Job Description

Position Title: Lead – ERVCC (East Region Virtual Care Clinic) (Benchmark candidate identified)

Employment Status: Full Time Permanent

Position Status: This is a Non-Bargaining Unit position
This positing is for an existing vacancy

Job Posting Deadline for Internal Candidates: June 05, 2026, at 5:00pm

Hours of Work: 35 hours per week; flexibility, including some evening and weekend shifts

Position Reports to: Manager- ERVCC

Primary work location: Virtual/ 115 Grassmere Ave., Oshawa (South Oshawa site), with flexibility to work at other DCHC sites as required.

Salary Range: Annualized salary range $70,000.00 - $80,000.00, commensurate on skills and experience, plus Group Benefits, and participation in HOOPP.

Organization Overview

Our Vision: Building Healthier Communities Together

Our Mission: Partnering to provide integrated, accessible, and equitable care to enhance health and social well-being in our communities

Our Values: Compassion, Inclusive, Collaborative, Innovative, and Trustworthy

Who we serve: Durham community members who face multiple barriers to health and well-being, and who need integrated, accessible, and equitable community-based primary care and wellness services.

Durham Community Health Centre (DCHC) is a registered, charitable organization providing integrated, accessible, and equitable community-based primary care, wellness services, and health education to Durham community members who face multiple barriers to their health and well-being. DCHC delivers equity-based programs and services focused on priority populations including Indigenous, Black, 2SLGBTQI+, Newcomers to Canada, Seniors, and unattached patients.

DCHC's Theory of Change focuses on delivering integrated clinical and wellness care, equity-based programs, and knowledge mobilization and advocacy to address social determinants for Durham communities. We also strive to be accessible to community members who face barriers such as culture, gender, age, geographic isolation, homelessness, language, physical and/or cognitive disabilities, poverty, sexual identity, and race.

The Lead, East Region Virtual Care Clinic is a key lead clinical and operational position within DCHC's Integrated Care & Experience (IC&E) portfolio. Reporting to the Manager, ERVCC/ Interim Clinical Director, IC&E, this role places a strong emphasis on fostering positive relationships within the team while supporting the Manager in leading day-to-day operations, clinical program development, staff engagement, and quality performance of the East.

While the majority of this role is anchored in the ERVCC, the Lead is expected to function as a visible and integrated resource across the IC&E portfolio. This includes contributing to enterprise-wide quality improvement initiatives, supporting onboarding and EMR capacity-building across IC&E programs, and collaborating with the EPESI team to advance clinical workflow improvements and data quality for reporting. The ERVCC Lead is not a siloed program role — they are a team leader within the broader IC&E community.

The ERVCC Lead brings passion for coaching people and teams, a commitment to equitable care, and the operational discipline to coordinate complex virtual and community-based clinical programs. They will thrive at the intersection of clinical program delivery, interprofessional collaboration, and systems-level quality improvement. Through collaboration and co-design with internal and external partners, the Lead will enable the ongoing enhancement and strengthening of operational processes and workflows to improve the client and provider experiences, refine standards of practice, policies and procedures, enhance safety, and strengthen community engagement within the program. The Lead will support staff oversight and supervision of an interdisciplinary team.

Duties and Responsibilities

In collaboration with the Manager, ERVCC/ Interim Clinical Director, IC&E, the ERVCC Lead will:

Have the following roles and responsibilities:

1. ERVCC Program Operations Lead

The core of this role is supporting the day-to-day operations and coordination of the clinical program for the East Region Virtual Care Clinic (ERVCC).

• Act as a Lead to Provide day-to-day operational support for the ERVCC, coordinating clinical schedules, NP coverage, client flow, and staff workload distribution across a multi-provider virtual care environment.

• Manage client scheduling systems, triage of client concerns, and resolution of client experience issues in a timely, equity-centred manner.

• Ensure continuity of care by maintaining updated, accessible care plans for active ERVCC clients across the virtual care team.

• Coordinate procurement and IT support needs that impact ERVCC staff and clinic operations.

• Process staff operational expense submissions and ensure compliance with DCHC organizational financial policies.

• Manage absence and leave requests within the ERVCC team; escalate workforce gaps to the Manager.

• Ensure ERVCC staff are aware of and comply with DCHC policies, legislative requirements, and equity principles — including the Human Rights Code and Ontario Employment Standards Act.

• Maintain DCHC's virtual and onsite ERVCC program guide and monthly program calendar in collaboration with IC&E colleagues.

2. Clinical Program Development & Quality Improvement

The ERVCC Lead is expected to actively develop, evaluate, and improve clinical programming — both within ERVCC and as a contributor to IC&E-wide quality efforts.

• Lead the design, implementation, and evaluation of ERVCC clinical programs, including proactive screening and referral pathways, episodic and primary care visit types, and virtual care access initiatives.

• Develop evidence-informed clinical decision-support tools, protocols, and workflows for the ERVCC team — aligned with best practices and DCHC's equity-centred care framework.

• Champion a culture of quality improvement within ERVCC, using data, client feedback, and clinical outcomes to drive iterative program enhancements.

IC&E Portfolio — Enterprise Quality Improvement

• Participate actively in IC&E-wide quality improvement processes, contributing ERVCC learnings, data, and best practices to portfolio-level QI cycles.

• Represent the ERVCC perspective in IC&E planning sessions, strategic discussions, and cross-program initiative working groups.

• Collaborate with the EPESI team to identify, test, and implement improvements to clinical workflows that enhance data quality, documentation accuracy, and report output across IC&E programs.

• Support the development and review of IC&E-wide policies, clinical protocols, and program evaluation frameworks, ensuring ERVCC perspectives and evidence are incorporated.

• Contribute to IC&E program integration efforts by sharing ERVCC models of care, lessons learned, and quality metrics with peer program leads across the portfolio.

3. Staff Engagement, Supervision & Development

The ERVCC Lead brings a genuine passion for coaching and developing people. They will provide oversight of an interdisciplinary ERVCC team while contributing to a shared talent development culture across IC&E.

• In collaboration with the Manager, provide oversight and pe performance support to ERVCC clinical and administrative team members, including regular check-ins, feedback, and development conversations.

• In collaboration with the Manager, facilitate annual work plan development and performance appraisal processes for ERVCC staff, in alignment with DCHC's performance management cycle.

• Champion employee engagement initiatives within the ERVCC team, fostering a culture of collaboration, accountability, inclusivity, and innovation.

• Act as a respected team leader and valued mentor — building psychological safety, enabling change, and supporting team members through transitions.

• Support recruitment processes for ERVCC positions, including job description drafting, candidate screening, interview participation, and offer coordination with HR.

IC&E Portfolio — Shared Onboarding & Capacity Building

• Support onboarding of new staff across the IC&E portfolio on PSS EMR as a recognized subject matter resource.

• Contribute to a shared IC&E onboarding model by collaborating with peer program leads to develop and maintain consistent orientation materials, EMR quick-reference tools, and onboarding checklists.

• Build staff knowledge about the continuum of programs and services offered across DCHC's IC&E portfolio, enabling new team members to understand their role within the broader system of care.

• Participate in IC&E-wide capacity building initiatives, including training events, communities of practice, and cross-program learning sessions.

4. Data Stewardship, EMR Governance & Reporting

• Maintain the integrity and quality of clinical data across both the ERVCC and the broader IC&E data ecosystem.

• Oversee ERVCC data quality and Oscar Pro EMR documentation practices, ensuring clinical records are accurate, timely, and compliant with DCHC standards.

• Collaborate with the EPESI (Enterprise Performance, Evaluation & Strategic Initiatives)department to ensure accurate and timely capture and reporting of ERVCC service delivery data.

• Support the preparation of ERVCC performance reports, funder submissions, and program scorecards, drawing on EPESI dashboards and EMR data extracts.

IC&E Portfolio — EPESI Collaboration & EMR Improvement

• Work alongside the EPESI team to assess, redesign, and optimize clinical workflows within Oscar Pro and PSS EMR environments — improving documentation efficiency, data completeness, and reporting accuracy across IC&E.

• Serve as an ERVCC clinical subject matter expert in EPESI-led EMR improvement projects, providing frontline workflow insight and acting as a bridge between clinical teams and informatics.

• Support the implementation of EMR change requests, template improvements, and documentation standards across IC&E programs as part of a coordinated, portfolio-wide approach.

• Contribute to the development and maintenance of IC&E's shared EMR governance processes, including change request triage, prioritization, and clinical review.

• Support data quality monitoring across IC&E by flagging documentation gaps, supporting audit processes, and contributing to corrective action plans where indicated.

5. Community Engagement & System Partnerships

The ERVCC Lead actively develops and maintains partnerships that extend the reach and impact of both the ERVCC and the IC&E portfolio.

• Support the IC&E Leadership Team in strengthening networks and relationships with community members, partner organizations, and system stakeholders across Durham Region.

• Engage with Ontario Health Teams (OHTs), digital health partners, academic institutions, and equity-serving organizations to support ERVCC program development and integration.

• Work collaboratively with internal and external partners to improve participant experience, refine policies and procedures, and promote community engagement within the ERVCC program.

• Represent DCHC and the IC&E portfolio in relevant external tables, committees, and working groups as assigned by the Manager.

• Support the identification and development of funding opportunities, grant applications, and partnership proposals that align with ERVCC and IC&E priorities.

6. Compliance, Policy & Administrative Accountability

• Adhere to and promote DCHC's established compliance measures within all applicable legislative requirements, including the Human Rights Code, Ontario Employment Standards Act, RHPA, and applicable privacy legislation.

• Ensure ERVCC operational practices reflect DCHC's equity principles, cultural safety commitments, and organizational values.

• Contribute to the review and development of IC&E-wide policies, standard operating procedures, and administrative frameworks.

• Support centralized procurement, supply chain management, and IT issue resolution processes that affect ERVCC and IC&E teams.

• Assist in drafting ERVCC and IC&E job descriptions, departmental objectives, and annual work plans.

• Maintain documentation, tracking, and reporting as required by DCHC, Ontario Health, and applicable funders.

• Perform other duties as assigned by the Manager.

Key Qualifications:

• Undergraduate degree in health care management, nursing, or a related health or social science field.

• Registration and good standing with a regulated health professional college in Ontario

• Minimum 3–5 years of related clinical experience, preferably in a community health centre, virtual care, primary care, or combined community and hospital setting.

• Demonstrated experience in providing operational oversight, program support, or team guidance within an interprofessional health care environment.

• Experience working with equity-deserving populations including Indigenous, Black, 2SLGBTQI+, newcomer, senior, and unattached patient communities.

• Knowledge of cultural diversity and the ability to practice in a culturally sensitive manner.

• Demonstrated ability to work closely with medical and allied health professionals and participate effectively as part of the larger multi-disciplinary team.

• Proficiency in Electronic Medical Records — Oscar Pro and/or PSS Suite (TELUS Health); advanced working knowledge is strongly preferred.

• Competency in Microsoft 365: Word, Excel, PowerPoint, Teams, SharePoint, and Outlook.

Knowledge & Skills

• Strong understanding of population health approaches, Social Determinants of Health (SDoH), and equity-centred care frameworks.

• Knowledge of Ontario's health system transformation landscape, including Ontario Health Teams, community health centre sector, and primary care reform.

• Strong understanding of change management principles, privacy legislation, and risk mitigation strategies in health care settings.

• Demonstrated ability to manage competing priorities, meet deadlines, and make sound operational decisions under pressure.

• Exceptional verbal and written communication skills, with confidence presenting to diverse audiences including clinical teams, leadership, and community partners.

• Strong organizational, project management, and problem-solving skills with an ability to multi-task effectively across a complex, multi-site portfolio.

• Comfortable driving and enabling change at multiple levels of an organization — from frontline operations to system-level collaboration.

• Demonstrated experience with conflict management, client complaints process and resolution, and challenges, with compassion and resolve

• Understanding of Ontario’s current health system transformation strategy is an asset

• Understanding of MSAA and OHRS regulations is an asset

• Experience in quality improvement, clinical program evaluation, or health informatics is a strong asset.

• Experience with data reporting tools, dashboards, or EMR reporting functions is an asset.

• Must provide evidence of a valid, current Vulnerable Sector Police Check — required upon hiring.

• Valid Ontario Driver's License and regular access to a vehicle for inter-site travel across DCHC locations, as required.

• Flexibility to work adjusted schedules or attend occasional evening and/or weekend commitments as required by program or portfolio needs.

Full vaccination against COVID-19 is mandatory for this position (DCHC will however adhere to its duty to accommodate those who are unable to be fully vaccinated for a reason related to a human right protected ground).

Application Process:

• While we thank all applicants for their interest in applying, only those qualified and considered for an interview will be contacted. All applicant submissions will be kept on file for six months, for future consideration.

• All applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume. As an applicant, it is your responsibility to ensure that you check your email regularly.

• All positions are subject to the successful completion of the following pre-employment conditions for all external hires: Reference Checks; and Criminal Background checks (including Vulnerable Sector Screening).

• Please be advised that AI Technology supports the screening process of applications. All final hiring decisions are made by our recruitment team.

Durham Community Health Centre (DCHC) is committed to creating an inclusive environment that welcomes and celebrates diversity so that all employees have the opportunity to thrive. DCHC will comply with all applicable standards as set out in the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), the provisions of the Ontario Human Rights Code, and any other applicable legislation. Accessibility: If you have accessibility needs and require alternate formats or other accommodations, please contact our Talent and Culture team at 905-723-0036, or by email to recruiting@durhamchc.ca