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Client Services Manager

Closing Date:
Open until position filled
Job Summary:

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.


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


  • 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.



  • 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.


  • 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.


  • 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

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.

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.