Manager, Client Experience

VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they do. Our providers tell us: “Home care is where I can truly make a difference. There is such a sense of accomplishment from helping people live independently at home.” Our teams work together to provide high quality, client-centred care to those who need it most in their homes, schools, retirement homes and other community settings. Many of our team members manage their own schedules in the community and they say, “The freedom and flexibility can’t be beat.” Providers form meaningful bonds with the clients and families they serve over time and are supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at home.”

View more comments from our clients and their family members.

**Pay Range**

Commensurate with Experience

The Manager, Client Experience (Manager) plays a key leadership role in enhancing the overall quality of client, family and caregiver experiences, as aligned with VHA’s purpose, first principles and strategic priorities.
Reporting to the Director, Quality & Client Experience, the incumbent in collaboration with the Director, will develop and oversee a comprehensive client experience portfolio. This includes the identification, design, implementation and evaluation strategies that prioritize patient and family-centered care. Central to the role is partnering with and incorporating client and family feedback to ensure their voices are integral to driving satisfaction and engagement while upholding the highest standards of care.

**Key Areas of Accountability**:

- Create, progress and implement policies, programs and projects/initiatives that focus on client and caregiver needs, preferences and feedback and that are also aligned with emerging/best practice and quality standards.
- Develop and implement performance measures and monitoring to evaluated progress and outcomes.
- Play a pivotal role in fostering an environment where every client and caregiver feels valued, respected, and empowered, reinforcing our VHA’s reputation as a leader in compassionate and inclusive care.
- Ensure Accreditation and RNAO PFCC-related best practice guidelines and standards are met.
- Lead, in partnership with Director, for creating and advancing VHA’s multi-modal client feedback methods (e.g. phone, mail, electronic, etc.) to capture broad, representative inputs.

**Required Qualifications**
- Master’s Degree in Healthcare Administration, Business Administration or related field.
- Member of a Regulated Health Care Profession is preferred.
- Demonstrated knowledge and experience in designing and implementing person and family-centered care, engagement and experience focused strategies in a similar-sized and complex organization.
- Patient experience certification or equivalent is an asset.
- At least 5-7 years of progressive leadership experience in healthcare or related fields, with a demonstrated record of accomplishment of improving client and family experience.
- In-depth knowledge of client-centered care principles, quality improvement methodologies, data analysis and evaluation.
- Project management and change management experience, certifications are an asset.
- Strong understanding of the unique homecare healthsector, factors influencing experience and the ability to deliver respectful, inclusive services, fostering a culture of diversity, equity and inclusion.
- Excellent communication, presentation, and interpersonal skills with the ability to collaborate effectively with diverse stakeholders, including clients and families.
- Proficient in data analysis, reporting and utilizing technology to enhance client experience/engagement initiatives.
- Strong visionary leadership quality including the ability to motivate, inspire and mentor team members.

**What makes VHA’s compensation unique?**
- Benefits and pension plan for permanent eligible employees
- Compensation for education and professional development
- VHA is a leading learning organization so we can provide you with comprehensive orientation and training at the start and throughout your career
- Mentorship and peer support
- Career development opportunities
- Employee and family assistance program
- Wellness resources
- Perks & discounts
- Staff & service provider events

**Accommodation and VHA’s commitment to DEI**

At VHA Home HealthCare (VHA), we passionately strive to uphold our commitments to being an Equal Opportunity Employer. We champion inclusion and diversity in all parts of our organization and are strong believers that a diverse workforce is key to the ongoing and future success of VHA. We aim to review all applicants with fair and unbiased recruitment practices where opportunities are presented based on merits, skills, and experience. VHA is committed to providin