Manager, Patient Care Communications and Planning

BC Emergency Health Services
Vancouver, BC (Hybrid)
Regular, Full-Time, Permanent, Non-Contract
BC Emergency Health Services (BCEHS) is hiring a Manager, Patient Care Communications and Planning - Patient Transfer Network.
Role Summary
In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient safety is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
Reporting to the Director of Patient Care Communications & Planning (PCCP) and working within the Vancouver Dispatch Operations Centre, the Manager, Vancouver Dispatch Operations Centre (VDOC) is accountable for the overall leadership and management of the Vancouver Dispatch Operations Centre for BCEHS.
The manager is responsible for a 24/7 Communication Centre that provides ambulance responses to Pre-Hospital calls. The Manager is responsible for ensuring that the service consistently meets or exceeds established performance metrics and goals. This includes developing an effective well-organized staff, utilizing all available resources to efficiently meet the needs of patients calling VDOC and supporting the internal operations, while maintaining a positive work environment. The position participates in strategic and budget planning and is responsible for operational and resource planning activities.
The Manager also works closely with the Inter-Facility Transfer Manager to support inter-facility ground transfers to meet patient and health care system needs while still maintaining maximum possible efficiency of resources. The Operations Manager resolves escalated case and system issues working closely with team members throughout the organization to ensure problem resolution and customer satisfaction. The position escalates trends and issues to the Director, PCCP.
The Manager liaises closely with the Communications Centre Teams in Kamloops and Victoria, Metro and Rural Operations Managers, Critical Care Managers, BC Patient Transfer Network, and other BCEHS programs and services as well as outside agencies such as other Pre-Hospital and Dispatch agencies, Police agencies, Fire Agencies, and Health Authorities. The position will negotiate with the union at a regional level and work with the media on relevant issues.
The Manager will work with the Manager, Inter-Facility Transfers by jointly sharing the daily staff management duties, including daily workload call balancing, employee absence management, payroll issues and staff performance management.
The role provides administration on-call coverage to VDOC teams. The Manager carries out this role demonstrating the organization's core values of patients first, best value, results matter, improvements through knowledge, and open to possibilities.
What you'll do
Participates in strategic and operational planning activities, budget preparation, initiatives and projects planning, as a key member of the PCCP operational management team.
Manages the day-to-day VDOC operations working closely with management colleagues and supervisors to ensure service consistently meets or exceeds established performance metrics and goals.
Establishes guidelines/procedures, outlining standards, interprets policy directives and provides guidance to staff to ensure implementation, facilitating the resolution of issues in a positive manner.
Prepares various regular reports for review by the Senior PCCP Leadership team regarding performance and workload information.
Ensures that the VDOC Communication Centre is responsive to changes in protocol and practice, identifying staff training and system development needs.
Monitors current practice trends, and identifies opportunities to promote innovation and improvement initiatives.
Provides leadership and guidance to staff promoting an environment of excellence, continuous learning, teamwork, evaluation with regards to quality and metrics. Facilitates resolution to work issues and conflict, and ensures methods are in place to address employee recognition and morale/motivation.
Hires direct reports, selects, mentors, coaches and supports opportunities for learning and development, conducts employee performance reviews.
Manages employee relations issues, compensation/classification issues, and attendance management issues and conducts performance evaluations.
Ensures schedule levels are monitored and adjusted to meet operational requirements,
Ensure robust performance of the VDOC team to support the delivery of operational services and meet organizational targets and objectives.
Ensure the effective and efficient use of ground resources and available air services in the delivery of high quality pre-hospital ambulance services.
Provide Incident Command where required for significant and major incidents and events
Participates and provides leadership to organizational and inter-departmental committees, task