Manager, Patient Services – Palliative Care
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, Patient Services position is responsible for ensuring that team resources, including human, financial, and other infrastructure supports, are leveraged to enable exceptional quality care and outcomes for patients through collaborative relationships and processes with patients, family members, contracted service providers, other health system partners, and employees.
What will you do?
Patient Care Delivery
- Regularly monitors, analyzes and acts upon the full range of patient-related performance indicators
- Provides final response, recommendations, and resolution for events in collaboration with service provider organizations, contract management & partnerships team and quality & risk team
- Review, investigate, and close all Adverse and High ETMS events
- Resolves complex and challenging patient issues and complaints when escalated and escalates appropriately (callbacks or care conference attendance)
- Attends joint home visits for staff performance evaluation and/or support for escalations
- Review requests for home visits to be rostered to ensure clinically indicated as a risk/priority
- Attends escalated meetings with internal stakeholders (Quality, Finance, etc.)
Project Work – Organizational and System Level
- Takes a leadership role and/or participates in operational and system-level projects/initiatives that support improvements in patient experience and outcomes
- Assists in identifying the need for, and contributes to, environmental assessments that identify evolving patient needs and related new program development/ program enhancement opportunities
- Contributes operational knowledge to business process mapping, both locally and provincially, to enable the most effective care delivery paths for patients and caregivers
- Establishes and continuously evaluates workflow processes based on current and future needs
Leadership
- Participates in the development and successful implementation of the department’s annual priorities
- Reviews, assesses, and/or recommends policy, procedures, and/or programs
- Familiar with the articles of the Collective Agreement and applies to situations
- Leads medium to large scale projects
- Leads organizational project work as required and presents information at large group forums
- Supports operational teams with change management when implementation of new processes occurs
- Builds/sustains partnerships with external stakeholders
- Advocates and supports staffing educational/coaching needs as required
- Leads meetings/working groups/forums as required- provides representation at external tables as needed
Relationship Management
- Showcases Ontario Health atHome’s healthcare leadership at conferences and meetings
- Proactively engages, communicates and collaborates with external stakeholders to build strong productive relationships for the advancement of patient care
- Strong relationship management skills, including engaging, communicating with and collaborating with internal stakeholders
- Employs consensus building skills to ensure the most beneficial outcomes to the department
- Develops and maintains collaborative relationships at all levels of the organization to ensure the most effective care is provided
- Models and coaches to sensitivity and political acuity in all interactions
Management of Human Resources
- Provides orientation, on-the-job advice/guidance, direction, and feedback
- Manages the performance of direct reports through effective leadership
- Oversees staff orientation, learning and development plans
- During the probationary period, engages with new hire and Peer mentor to identify performance concerns and bring to the attention of the Manager
- Complete probationary review
- Conducts regular 1:1s and annual performance appraisals that support staff in establishing and attaining performance goals
- Identifies performance issues and addresses; if issue does not improve, consults with Director and HR
- Organizes, coordinates and reviews the work within the team
- Leads investigations
- Develops formal performance plans and delivers formal performance letters
- Terminates employees if necessary
- Adheres to the LSS recommended touchpoints in the first 3 months with new hires/completes SOAR
- Has regular 1:1 with staff and/or smaller staff groups (i.e. by population or neighbourhood) at least quarterly and in person.
What must you have?
- University degree in Social Sciences, Nursing, Health Administration; a Master’s degree is an asset
- Preference will be given to regulated health professionals (RN, RSW, OT, PT, SLP)
- Five (5) to seven (7) years related experience, preferably in a unionized healthcare environment; with minimum two (2) years management experience (or an equivalent combination of education and experience);
- Experience and working knowledge of care delivery in community and health care environments
- Palliative experience preferred.
- Working knowledge of direct care/care coordination models used in community health care organizations, community resources (e.g., services and programs), and roles of health care professionals
- Knowledge of challenges and issues, methods and practices for outsourced/ contracted services and service providers
- Knowledge of tools, systems and databases used in patient care delivery and management, utilization development of outcomes
- Excellent organizational, negotiating, and problem-solving skills
- Excellent planning and time management skills are required to manage multiple priorities and deadlines
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.
All employees are required to submit proof of COVID-19 vaccination status prior to their start date as a condition of employment.
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
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 recruitment are available upon request.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
