We are looking for Client Services Managers who want to make a difference in the community and local hospitals. These positions are responsible for the day-to-day coordination and delivery of patient services and other direct nursing programs at NSM CCAC.
DUTIES AND RESPONSIBILITIES
Patient Service Delivery
- Manages the delivery of coordinated, quality community health care and LTC placement services or direct nursing programs (rapid response nurses, mental health and addictions nurses, telehomecare and nurse practitioners).
- Implements and maintains service standards, monitors and reviews caseload statistics and indicators; monitors service levels to ensure effective resource allocation
- Identifies critical service delivery issues and explores alternate solutions within CCAC policy
- Participates in the development, and manages the implementation and evaluation of new service delivery models
- Ensures patient services are provided in accordance with CCAC policies, relevant legislation, standards, guidelines and policies and procedures
- Manages complex and difficult patient issues and complaints which cannot be handled in a routine manner
- Manages staff issues and complaints
- Participates in the management of processes to monitor quality of service delivery
Relationship Management
- Establishes and maintains collaborative relationships with service provider agencies, hospitals, schools, long term care homes and other community partners to deliver quality patient care
- Participates and represents the CCAC in events, community committees and project teams to promote CCAC objectives, activities, programs and services
- Establishes and maintains relationships with professional organizations and community partners in designated specialty functions to ensure quality of care is current
- Leads and/or participates on internal CCAC projects and committees to develop and implement strategies to improve patient care
- Works effectively with superiors and colleagues to deliver effective and efficient patient service delivery within patient services and collaboratively with other CCAC departments
- Provides information to senior client service management by identifying issues effecting the teams
Leadership
- Manages a team of staff in delivering quality patient care within assigned teams
- Provides advice and guidance to staff in managing difficult cases or patient situations
- Develops, implements, monitors and evaluates functional, service and patient service and team operational plans, goals and objectives
- Meets with staff to identify program needs and develop input to fiscal and operational planning
- Engages staff in discussions of change initiatives and supports team through change
- Models competencies required for interdisciplinary care (cooperation, collaboration, communication, leadership, accountability)
- Provides leadership to other teams in managers absence
- Represents management at organizational working groups and committees
Patient Safety
- Supports patient safety culture by ensuring patient safety is discussed at their team meetings.
- Conducts event investigations and follow-up.
- Advances staff suggestions for improving patient safety to Director, Client Services.
- Implements patient safety initiatives to promote learning as required.
Risk Management
- Champion the desired organizational risk management tone and culture.
- Integrate sound risk management practices into the business processes and day-to-day decisions responsible for.
- Report risks with causes, impacts or mitigations beyond scope of responsibility to senior management.
- Support the participation of staff in learning opportunities to build competencies.
JOB REQUIREMENTS
Education
- Practitioner in one of the following health disciplines: registered nurse, physiotherapist or occupational therapist with a degree at the baccalaureate level is required.
- Member in good standing with a regulatory body in Ontario is required.
Knowledge/Experience
- Has 5 - 7 years of health related experience.
- Recent clinical experience is an asset.
- 2-3 years' experience in a leadership role.
- Experience in supporting patient focused programs and services essential.
- Mental health and addictions experience is an asset.
Skills
- Demonstrates leadership, motivational and team-building skills.
- Has excellent communication skills (written, verbal and listening) and presentation skills.
- Effective communication skills with internal and external stakeholders which includes respecting and valuing others, active listening and facilitating healthy relationships.
- Demonstrates group facilitation skills.
- Has the ability to be an effective change manager.
- Demonstrates professional and courteous manner in interpersonal relationships.
- Provides information and allows opportunity for questioning, reinforcement of information.
- Exercises independent decision-making and takes responsibility for own action.
- Ability to travel with valid driver's license, insurance and access to a motor vehicle are required.
- Proficiency in French is an asset.
How to Apply
Interested applicants should apply by submitting a cover letter along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, to:
North Simcoe Muskoka Community Care Access Centre
ATT: Human Resources Office
15 Sperling Drive, #100
Barrie, Ontario L4M 6K9
careers@nsm.ccac-ont.ca
Please note: At time of hire, a Criminal Record Check will be required.
NSM CCAC thanks all applicants who take the time to apply. However, only those invited for an interview will be contacted.
