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Full-Time Patient Services Manager, Wound Care Expert

Closing Date:
Open until position filled
Job Summary:


JOB TITLE:  Full-Time Patient Services Manager, Wound Care Expert

LOCATIONTravel is required between the three sites of Erie St. Clair Community Care Access Centre

SUPERVISOR:  Director, Patient Services

The Erie St. Clair Community Care Access Centre (ESC CCAC) assists individuals to access community health care services and information.  The ESC CCAC works with eligible patient's and arranges for professional services, with Contracted Service Providers, such as nursing, physiotherapy, occupational therapy, speech and language services, social work, nutritional counseling, personal support, and medical supplies, to help patient's reach the best possible level of health and independence while remaining in their home.


Reporting to the Director, Patient Services, the Patient Services Manager is responsible for the quality of patient services carried out through the supervision of care coordinators and patient services assistants, planning and implementation of organizational initiatives, supporting quality improvement measures and promoting a focus on patient centered care. This position is responsible for providing clinical expertise, consultation and project management around implementing wound care frameworks and best practices across the ESC CCAC. Other areas of responsibility include staff development and mentorship, program development and leadership, and ensuring effective and consistent application of policies and procedures in all of the three site locations.  The Patient Services Manager will represent the ESC CCAC at various meetings and events; will foster and develop relationships to promote the ESC CCAC within these communities, nurture intra-agency relationships and integration activities to promote an environment of collaboration, innovation, and the advancement of patient services and organizational endeavors.


  • Select, orient, educate, and provide overall supervision and mentorship of assigned care coordinators and patient services assistants including performance management, coaching, and exercising disciplinary measures when necessary

  • Lead the application and implementation of wound care standards according to best practices guidelines via Health Quality Ontario (HQO) and other sources for the ESC region

  • Assess environmental readiness and barriers and facilitate discussions with key groups affected by and involved in the wound care program

  • Gather and consolidate information on wound care patients, best practices, supply issues and product selection

  • Communicate and coordinate the implementation of a wound care framework; monitoring trends and evaluating outcomes

  • Improve policies and practices to increase efficiency and effectiveness of wound care

  • Participate in planning for education related to wound care and provide subject matter expertise as required by the organization

  • Liaise with health care partners and providers to standardize access and practice to a regional wound care program

  • Participate in relevant provincial groups as required or applicable

  • Builds and maintains effective collaborative relationships with multiple internal and external system partners in the ESC region to ensure alignment around one wound care program

  • Act as a resource to staff and assist in problem solving, ethical dilemmas and dealing with complaints/concerns to facilitate the best possible resolution

  • Implement reform initiatives and support staff while endorsing a flexible approach within the fast paced work environment.

  • Be an effective and active participant in business process analysis and change management initiatives

  • Maintain current knowledge of relevant legislation

  • Regularly review management reports for a variety of purposes including assisting in resource allocation strategies, case costing analysis, supply and equipment usage, service utilization trending and analysis, and market allocation compliance

  • Interpret and explain CCAC services and community supports to patients, family members, physicians, and the general public

  • Contribute to the development and utilization of performance measurement and monitoring systems for areas of responsibility and for the organization

  • On-call duties related to area of responsibility

  • Travel is required between the three sites of the Erie St. Clair CCAC

  • Other duties as assigned


  • Baccalaureate degree from a recognized university in nursing and current registration with the College of Nurses

  • A minimum of 5 years managerial experience with demonstrated ability in effective leadership and use of interpersonal skills

  • Enterostomal therapist or 5 years wound care nursing experience with advanced wound management education, Nurse Practitioner with wound expertise, or Registered Nurse with Master of Clinical Science - wound healing

  • Knowledge of wound care best practice guidelines, frameworks, tools, relevant systems and implementation strategies

  • In-depth knowledge of challenges, issues and procedures on how patients obtain wound care treatment services

  • Possess strong critical thinking skills with a positive solution focus

  • Experience in a unionized healthcare and community care environment is an asset

  • Excellent listening skills and an adaptive style of managing

  • Excellent written and oral communication skills.  Proficiency in French language is an asset

  • Must have demonstrated competency in the use of computer software systems particularly the use of Microsoft Office suite

    Priority consideration will be given to candidates who possess knowledge of Canada's two official languages.

    Qualified individuals are invited to apply in writing by August 7th, 2016, quoting posting number ESC 020/16 to:

    Human Resources

    Erie St. Clair Community Care Access Centre

    5415 Tecumseh Road East, 2nd Floor

    Windsor ON  N9T 1C5

    FAX:  519 258 7354

    We thank all applicants for their interest, but advise that only those selected for an interview will be contacted.



About the CCAC

Community Care Access Centres (CCACs) connect people across Ontario with quality in‐home and community‐based health care. CCACs provide information, access to qualified care providers and community‐based services to help people come home from hospital or live independently at home.