Manager - Patient Services

Job Description

Are you a highly organized, detail-oriented registered health professional and able to work accurately and manage employees in a busy environment with frequent interruptions? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You're looking in the right place.

If so, take a look at this rewarding career opportunity working alongside a supportive and collaborative team of over 9,000 regulated health care and other professionals. ​​​We are amid a momentous time for health care in Ontario as we move to a more connected health care system through the Ontario Health Teams model of care.

Reporting to the Director, Patient Services, this position is responsible for ensuring appropriate assessment of needs and coordination, management and provision of services. The position manages day-to-day operations and oversees a team of Patient Services employees to ensure that effective and efficient services are provided to patients and their families through the provision of case management and long-term care home placement services.

The Patient Service Manager will represent Ontario Health atHome at various meetings and events; will foster and develop relationships to promote Ontario Health atHome within these communities, nurture intra-agency relationships and integration activities to promote an environment of collaboration, innovation and the advancement of Ontario Health atHome organizational endeavors. 

What will you do?

Manage the delivery and access to coordinated, quality community health careResponsible for the supervision, leadership and guidance of employees within a multi-disciplinary teamImplements and maintains services standards and monitors service levels to ensure effective resources allocationIdentifies critical service delivery issues and refines services for the patient population as neededParticipates, supports and/or leads in planning, implementing, managing, and evaluating patient service delivery programsActs as the primary contact for patient/family complaints or MPP concerns, in collaboration with Quality and Risk staff, on issues not resolved by Care Coordinator or team memberManages complex, difficult patient issues and complaints not handled in a routine mannerAccountable for the day-to-day operational decision making for the portfolioMonitors and reviews caseload statistics and indicators for assigned portfolio and teamOversees the utilization of purchased patient services for their assigned team in collaboration with their colleaguesEstablishes and maintains effective relationships with service providers in the area to deliver quality patient careMaintains awareness and understanding of current and changing community and health care system needs and impacts to improve or provide more efficient service deliveryUtilizes data from technology to review performance of direct reports, and as a basis to recommend change that will result in improvements to patient care. Provides advice and guidance to staff in managing difficult or unusual casesEngage staff in discussions of change initiativesEnsures that safe, high-quality healthcare and/or services are always patient centered, driven by information and organized for safetyDemonstrates awareness in acuity of risk and level of decision making that requires an escalation to Director(s) or engagement of the Patient Relations Specialist to reduce the risk of situations escalating to the media, litigation, MPP's, and CEORepresents Ontario Health atHome on multi-disciplinary committees and community agency/project working groups, when asked.Interprets and implements organizational policy, Collective Agreements and applicable legislationManages overall performance of local team; provides direction on projects and priorities; orients and trains staff to equip them with the necessary skills needed to resolve issues and provide quality patient care; guides staff in handling critical issuesAttends joint patient visits for purpose of staff performance evaluation and/or support for escalationsIdentifies staffing requirements and recommends recruitment and selection of candidates ensure effective staff allocation within assigned budgetAligns annual work plans for operational work to the broader strategic directions of Ontario Health atHome and the divisional strategy and priorities within Patient ServicesAddresses equity in access to service, service quality, patient safety and patient privacy and works closely with departmental staff to achieve alignment in business processes and resolution of issues. Embodies Ontario Health atHome mission, vision and values and applies quadruple aim (enhancing patient experience, enhancing provider/staff experience, improving value and improving populations health) to support continuous quality improvement in daily workExemplifies, embraces and intentionally promotes an inclusive work environment where all are meant to feel they belongContinually demonstrates a commitment to create a positive culture of equity, inclusion, diversity and anti-racism 

What must you have?

University degree in a healthcare discipline; Master's degree an assetMembership in good standing as a Regulated Health Professional (RHP) with applicable College. Must maintain membership as an RHP. Minimum 3-5 years of community health experience or in a related fieldMinimum 3-5 years of experience in management and leadership experience including team building and team managementKnowledge of the Ontario Health Care delivery system and community resourcesExcellent interpersonal, communication, assessment, and decision-making skillsValid driver's license in Ontario and access to reliable personal transportationAs a condition of employment, all employees are required to submit proof of COVID-19 vaccination status prior to start date.

 What would give you the edge?

• Experience working with diverse, multicultural patient groups in community settings.
• Experience managing in a unionized healthcare and community care environment
• Experience in managing projects and with change management principles.
• Ability to speak French or another second language

What do we offer?

We know wellness is supported with work-life balance. In an inclusive culture committed to support your passion for continuous learning, growth and innovation, we offer: ​

Attractive comprehensive compensation packages and benefits​Valuable development opportunities​Membership in a world class defined benefit pension planHybrid work environmentSalary: $108,339.33 to $129,362.92 annually

Who are we?

We are Ontario Health atHome, ready to serve every person in Ontario. We partner with patients and caregivers, family physicians, hospitals, long-term care and retirement homes, service providers and Ontario Health Teams, to deliver responsive, accessible, integrated, patient-centered care.

Why join us?

If you're interested in driving excellence in care and service delivery, and seeking an unparalleled opportunity to lead and learn, partner and connect, care and be cared for, this is your home.

Equity, Inclusion, Diversity and Anti-Racism Commitment

Ontario Health atHome is committed to a culture of equity, inclusion, diversity and anti-racism. We are committed to attracting, engaging and developing a workforce that reflects the diverse communities we serve. We welcome and encourage applications from all qualified applicants.

Accommodations for persons with disabilities required during the recruitment process are available upon request.

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