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Manager, Quality & Patient Relations (FT)

Closing Date:
Open until position filled
Job Summary:


Serves as the organization's Patient Relations designate - designated neutral/ impartial, confidential and easily accessible resource. 

This role is responsible for patient relations, managing, developing, implementing and monitoring an integrated approach to quality, safety and performance management programs.


  • Receiving and coordinating feedback from patients, families, staff, service providers and the general public on matters related to quality and access to care
  • Supporting and enabling a patient centred culture
  • Leading, facilitating and coordinating quality improvement and performance management initiatives with a focus on safety and optimizing value from the patient perspective, including business process improvement, in collaboration with internal and external stakeholders
  • Providing quality management reports and analyses of performance against established standards and metrics, highlighting areas for improvement , e.g., balanced scorecard, M-SAA performance indicators
  • Instilling quality improvement and monitoring as an integral part of business activities, including advancing organizational knowledge of quality improvement principles, methods and tools, e.g., Lean, and promotes a culture of performance accountability, quality and safety.
  • Leading performance measurement and improvement and providing direction for business process review and related policy and procedure development and maintenance
  • Managing the evaluation of patient and caregiver experience and facilitates related quality improvement initiatives
  • Researching and identifies best practices and evidence to drive performance improvement
  • Providing a key role in advancing compliance with national excellence standards e.g., Accreditation Canada, Excellence Canada Progressive Excellence Program, certification, etc.
  • Establishing and maintaining effective working relationships with managers and staff at all levels to facilitate improvement processes  and provide advice in using quality improvement methods and tools , e.g., Lean, six sigma family of tools, etc.
  • Working with the LHIN, other CCACs, and other service partners  to establish quality standards and to advance system level improvements 
  • Participating in Provincial CCAC committee work related to quality standards and patient evaluation survey reporting
  • Developing and sustaining positive working relationships with external service providers to assist them in developing quality and safety standards
  • Managing specific quality improvement projects and initiatives
  • Providing advice and counsel to the leadership team regarding areas for improvement and performance management 


  • Master's degree in health, public or business administration or equivalent combination of education and experience
  • 5 to 7 year experience in progressively responsible positions in health care with demonstrated success in a leadership role
  • Previous experience in quality, safety and performance  management projects and initiatives
  • Trained in the principles of Lean Six Sigma Improvement methodology (certification preferred); in-depth knowledge of related quality improvement methods and tools
  • In-depth knowledge of qualitative and quantitative measurement and analysis, evaluation, and utilization measurement
  • Demonstrated ability to introduce and manage change, new concepts best practices and skills development
  • Good knowledge of the healthcare system and direct care/service delivery models used in community agencies
  • Good knowledge of the CCAC's business practices and objectives
  • Thorough understanding of project management processes and techniques
  • Proven ability to manage projects involving stakeholders from diverse areas and organizations
  • Ability to influence internal and external stakeholders to motivate them to make the necessary changes for improved performance
  • Good negotiation and conflict resolution skills
  • Well-developed facilitation, coaching and mentoring skills
  • Recognized ability to work with teams and individuals to achieve success
  • Excellent written and verbal communication skills; including training and presentation skills, to communicate effectively at all levels of the organization and with external community organizations
  • Develops affiliations with relevant community networks, and external professional bodies such as CIHI and Accreditation Canada
  • Good negotiation, and mediation, and conflict resolution skills
  • Solid mentoring, coaching and communication skills to provide instructions and guidance to staff with respect to activities, challenges and questions
  • Ability to deal with highly sensitive and personal information in a confidential manner
  • High level of computer literacy in project management programs, spreadsheets, databases,  presentations and standard MS office software      

If you are interested in this position, please submit a cover letter, along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, quoting posting #14/A/10 before 4:30 p.m. on August 13, 2014 to Human Resources (e-mail: We thank all applicants in advance; however, we will be communicating only with those selected for an interview.  


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.