Manager, Patient Services

Manager

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.

What will you do?

• 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
• On-call duties related to area of responsibility
• Other duties as assigned

What must you have?

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
• Possess strong critical thinking skills with a positive solution focus

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.
• Preference will be given to candidates who are proficient in both official languages.

Hours of work

Monday to Friday 8:30am to 4:30pm (37.5 hours per week)

Position location and travel

• The current position has on-site requirements at hospitals and offices throughout the Waterloo Wellington area.
• The position may involve travel throughout the Waterloo Wellington geographic region. A valid Ontario driver's license and access to a reliable vehicle are required