Director, Patient Services

Job Description:
JOB TITLE: Director, Patient Services

LOCATION: Home and Community Care Support Services, Waterloo Wellington

STATUS: Non-Union, Permanent Full-Time

REPORTS TO: Vice-President

GENERAL ACCOUNTABILITY

The Director, Patient Services is responsible for ensuring that efficient and effective services are provided to clients and their families through the provision of case management services and long term care facility placement services in hospitals and in the community. Teams may also include health care professionals providing clinical care in the areas of nursing, and/or occupational therapy. As a Director, Patient Services, the individual is also expected to be a high functioning strategic leader with regard to innovation and transformation, and comfortable leading and contributing to system level change.

This position requires a high level of independence and is expected to provide the leadership to ensure the objectives of Home and Community Care Support Services are met.

NATURE & SCOPE

Establishes process within the portfolio to ensure client services are provided in accordance with relevant policies, legislation, standards and guidelines. Will lead significant change in practices as new legislation is proclaimed.

Provides direction regarding complex client issues and complaints including those identified through the local MPP offices and MOHLTC Action Line which are unresolved by Patient Services Managers.

Leads, develops and manages projects and operational change initiatives to advance organizational goals and directions established by the executive team; contributes to the setting of those goals and directions.

In conjunction with the Vice President Home and Community Care Support Services, establishes service delivery performance standards and quality improvement processes, and ensures implementation within designated area of responsibility

Leads, directs and influences collaborative and effective communication with service providers, at the senior management level, to manage effective delivery of client services in the community

Manages stakeholder relations externally and internally within the portfolio; builds effective partnerships at system level

Represents the organization on a variety of community tables and work teams to develop initiatives in providing integrated and quality client care, particularly but not solely in the context of OHTs

Provides leadership and direction with respect to the implementation of strategic initiatives at the system level and in partnership with other HSPs including, but not limited to, hospitals, Community Support agencies and other community stakeholders

Leads and/or participates on internal projects and committees to develop and implement strategies to improve client care

Provides support to senior management by identifying and evaluating the impact of proposed changes

Provides ongoing leadership and direction to a team of managers and staff in delivering quality client care and promoting accountability, quality improvement and the achievement of goals and objectives

Leads and supports evidence-based quality improvement

Identifies budget requirements in accordance with organizational and sector priorities and client needs within the portfolio

Accountable for budget and resource management with respect to service utilization through establishing effective processes for ongoing monitoring, analysis, recommendations and reporting of variances

Builds high functioning management and front line teams by focusing on empowering optimized performance

Establishes team and functional area vision/strategic priorities, motivates others to achieve and removes barriers to progress

Liaises with other directors in similar roles across the province to contribute to and inform province wide sector level discussion, problem solving and planning

Remains abreast of material political, legislative, policy based, or system level change, and identifies opportunities to be leveraged in the improvement of patient care delivery

Engages as necessary and appropriate with patients and families – to learn, to respond to complaints and to improve and inform the patient experience

Seeks all opportunities to address inequities to access to care and services

Ensures initiatives and areas of focus incorporate diverse points of view, and the development of which are representative of the differing needs of diverse groups of health care users

Other duties as assigned.

QUALIFICATIONS

A Master’s degree in Health Sciences, Health, Public Administration and/or Business Administration

5-7 years’ experience in progressively responsible and related positions in health care with demonstrated experience in a leadership role.

Management experience demonstrating responsibility for a large division in a unionized environment

Direct experience with change management.

Knowledge of legislation governing health care activities in Ontario and the evolving transformation of home and community care services under new legislation.

Interpersonal, analytical, communication and diplomacy skills required.

Strategic thinking skills and application evident

HCCSS Waterloo Wellington strives to create a respectful, accessible and inclusive work environment. Upon individual request, hiring processes will be modified to remove barriers to accommodate those with disabilities. Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources at [email protected] for assistance.

If you are interested in this position, please submit a cover letter, along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, quoting competition #21-A-09 before 4:30pm on Thursday, July 01, 2021 to Human Resources (e-mail: [email protected]). We thank all applicants in advance; however, we will be communicating only with those selected for an interview.

*** PLEASE NOTE*** Cover letters and resumes need to be submitted as a single file, acceptable files are: doc, docx, and pdf. Please include your first name, last name and job title in the file name when applying, example JohnSmith_Recruiter.

HOME AND COMMUNITY CARE SUPPORT SERVICES WATERLOO WELLINGTON IS COMMITTED TO THE PRINCIPLES OF EMPLOYMENT EQUITY