Patient Services Manager

Are you highly organized, detail-oriented and able to work accurately 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, the Manager position is responsible for the implementation of the strategic and operational directions associated with the management of Ontario Health atHome Programs.

What will you do?

• Select, orient, educate, and provide overall supervision and mentorship of assigned Ontario Health atHome employees including team assistants and care coordinators utilizing performance management, coaching, and exercising progressive disciplinary measures when necessary
• Ensure staff access and utilization of all available resources to maximize efficiency in the provision of service to patients including information and referral, assessment and linkage/access to community services and options
• Act as a resource to staff and assist in problem solving, ethical dilemmas and dealing with complaints/concerns to facilitate the best possible resolution
• Assist staff in change initiatives such as automation, reform measure implementations, and service provider transitions, etc.
• Work with colleagues to review and assign appropriate workload and adjust staffing to ensure efficient Ontario Health atHome operations
• Identify key elements for the success of staff in their job responsibilities and provide education and support in the development of identified core competencies
• Promote care coordinator effectiveness by participating in care conferences and other patient focused supports (e.g. LTCH processes, hospital complex discharge rounds, ALC rounds, etc.) supporting all activities related to patient access and flow in collaboration with hospital and community partners.
• Foster ongoing development and education of staff, including identifying individual staff learning needs and recommending educational learning paths
• Take a proactive approach to promoting positive morale
• Escalate appropriate organization or individual issues when required
• Implement reform initiatives and support staff while endorsing a flexible approach within the fast-paced work environment
• Be an effective and active participant in business process analysis and change management initiatives
• Promote constructive and collaborative working relationships through professionalism and positive promotion of Ontario Health atHome internally and externally
• Maintain current knowledge of all relevant legislation
• Regularly review management reports for a variety of purposes including assisting in data integrity adherence, resource allocation strategies, case costing analysis, supply and equipment usage, service utilization trending and analysis, and market allocation compliance
• Interpret and explain Ontario Health atHome services and community supports to patients, family members, physicians, and the public
• Contribute to the development and utilization of performance measurement and monitoring systems for areas of responsibility and for the organization
• Interpretation and application of the ONA and CUPE collective agreement
• Health and Safety responsibilities as set out in Occupational Health and Safety Framework Policy
• On-call duties related to area of responsibility
• Other duties as assigned

What must you have?

• Undergraduate degree in a related, health-care discipline, preferably at the master's level, with current Registration in an appropriate Professional College or discipline.
• Three (3) years of progressively responsible experience in an Ontario Health atHome/Home Care Program, community setting or other related Health Care field, preferred.
• A minimum of two (2) years of leadership experience and evidence of ongoing, professional management skill development, a definite asset.
• Possess strong critical thinking skills with a positive solution focus
• Demonstrated expert knowledge of Community Health, Social Service agencies and volunteer organizations.
• Demonstrated management skills to provide leadership to a multi-disciplinary team, ensuring compliance with all regulations, legislation, safety programs, and policies and procedures.
• Excellent listening skills and an adaptive style of managing.
• Excellent written and oral communication skills
• Must have demonstrated competency in the use of computer software systems particularly the use of Microsoft Office suite and digital health care systems.
• Respectful of individual strengths and differences.
• Experience with using data and financial reports.
• Demonstrated conflict resolution skills.
• Proactive and innovative approach to problem-solving.
• Demonstrated interpersonal skills.
• Demonstrated organizational, planning and developmental skills.
• Demonstrated experience with quality frameworks, project and change management.
• Ability to negotiate sensitive, complex issues involving the client, service provider and staff while exercising diplomacy, confidentiality and good judgement.
• Demonstrated values that align with the organization's culture?

What would give you the edge?

• Experience managing a team in a hybrid work model environment.
• Experience working with diverse, multicultural patient groups in community settings.
• Experience managing in a unionized healthcare and community care environment is an asset.
• Experience in managing projects and with change management principles.
• Preference will be given to candidates who are proficient in both official languages.

As a condition of employment, all employees are required to submit proof of COVID-19 vaccination status prior to start date.

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
• Hybrid work environment
• Salary: $108,339 to $129,362 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-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.