Program Manager

Access Healthcare Services (AHS) is a leading home and community healthcare provider serving the Ottawa and Champlain region. AHS provides nursing, personal and home support services on behalf of Ontario Health at Home, insurance providers, community partners and private individuals. AHS holds exemplary status with Accreditation Canada and offers a range of nursing and support services including specialty and ambulatory care clinics, in home nursing and personal support, corporate wellness services and facility staffing relief.

Job Description

The Program Manager, Personal Support Services (RN or RPN) will oversee the delivery of client care for our personal and home support program in the Champlain region, managing client, employee, and operational metrics to ensure team performance and high-quality care. You will apply strong clinical, customer service, and technical skills to support comprehensive client assessments and care management that reflect client-centered plans, while implementing quality assurance processes to maintain compliance with standards and regulations. The role works closely with the Quality & Risk Manager by proactively identifying and mitigating risks related to client safety, staff performance, and operations through incident reporting, root cause analysis, and corrective actions, ensuring adherence to health and safety protocols and continuous improvement in service delivery. This is a regional position based in Ottawa with travel to Pembroke as required.

What We Offer:

Health & Dental Benefits

RRSPs

Company cell phone and laptop

Bonuses

Competitive compensation package

Flexible schedule

Salary range $80,000-$90,000

Key Responsibilities:Clinical Excellence:

Ensures the highest level of personal support care for all clients.

In collaboration with the Manager, Clinical Practice and Care Managers, supports clinical education of Personal and Home Support Workers in accordance with best practice standards and CNO Standards of Practice.

Oversees client care delivery and care management ensuring a focus on quality, client centred care.

Ensures all program deliverables comply with established guidelines and consistently meets quality and accreditation standards

Operational Oversight:

In collaboration with the Care Coordination Manager and manages operational metrics to ensure team performance and the delivery of high-quality care.

Generates reports and undertakes data analysis based on required program and operational metrics; develops action plans to address areas of deficit.

Oversees the program at the regional level and supports the Care Coordination Manager and Care Managers to ensure consistent and exceptional client care delivery.

Policy Development and Adherence:

Supports development, reviews, and ensures adherence to all policies and procedures regarding clinical, quality and operational practices.

Ensures personal and home support workers, care managers and the client service coordination teams are practicing in accordance with contractual obligations and organizational policies and procedures.

Customer Service:

Demonstrates clinical expertise within the scope of personal and home support workers, outstanding customer service, and strong technical proficiency.

When escalation required, engages with clients and their families to ensure customer satisfaction and timely follow up of concerns or issues including effective and efficient incident reporting and management.

Supports and/or actively engages in care conferences (when required) to resolve escalated concerns involving clients, families, or employees.

Human Resources:

In collaboration with the Care Coordination Manager and Care Managers supports and participates in recruitment, orientation/onboarding, training, mentoring and coaching.

Monitors the performance of assigned reports and addresses concerns as per established organizational policies and procedures.

Leads and supports staff performance management processes to foster accountability and professional growth.

Provides in-office and field support to the personal and home support programs as required.

Required Skills:

Professionalism and Accountability

Adaptability/Flexibility

Analytical, critical, strategic thinking

Interpersonal Communication

Effective conflict resolution and complaints management

Ethics and Integrity

Leadership

Risk Management

Technical Proficiency

Qualifications:

Registered Nurse (RN) or Registered Practical Nurse (RPN) in good standing with the College of Nurses of Ontario (CNO)

A University or College diploma in nursing from a recognized Canadian institution

A minimum of 5 years' experience in a community home health setting essential

A Minimum of 2 years' experience in a leadership or management role is required

Proven track record in progressive leadership responsibility

Experience in managing operational metrics and team performance.

Highly developed written and verbal communication skills.

Excellent customer service skills and the ability to manage conflict resolution and client relationships effectively.

To apply for the position, please send a cover letter and your resume outlining your experience and suitability for the role. Should you have any questions please contact our Talent Acquisition Specialist at -

As an equal opportunity employer, AHS is committed to diversity, inclusion and accessibility. AHS welcomes and encourages applications from all people. Accommodation is available on request for candidates taking part in all aspects of the selection process.

We would like to thank everyone for their interest in this position however, only qualified applicants will be contacted for an interview.