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Full-Time Patient Services Manager – Hospital

Closing Date:
Open until position filled
Job Summary:


JOB TITLE:  Full-Time Patient Services Manager – Hospital

LOCATION:  Chatham/Sarnia - Travel 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, planning and implementation of organizational initiatives, supporting quality improvement measures and promoting a focus on patient centered care.  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 including performance management, coaching, and exercising disciplinary measures when necessary.
  • Ensure staff access and utilization of all available resources to maximize efficiency in the provision of service to patients including information and referral, assessment and linkage/access to community services and residential options
  • Act as a resource to staff and assist care coordinators in problem solving, ethical dilemmas and dealing with complaints/concerns to facilitate the best possible resolution.
  • Assist staff in change initiatives such as automation, reform measure implementations, and service provider transitions, etc.
  • Work with colleagues to review and assign appropriate workload and adjust staffing to ensure efficient patient service operations.
  • Identify key elements for the success of the care coordinators in their job responsibilities and provide education and support in the development of identified core competencies.
  • Promote case manager effectiveness by conducting caseload audits and participating in case conferences and home visits as required.
  • Foster ongoing development and education of staff, including identifying individual staff learning needs and recommending educational learning paths.
  • Take a proactive approach to promoting positive morale.
  • 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
  • Promote constructive and collaborative working relationships through professionalism and positive promotion of the CCAC internally and externally.
  • 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.
  • Carry out work in a spirit of collaboration and harmony with other members of the staff and management group, respecting the unique role of each position and creating opportunities for effective interface between functional entities.
  • Interpretation and application of the ONA collective agreement.
  • Health and Safety responsibilities as set out in Occupational Health and Safety Framework Policy.
  • 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.


  • Graduate of an accredited university with a degree in nursing, health care, business, or other related field.
  • A minimum of 5 years managerial experience with demonstrated ability in effective leadership and use of interpersonal skills. 
  • Possess strong critical thinking skills with a positive solution focus.
  • Experience in a unionized healthcare and community care environment is an asset.
  • Current certification as a regulated health professional in Ontario is an asset.
  • Training and/or certification in Lean Six Sigma and project management would be considered beneficial.
  • 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 October 27, 2016, quoting posting number ESC 027/16 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.