POSITION STATUS: Permanent Full-Time

HOURS OF WORK: Monday to Friday (37.5 hours per week 8:30am – 4:30pm)

REPORTS TO: Christine Kirkpatrick, Director, Patient Services

LOCATION: Initial Assignment to a Windsor-Essex Hospital

TRAVEL: The Patient Services Manager may be required to work virtually and in office based on the needs of the organization. Travel may be required between the Erie St. Clair sites of Ontario Health atHome

SALARY RANGE: Non-Union Band 7 $111,589.51 - $133,243.80

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 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

What will you do?

Patient Service Delivery

• Manages the delivery and access to coordinated, quality community health care
• Responsible for the supervision, leadership and guidance of employees within a multi- disciplinary team
• Implements and maintains services standards and monitors service levels to ensure effective resources allocation
• Identifies critical service delivery issues and refines services for the patient population as needed
• Participates, supports and/or leads in planning, implementing, managing, and evaluating patient service delivery programs
• Acts 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 member
• Manages complex, difficult patient issues and complaints not handled in a routine manner
• Accountable for the day-to-day operational decision making for the portfolio
• Monitors and reviews caseload statistics and indicators for assigned portfolio and team
• Oversees the utilization of purchased patient services for their assigned team in collaboration with their colleagues
• Establishes and maintains effective relationships with service providers in the area to deliver quality patient care
• Maintains awareness and understanding of current and changing community and health care system needs and impacts to improve or provide more efficient service delivery
• Utilizes 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 cases
• Engage staff in discussions of change initiatives
• Ensures that safe, high quality healthcare and/or services are always patient centered, driven by information and organized for safety
• Demonstrates 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 CEO
• Represents Ontario Health atHome on multi-disciplinary committees and community agency/project working groups, when asked.
• Interprets and implements organizational policy, Collective Agreements and applicable legislation
• Manages 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 issues
• Attends joint patient visits for purpose of staff performance evaluation and/or support for escalations

• Identifies staffing requirements and recommends recruitment and selection of candidates ensure effective staff allocation within assigned budget
• Aligns annual work plans for operational work to the broader strategic directions of Ontario Health atHome and the divisional strategy and priorities within Patient Services
• Addresses 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 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

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.

• Minimum 3-5 years progressively responsible experience in health care
• Management experience in a unionized environment with direct experience with change management preferred
• A minimum of 3 years of supervisory/managerial experience preferred
• Experience and working knowledge of care delivery in community and health care environments
• Valid driver’s license in Ontario and access to reliable personal transportation

What would give you the edge?

• Experience and knowledge of service delivery in a health care environment;
• Experience in palliative care; completion of the Hospital Fundamental Program and CAPCE is an asset
• Knowledge of direct care/case management models used in community health care organizations
• Good knowledge of community resources (e.g., services and programs) and roles of health care professionals
• Knowledge of challenges and issues, methods and techniques for contracted services and service providers
• Knowledge of tools, systems and databases used in patient service delivery and management
• Knowledge of Ontario Health atHome business strategies, objectives, priorities and programs, and related Patient Services priorities and plans
• Knowledge of the evolving role of Ontario Health atHome and the issues and priorities within the healthcare sector and how these impact patient service delivery
• Practical knowledge of relevant legislation (e.g., Long-Term Care Act, Connecting Care Act, 2019 )
• Knowledge of Ontario Health atHome administrative practices and procedures
• Strong planning and organizing skills
• Knowledge and experience in the change management process
• Knowledge of budget processes and financial monitoring control
• Demonstrated experience leading and managing a multi-disciplinary team, ensuring compliance with all regulations, safety programs, legislation, policies and procedures
• Ability to use MS Office applications (e.g., Word, Excel, PowerPoint, ). Communication and Interpersonal Skills
• Effective communication skills to maintain a range of contacts with health professionals, service providers, regulatory colleges, educational institutions and other organizations within the community
• Strong collaboration skills to participate on projects and committees with colleagues across Ontario Health atHome or local community agencies
• Ability to deliver information effectively and interpret data clearly in a variety of settings including one-on-one with staff and in team meeting
• Ability to deal constructively with a variety of contentious and difficult situations, discuss sensitive information and influence/persuade others to follow a recommended course of action
• Good coaching and communication skills to provide instructions and guidance to staff with respect to activities, challenges and questions.
• Demonstrated expertise in integration and partnerships with hospital and community sector, and an understanding of transitional issues between health care environments
• Strong conflict resolution skills
• Possesses strong transformational leadership, including emotional intelligence skills and exceptional interpersonal and conflict resolution abilities, all in an effort of leading high performance teams
• Experience working with diverse, multicultural client groups in community settings

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-centred 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.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.