropriately to support effective service delivery to clients.
- Demonstrated ability to analyze, problem solve, make recommendations for change, implement and evaluate.
- Effective knowledge of computer skills and programs (Excel, Word and Outlook).
- Experience with Hospital Information Systems (EzyVet, Stringsoft, Cornerstone, etc.) and Workforce Time Entry and Scheduling software (EKG, SAP Success Factors, etc.) is an asset.

**A Protective Rabies Titre is a requirement for this position.**

Employee Type: Regular
Position Number: 10620014
Classification: P&M FT- Band 04
Professional/Managerial Salary Bands

Posting Date: 04/25/2025
Closing Date: 05/05/2025