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Quality Improvement Coach

Closing Date:
Open until position filled
Job Summary:

The Partnering for Quality (PFQ) Program is a LHIN funded program hosted at the South West CCAC. The PFQ program supports primary care and health system partners to improve chronic disease prevention and management through the optimized use of their electronic medical record (EMR) and through the implementation of quality improvement methodology. The PFQ team is seeking a Quality Improvement Coach.


Permanent Full Time – Quality Improvement Coach


In partnership with the South West LHIN, the South West CCAC is recruiting for a Quality Improvement Coach to support health service providers (HSPs) across the South West LHIN to implement quality improvement initiatives (specifically improving chronic disease prevention and management). Areas of responsibility will include facilitating knowledge transfer and adoption of quality improvement methodologies/principles and tools, on-site/remote coaching and monitoring of the teams' progress. 


Reporting to the Partnering for Quality Program Lead, responsibilities include:

  • Build capacity within Health Service Provider (HSP) organizations to drive continuous improvement initiatives (+/- with a patient engagement approach) through knowledge transfer of improvement tools & methodologies and change management strategies to sustain improvement gains
  • Coach teams towards independence in their ability to implement quality improvement initiatives (+/- with a patient engagement approach)
  • Develop/organize training/education sessions as both 'subject matter expert' and/or facilitator (face-to-face; remote using webinar technology)
  • Drive continuous improvement initiatives (+/- with a patient engagement approach) through knowledge transfer of improvement tools & methodologies and change management strategies to sustain improvement gains
  • Facilitate team building sessions with entire teams or smaller groups within teams OR "virtual teams"
  • Guide teams in their work with capturing their patient's experience and assist with co-designing  of new processes
  • Serves as change leader and project manager to drive improvement working within resources
  • Informs best practice approaches to change initiatives through the application of various quantitative and qualitative measures
  • Uses a variety of quality methodologies (e.g., Model of Improvement, LEAN, Experience Based Design etc.) to assess and improve patient access and flow through the system
  • Critically analyzes partnerships, practices, and procedures to identify integration opportunities
  • Establish and maintain strong relationships with primary care providers in order to co-create improvement opportunities (building trusting relationships with clinicians in order to facilitate improvement initiatives)
  • Support the members of the PFQ team members to achieve overall work plan goals.
  • Work closely with the Program Lead in the development of educational opportunities and strategic program opportunities


Qualifications and experience will include: 

  • Post-secondary education and/or equivalent experience in a related field
  • Demonstrated experience in a lead facilitator role utilizing high-end conceptual skills to quickly assess a situation and come to a clear plan
  • Demonstrated experience in a project management role
  • Demonstrated experience in a change management role
  • Comprehensive knowledge of effective quality management frameworks and methodologies including Lean, Six-Sigma, Institute for Healthcare Improvement (IHI), etc
  • Demonstrated critical thinking and coaching techniques is essential
  • Excellent communication and presentation skills
  • Demonstrated ability in facilitating/leading group training sessions
  • Demonstrated ability to work independently as well as within a team environment (takes initiative and needs little supervision but also includes colleagues as necessary)
  • Demonstrated ability to guide teams through difficult conversations
  • Demonstrated ability to influence providers/teams to achieve results
  • Demonstrated ability to synthesize information and keep a team focused on goals
  • Demonstrated knowledge of primary, acute, community and Long-Term Care settings (knowledge of primary care practice is an asset)
  • Demonstrated knowledge of Ontario's Chronic Disease Prevention and Management Framework
  • Excellent group facilitation skills to draw out insights from participants, engage them in a discussion, and enable them to reach agreements
  • Highly developed change management skills to identify support needed to achieve objectives
  • Extensive travel throughout the South West CCAC and South West LHIN boundaries and occasional travel outside the South West region
  • Proficiency in French is an asset


Location within the South West region to be determined. 

To apply for this position, please visit  Application deadline is January 23, 2017.


The South West CCAC is committed to employment equity and diversity in the workplace and welcomes applications from diverse backgrounds.  Accommodations are available for applicants with disabilities throughout the recruitment process.  If you require accommodation, please contact our Human Resources Department.

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.