Home and Community Care Support Services Looking for Operations Leader, Patient Services – Hospitals at Mississauga, Ontario, Canada Full Time

Date Posted October 18, 2023

Date Closed Until Filled

Start Date as soon as possible

Reports to Director, Patient Services

Category Temporary Full-Time until October 25, 2024

Team Trillium Health Partners and Halton Hills – Hospital Teams

Primary assigned location Mississauga Office – 2655 North Sheridan Way

If so, take a look at this rewarding career opportunity working alongside a supportive and collaborative team of over 8,000 regulated healthcare and other professionals. We are amid a momentous time for healthcare in Ontario as we move to a more connected healthcare system through the Ontario Health Teams model of care.

What do we offer?

We know wellness is supported by work-life balance. In an inclusive culture committed to supporting 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

Position Summary

Reporting to the Director, Patient Services, the Operations Leader, Patient Services – Hospital Teams is responsible for organizing, coordinating, leading and supervising day-to-day operations of dedicated sites/teams within the Patient Services portfolio. The Operations Leader is expected to provide leadership by example, and aim to improve the performance of the team by matching skills and resources to ensure the right work is in the right hands. This position will assist in facilitating a service environment that promotes quality care to patients and caregivers in the communities resulting in positive patient outcomes and a satisfying work environment.

What will you do?

Operational Leadership

• Maintain a regular presence in the team to provide coaching and mentorship for staff, oversee referral volume, flow and timing of assessments, address any patient concerns and ensure that all documents are being completed correctly.
• Working with the Patient Services teams within the Mississauga Halton region this role requires face-to-face interaction with staff to coordinate staff and business processes on a day-to-day operationsl basis for a defined team
• Participates and assists the Manager with attendance management
• Identifies staffing requirements in collaboration with the Patient Services Manager, to ensure adequate staffing levels
• Makes changes to the daily schedule as required, to address patient volumes and absenteeism
• Reports to the Manager, Patient Services issues related to performance to ensure staff meet quality standards, individual job performance expectations; and on-going staff development requirements
• When staff issues arise, assists Manager in collecting information on the presenting issues, and contributes to the outcomes and plan, where required.
• Performs scheduled audits to determine quality of assessment and care planning, including appropriate documentation using established audit tools and ensuring quality assurance.
• Under Manager’s direction, participates in the development of performance review documentation, participates in and/or conducts staff performance reviews
• Participate in interviews for Team Assistant and Care Coordinator positions.
• In collaboration with the Manager, interprets and implements organizational policy, collective agreement and any legislation applicable to patient care
• Identifies gaps in information necessary for the effective management of the team and evaluates the need to other departments for metrics development and implementation in collaboration with the Manager, Patient Services
• Authorizes staff time sheets, Requests for Leave/Time Request Forms, and/or expense claims
• Participates in implementing operational initiatives to meet identified performance indicators
• Supports other frontline roles, including Clinical Practice Lead, to create opportunities for professional development and growth

Patient Care Delivery

• Works with the Manager, Patient Services and team to support the provision of care.
• In collaboration with the Manager, identify gaps in service delivery and communicate the challenges and potential solutions to the leadership team at appropriate forums.
• Monitors the ongoing effectiveness, efficiency, and quality of service through tools such as report analysis, patient surveys/feedback, chart audits, documentation reviews, and performance evaluations; consults with the Manager, Patient Services regarding areas of concern
• Works with the Manager and team to effectively manage and resolve patient and community/stakeholder complaints
• Assists the Manager with reviewing, investigating, and closing of ETMS events of low and medium risk.
• Monitors and supports new hires to ensure competency levels are being met
• Consult with the Manager, Patient Services in situations of actual or potential high risk to the patient and/or the organization, and for decisions regarding policy interpretation
• Works with system partners, including Service Providers, Hospitals, Community Service Sector, Primary Care, and others, to develop system solutions that benefit patient and caregiver outcomes and experience
• Uses professional judgment, problem-solving, and mentoring skills to support and assist staff to analyze and respond appropriately to complex patient care situations
• Works with team members on integrated transitions from hospital to home to home by providing guidance on issues related to barriers to discharge, challenging patient situations, and approving resources.

Leadership

• Participates in the development and successful implementation of the department’s annual priorities in alignment with the organizational priorities
• Implements and monitors tools and processes that enable the delivery of high-quality and safe care
• In collaboration with the Manager, Patient Services reviews, assesses and/or recommends policies, procedures and/or programs that best meet the needs of the organization to deliver exceptional patient care
• Represents Patient Services in the Client Health Related Information System (CHRIS) internal working group, including supporting the roll-out of new CHRIS functionality and releases, and measuring the impact across defined Home and Community Care teams
• Brings forward insight on departmental issues and challenges to both management and/or Home and Community Care Support Services Mississauga Halton employees
• Provides leadership to designated work groups, programs and/or committees as required

What must you have?

• University degree (or equivalent) in Social Sciences, Nursing, or Health Administration; preference will be given to regulated health professionals (RN, RSW, OT, PT, SLP)
• Four (4) to six (6) years of related experience, preferably in a unionized healthcare environment
• For Access Team only, experience in call centre management, Office Administration an asset
• Experience in or working knowledge of care coordination and/or system navigation an asset
• Experience in analyzing and interpreting data and the ability to translate data using Microsoft Office and other tools into useful information
• Technical working knowledge of scheduling methods and procedures
• Ability to safeguard confidential information in a responsible manner
• Excellent organizational, negotiating, and problem-solving skills
• Excellent planning and time management skills are required to manage multiple priorities and deadlines
• Working knowledge of medical terminology an asset

Home and Community Care Support Services has implemented a mandatory COVID-19 vaccination policy for all employees. As a condition of employment, successful applicants will be required to submit proof of COVID-19 vaccination status before start date.

What would give you the edge?

• Experience in a health care related environment

Who are we?

We are Home and Community Care Support Services, 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.

We empower you to be your best selves, do your best work and deliver the best possible patient experience for the diverse communities we serve.

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.

To apply for this vacancy please submit one document (MS Word or PDF) containing a resume and cover letter to mh.careers@hccontario.ca referencing “Competition Number FY2324-080 – Operations Leader, Patient Services – Hospital Teams” in the email subject line.

All applications will be reviewed; however, only those selected for an interview will be contacted.

Committed to Diversity and Inclusion

In line with our fundamental values of collaboration, respect, integrity and excellence, Home and Community Care Support Services is an inclusive employer which respects 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.