Support Services Quality and Contract Specialist

**Company Description**
One of Canada's Best Diversity Employers and Greater Toronto's Top Employers for many consecutive years, William Osler Health System (Osler) provides a safe and supportive health care network to grow your career. Osler is nationally recognized for its commitment to patient safety and is Accredited with Exemplary Standing, the highest rating a Canadian hospital can receive. As a major Ontario hospital system, and home to some of the biggest specialty and emergency departments in the country, Osler serves the 1.3 million residents of Brampton, Etobicoke and surrounding communities. We are proud to offer you incredible exposure to best-in-class health care delivery and challenging hands-on opportunities to stay at the top of your game.

A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills development, cross-department training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of patient-inspired health care without boundaries.

At Osler, we invest in careers that go beyond where health care professionals like you can achieve their goals and find deep personal and professional fulfillment. Join our team today

Reporting to the Director, Support Services, the Support Services Quality and Contract Specialist will provide onsite expertise and leadership from a contract management perspective across Osler. This position will oversee key performance indicators (KPI’s) in housekeeping, portering, linen and waste services across all four Osler sites. Additionally, the specialist will also support KPI’s relating to corporate quality targets throughout all services listed above.

Accountabilities:

- Ability to utilize strong interpersonal skills to oversee and manage multiple divergent stakeholder interests (internal/external) and to achieve collaborative solutions and deliver results
- Develop and implement policies and procedures based on industry best practices
- Integrate and drive departmental KPI’s to meet clinical requirements
- Daily review of performance results/trends to identify timely corrective actions to address and improve service quality
- Conduct frequent performance meetings with all third-party contractors to address contractual performance, KPI’s, service quality, and customer feedback
- Measure patient and clinical user
- satisfaction, while recommending and implementing corrective actions that are aligned with both departmental and organizational goals
- Perform workforce assessments to identify workflow inefficiencies and make recommendations for resource optimization
- Drive financial efficiencies and effective resource control to maximize value while minimizing costs
- Participate in interdisciplinary facility rounds to ensure adherence to best practice environmental and infection control standards across all sites
- Provide oversight to the part-time Quality Management Associate responsible to perform routine quality audits in housekeeping, portering, linen, and waste service across all sites
- Support the Quality Management Associate with developing LEAN recommendations and quality improvement plans to drive service quality and service consistency across all sites
- Manage various electronic databases used for resource control and auditing methodologies, ensuring they are supporting optimal operational and resource management
- Participate in quarterly meetings to review and advance infection prevention and control strategies within Support Services
- Member of Osler’s Accreditation committee to embed continuous accreditation standards while supporting ongoing service improvement and service quality

**Qualifications**
- Certification in Environmental Services Leadership Program (CHHA) required
- Minimum five years of progressive experience in an acute care health care setting leading inter-professional teams including Support Services team
- Housekeeping cleanliness auditing certifications are an asset
- LEAN Six Sigma certifications are an asset
- Quality management and quality improvement skills in line with PIDAC and CSA standards
- Organizational development skills are an asset
- Excellence with computers, Microsoft Office and electronic database management
- Must be able to demonstrate Osler’s organizational values of respect, excellence, service, compassion, innovation and collaboration

**Additional Information**

LI-GG1 #FT

While we thank all applicants, only those selected for an interview will be contacted. Any information obtained during the course of recruitment will be used for employment recruitment purposes only, and not for any other purpose.