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Improvement Specialist

Closing Date:
Open until position filled
Job Summary:

Under the direction of the Director, Quality & Risk, the Improvement Specialist is an integral member of the Organizational Performance Team. With responsibility for leading the improvement of key business processes, the Improvement Specialist contributes to excellence in the delivery of client services and the systems that support service delivery.


  • Utilizing lean six sigma and continuous quality improvement methods, lead the ongoing systematic review of business processes to maximize outcomes and efficiencies including
  • Document existing business processes and workflows
  • Work with CCAC staff, service providers and other health system partners, to develop a process for the identification and  prioritization of  business processes to be designed/re-designed
  • Lead the analysis and  design/re-design of selected business processes
  • Plan for and support the implementation and evaluation of new and re-designed processes
  • Working in collaboration with relevant staff groups/committees (e.g., MIS/CHRIS Standards Committee), develop communication tools including policies and procedures, forms, flowcharts, technical materials, correspondence, reports, presentations etc.
  • Provide support to the development and implementation of a comprehensive organizational quality framework, including participating on relevant committees
  • Champion a quality and process improvement approach across the organization and support the development, implementation and evaluation of quality methods and tools
  • Contribute to the ongoing identification of, and provide advice on, opportunities to improve the quality of services provided by the North Simcoe Muskoka CCAC
  • Build organizational capacity for quality improvement by providing leadership in educating staff on principles, tools and methods related to quality improvement.

Client Safety

  • Support client safety culture by ensuring processes reviewed/developed recognize the safety of the client(s).

Risk Management

  • Applies sound risk management with the scope of duties and responsibilities; and
  • Reports risk with causes, impacts or mitigations beyond scope of responsibility or available resources to manager.
  • Other duties as required.



  • Four year undergraduate degree or equivalent in a relevant field (Business, Engineering)
  • Training and/or certification in continuous quality improvement (CQI) methods
  • Lean Six Sigma Black Belt preferred


  • Minimum three years recent, relevant experience in the application of business process improvement methods (e.g., LEAN, Six Sigma)
  • Health care experience and/or knowledge of the CCAC sector are assets
  • Relevant experience leading and/or managing mid to large scale organizational projects


  • Strong analytical and critical thinking skills
  • Proficient use of process improvement tools and methods
  • Effective oral and written communication skills
  • Effective communication with internal and external stakeholders which includes respecting and valuing others, active listening and facilitating healthy relationships.
  • Strong customer focus
  • Effective change agent with strong facilitation, negotiation and project management skills
  • Able to work well both independently and in teams
  • Able to multi-task and prioritize in a complex, changing environment
  • Proficiency in French is an asset.


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 (include your Name, Improvement Specialist in the subject line).

Please note:  At time of hire, a Vulnerable Sector Check will be required.

NSM CCAC is governed by the requirements of the French Language Services Act and therefore encourages applications from French speaking candidates.

NSM CCAC is committed to accommodating people with disabilities as part of our hiring process.  If you have special requirements please advise Human Resources during the recruitment process.

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.