Director, Patient Services

Job Description Date Posted: December 17, 2025 Closing Date: December 31, 2025 Job Type: Full-time Start Date: January 2026 Division/Department: Community Branch: Whitby Group: Management Are you a highly organized, health-care professional and strategic leader with a passion for patient centred-care? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You’re looking in the right place. CARE AND BE CARED FOR - THIS IS YOUR HOME Reporting to the Vice President, Patient Services, the Director, Patient Services is accountable for the delivery and implementation of all Patient Services programs within an assigned portfolio and area of Ontario Health atHome. The Director, Patient Services also has functional responsibility for assigned program development and evaluation. This role calls for a Regulated Health Professional knowledge base combining clinical expertise in patient care practices with the ability to build and manage productive relationships, plan, implement and manage budgets, and lead and coach a skilled team to meet program and business goals. A strong focus of the role is on maintaining quality and clinical standards, driving continuous improvement and ensuring that Ontario Health atHome staff provide effective, efficient and high quality service to patients and families. The position develops and evolves strategic partnerships and programming with providers and partners across sectors and services, working with internal and external partners to provide patient-focused, quality and safe services and effective integration along the care continuum. What will you do? Responsible for leadership and oversight of programs and services within an assigned portfolio and area of Ontario Health atHome Directs a team of Managers, supporting the implementation and integration of provincial policies, processes and practices into patient care procedures to support excellence in care delivery Monitors and directs day-to-day operations and delivery of programs within assigned portfolio to ensure policies and procedures are adhered to, organizational goals and objectives are met, and services are being delivered effectively; taking corrective action as necessary Manages a team of Managers and ensures that service allocations and staffing levels are within assigned budget limits. Accountable for ensuring ongoing mentorship and performance management of direct Manager reports to ensure achievement of performance goals Develops and implements a plan of action to manage portfolio and area budget variances Resolves serious Patient Service issues that arise in the geographic area and program beyond the scope of the Managers Reviews program delivery issues and makes recommendations to the Vice President, Patient Services, develops an implementation plan, adopts new policies, procedures and tools to improve service delivery and evaluates program effectiveness Directs and maintains clinical standards, educates staff and ensures adherence to clinical best practice by Ontario Health atHome staff and service providers Develops portfolio and area processes to monitor quality, and identify and manage risks to patient care Ensures that health care staff respect and respond to patient choices, needs and values Implements changes to existing programs in the assigned functional portfolio and area Leads/directs patient services training in the transition to new initiatives, technologies, policies, procedures and processes Supports complex projects involving partners from across the healthcare sector (both internal and external) and ensures that the appropriate research tools and methodologies are in place Advises senior leadership of concerns by identifying the impact of proposed changes at the assigned portfolio and area level, and by identifying issues which may be raised to the Ontario Health atHome senior leadership level Participates on Ontario Health atHome initiatives representing the organization and providing subject matter expertise Analyzes and provides advice to the Vice President, Patient Services regarding Patient service issues and their impact on other service areas within the assigned portfolio and area Identifies budget requirements and allocates approved funds in accordance with Ontario Health atHome priorities and local patient needs Develops, implements, monitors and evaluates area operational plans, goals and achievements Reviews statistical data and other reports to ensure consistency in service levels and initiates plans to resolve issues Monitors service changes, patient satisfaction and caseload size to ensure that programs respond to community needs Monitors and follows up on Risk Event Management reports related to assigned portfolio Identifies service requirements for inclusion in Request for Proposal (RFP) documents and participates in the evaluation of RFPs if requested Establishes learning objectives for reporting Managers. Prepares, implements, monitors and evaluates a plan to ensure current and appropriate training and education for all staff related to the Patient Services function. Builds and fosters relationships with area service providers and other partners including hospitals and home support agencies regarding the provision of patient care and risk issues which arise Represents Ontario Health atHome on a variety of community and/or professional committees and work teams to develop initiatives to provide integrated and quality patient care. Leads and/or participates on internal Ontario Health atHome projects and committees to develop and implement strategies to improve patient care. Embodies Ontario Health atHome mission, vision and values and apply quadruple aim (enhancing patient experience, enhancing provider/staff experience, improving value and improving populations health) to support continuous quality improvement in daily work Exemplifies, embraces and intentionally promotes an inclusive work environment where all are meant to feel they belong Continually demonstrates a commitment to create a positive culture of equity, inclusion, diversity and anti-racism Other duties as assigned What must you have? Educational Qualifications University degree in a healthcare discipline; Master’s degree an asset Membership and in good standing as a Regulated Health Professional (RHP) with their applicable College. Must maintain their membership as an RHP. Experience A minimum of 5-7 years of experience in a health care environment including 3-5 years’ experience in progressive leadership positions Significant experience in managing patient service programs, using proven principles and theories of direct care/service delivery models in a community setting Knowledge & Skills Demonstrates strategic and operational planning abilities and aptitude including excellent knowledge and understanding of Ontario Health atHome current programs, the healthcare system, including the Ministry of Health (MOH), Ontario Health, Ministry of Long Term Care (MLTC), Ministry of Children, Community and Social Services (MCCSS) and other community agencies and partners Demonstrates excellent leadership, facilitation, negotiation and problem solving skills to manage multi-sector patient services programs or initiatives to successfully meet identified goals and objectives. Demonstrates commitment to continuous improvement and change management principles and application including the ability to facilitate innovation and creativity Demonstrates the ability to identify issues, solve problems and design and implement effective processes across multiple systems and multiple stakeholders Demonstrates solid leadership skills including the ability to facilitate teamwork, align with organizational values, set priorities and promote creativity and innovation Knowledge and demonstrated understanding of Case Management and the Case Management Process Understanding of transitional issues between health care environments Understanding of the Ministry mandated services through Ontario Health atHome Knowledge and understanding of Ontario Health atHome including their direction and initiatives Knowledge of contracts and the contract management process with service providers Solid understanding of the evolving role of Ontario Health atHome within the healthcare sector Knowledge of community resources and roles of health care professionals Excellent communications skills Excellent conflict resolution skills What would give you the edge? French language is an asset Hours of Work Monday to Friday 8:30am to 4:30pm (37.5 hours per week) Position Location and Travel A valid Ontario driver's license and access to a reliable vehicle are required. 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 plan Salary: $139,978.41- $167,141.12 annually Who are we? We are Ontario Health atHome, ready to serve every person in Ontario. We partner with patients and caregivers, primary care providers, hospital, long-term care and retirement homes, service providers and Ontario Health Teams, to deliver responsive, accessible, integrated, patient-centred care. 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. We thank all applicants for their interest; however, only those selected for an interview will be contacted. #J-18808-Ljbffr