Manager, Patient Services

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.

CARE AND BE CARED FOR - THIS IS YOUR HOME

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 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

Membership and in good standing as a Regulated Health Professional (RHP) with their applicable College. Must maintain their membership as an RHP

Experience

Minimum 3-5 years progressively responsible experience in health care

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

Knowledge and Skills

Experience and knowledge of service delivery in a health care environment

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 etc.)

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 controls

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, etc.).

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 meetings

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

What would give you the edge?

Master’s degree an asset

Management experience in a unionized environment with direct experience with change management preferred

A minimum of 3 years of supervisory/managerial experience preferred

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:

Hybrid work model, subject to change.

The position may involve travel throughout the Central East geographic region. 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: $108,339.33 - $129,362.92 annually

Who we areWe 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.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 CommitmentOntario 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.

Date Posted: May 30, 2025

Closing Date: June 13, 2025

Job Type: Temporary Full-time

Start Date: July 2025

Division/Department: Community

Branch: Lindsay

Group: Management

Gestionnaire de soins de santé