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Director of Patient Services

Closing Date:
Open until position filled
Job Summary:


Waterloo Wellington Community Care Access Centre

Notice of Administrative Job Vacancy


Date of Posting:       August 12, 2015Posting:              15/A/12
Closing Date:           August, 21 2015Union:                Non-Union

Position:   ​Director of Patient Services

Number of openings (2)

FTE:      1.0 – Full Time, permanent


Initial Assignment:  Location to be confirmed, must be flexible to work out of all WWCCAC sites,

Regular Day Shift.



The Director, Patient Services is responsible for ensuring that efficient and effective services are provided to clients and their families through the provision of case management services and long term care facility placement services in hospitals and in the community.

This position requires a high level of independence and is expected to provide the leadership to ensure the objectives of the CCAC are met. 


  • Establishes process within the portfolio to ensure client services are provided in accordance with CCAC policies, relevant legislation, standards and guidelines

  • Provides direction regarding complex client issues and complaints including those identified through the local MPP offices and MOHLTC Action Line which are unresolved by CS Managers

  • Leads, develops and manages projects and operational change initiatives to advance WWCCAC goals and directions established by the Senior Director, Patient Services 

  • In conjunction with the Senior Director, establishes service delivery performance standards and quality improvement processes, and ensures implementation within designated area of responsibility

  • Leads and directs collaborative and effective communication with service providers, at the senior management level, to manage effective delivery of client services in the community

  • Manages Stakeholder relations externally and internally within the portfolio as delegated by the Senior Director, Patient Services

  • Represents the CCAC on a variety of community and work teams to develop initiatives in providing integrated and quality client care

  • Provides leadership and direction with respect to the implementation of CCAC and LHIN strategic initiatives with existing LHIN wide hospitals, Community Support agencies and other community stakeholders

  • Develops community linkages and partnerships to support quality client care and system integration

  • Leads and/or participates on internal CCAC projects and committees to develop and implement strategies to improve client care

  • Provides support to senior management by identifying and evaluating the impact of proposed changes

  • Provides ongoing leadership and direction to a team of managers and staff in delivering quality client care and promoting accountability, quality improvement and the achievement of goals and objectives 

  • Leads and supports evidence-based quality improvement activities

  • Identifies budget requirements in accordance with CCAC priorities and client needs within the portfolio

  • Accountable for budget and resource management with respect to service utilization through establishing effective processes for ongoing monitoring, analysis, recommendations and reporting of variances


  • A Master's degree in Health Sciences, Health or Public Administration.

  • 5-7 years' experience in progressively responsible and related positions in health care with demonstrated experience in a leadership role.

  • Management experience responsible for a large division in a unionized environment with direct experience with change management.

  • Knowledge of legislation governing health care activities in Ontario.

  • Interpersonal, analytical, communication and diplomacy skills required.​

WWCCAC strives to create a respectful, accessible and inclusive work environment.  Upon individual request, hiring processes will be modified to remove barriers to accommodate those with disabilities.  Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources at for assistance. 


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 #15/A/12 before 4:30 p.m. on August 21, 2015 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.