Position Summary

The Patient Services Manager is a Regulated Health Professional who maintains responsibility for all aspects of patient care activities for an assigned patient care service(s). The Patient Services Manager provides clinical & managerial leadership, direction and supports the interdisciplinary team members in the provision of optimum quality care to patients and their families/significant others.

This role promotes and facilitates evidence-based care across the care continuum to ensure a positive outcome for patients under the general direction of the Patient Services Program Director. This will be accomplished through the implementation and use of quality improvement, utilization management, risk management and quality improvement initiatives, Health Quality Ontario standards, staff development and resource management strategies. The Patient Services Manager models and inspires the Quinte Health organizational values and encourages the team to set unit goals that align with these values and strategic directions.

The Patient Services Manager is responsible for Quinte 6 – Medicine Unit and Nursing Transition Pool.

Required

• Valid registration with a Professional Healthcare Regulating Body
• Completed Baccalaureate Degree, commitment to pursuing a Masters degree or actively pursuing
• A minimum of 5 years of recent clinical experience in acute care with experience working in a community based hospital preferred
• A minimum of 3-5 years’ recent management/leadership experience preferred
• Proven leadership/management skills including strong human resources, labor relations, quality management, change management and utilization management skills
• Exceptional analytical and information-seeking skills that contribute to effective decision-making and strategic planning and execution of action plans that deliver results
• Ability to work with a diverse stakeholder group with demonstrated facilitating and coaching clinical areas on change initiatives
• Experience managing competing demands in a fast-paced, multi-site, interprofessional health care environment
• Proven risk management and quality improvement experience
• Ability to respond to a large number of simultaneous/competing demands from patients, families, staff, physicians, and other programs and departments
• Strong computer skills - efficient operation of Microsoft Word Software (Excel, Word, Power Point)
• Evidence of effective communication and conflict resolution skills with the ability to develop positive working relationships with all stakeholders, and partnerships with both internal and external leaders to promote collective problem solving approaches
• Demonstrated understanding and commitment to interprofessional practice standards
• Excellent written, verbal communication and interpersonal skills, with a strong orientation to staff development and staff empowerment
Preferred
• Health Care Management/Leadership certification or equivalent program
• Experience leading through transformational change and quality improvement projects

Duties

Summary of Duties, but not limited to:
• Directs team members in the implementation of Standards of Practice and ensures that appropriate standards are met which leads to positive patient outcomes
• Provides leadership to the patient care team to ensure patient/family focused care within a coordinated integrated model of care delivery, through the development of integrated care maps based on practice guidelines
• Acts as a resource to the team through clinical expertise and knowledge base related to the medical/clinical needs of patients. Incorporating theories and research-based practice to support clinical decision making. Assists in day-to-day problem solving within and across the services
• Works with community partners to ensure the provision of timely care to meet the needs of the patient
Assists the team to manage risks, incidents, family/client complaints and discharge planning
• Assists the team to develop, maintain and assume overall responsibility for continuous quality improvement, utilization management and risk management activities, including implementation of standards and tracking mechanisms
• Provides guidance and direction in the discharge planning process and with the Team Leader of the service, provides support to the team
• As a member of the service team, assists with the organization, planning and implementation activities of the service team
• Develops the master schedule for each area of the service in conjunction with the staff within the service
• Supports and participates in the upgrading, implementation and maintenance of an integrated computerized hospital information system
• Selects, hires, promotes, transfers, disciplines, terminates and manages the labour relations and payroll function for all staff members within the service
• Assists the service team in using the performance appraisal program in order to evaluate and improve the performance of staff members and outcomes for client
• Supports the professional development of staff including the provision of educational programs and participation in continuing education sessions
• Determines the orientation needs of staff and coordinates the orientation program collaboratively with the Professional Practice team
• Provides overall delegation of and support to, student programs assigned to the area and enlists the participation of staff in student preceptorship programs
• Carries out all other patient care related duties as delegated
• Works collaboratively with other Patient Services Managers and provides coverage (performs the duties) for those Managers as required
Financial Accountability
• Determines the appropriate resource requirements to meet the needs of the service through appropriate benchmarking & utilization management
• Participates with the Director to develop corresponding operating and capital budgets
• Monitors resource utilization and financial performance.

Our family of four hospitals play an integral role in improving lives and creating healthier communities. We work together as one team across our hospitals to provide local and regional health care services, and also work in partnership with our communities to improve access to high-quality care, close to home. We are incredibly fulfilled by the work that we do, and proud of our dynamic teams of staff, physicians and volunteers who care deeply about our patients, and each other. We don’t just serve our communities; we are part of them. We live here, raise our families here and, quite often, retire here in the community that we love. Quinte Health is always looking for compassionate, dedicated people to join our team. We have a wide range of exciting roles, some which involve working across more than one of our hospitals, and some which are situated at just one hospital.

Physical Demands Analysis

Strength
• Required Rarely – lifting average 5-10 pounds’ maximum 15 pounds, carrying, pushing/pulling.
Mobility
• Required Often – prolonged sitting; and
• Required Occasionally – standing and walking on hard surfaces, bending/stooping.
Dexterity
• Required Often – prolonged fine finger movements;
• Required Frequently – gripping/grasping, eye/hand coordination; and
• Required Briefly – reaching with both hands.

Equal Opportunity

We thank all interested candidates for their response, however, only those chosen for an interview will be contacted. Quinte Health is an equal opportunity employer committed to meeting needs under the Canadian Charter of Rights and Freedom and the Ontario Human Rights Code. Our Recruitment process follows the Accessibility for Ontarians with Disabilities Act in order to provide a fair and equitable process for all candidates. Applicants requiring accommodation through the recruitment/interview process are encouraged to contact the Human Resources Department at 613-969-7400 x2577 or humanresources@qhc.on.ca for assistance.