Job Description

The Manager, Patient Access Operations reports to the Director, Patient Access, Logistics and Central Intake and is accountable for providing strategic leadership and oversight. The incumbent is responsible for the management of day-to-day operations and is responsible for supporting the development of high-performance teams, ensuring the delivery of high-quality service to client departments, patients and families, and a healthy work environment for staff, physicians, and volunteers. The Manager brings a high level of operational expertise and leadership skills to a diverse team. Collaboration with other departmental and hospital staff and leaders is a key success factor for the Manager role.

What must you have?

• Baccalaureate degree in Healthcare Administration or a related discipline, completed or currently in progress or equivalent work experience.
• CHIM or HICA designation required within 6 months of hire.
• A minimum of 3 years direct supervisory experience in a healthcare setting, required.

Program Management

• Plans, coordinates, and monitors the effectiveness of all operational activities within the portfolio.
• Responsible for the day-to-day operations and activities of the departments.
• Responsible for the appropriate liaison with medical staff, government, legal agencies, and the public.
• Administers the quality assurance program for their portfolio.
• Facilitates continuous quality improvement initiatives.
• Establishes and maintains effective relationships with hospital stakeholders.
• Facilitates changes within the department to enhance delivery of services.
• Establishes and implements industry standards to achieve business goals.
• Provides active leadership and participation on relevant hospital committees, working groups, and industry forums in the healthcare environment.

Human Resource Management

• Recruits, coaches, mentors, evaluates, and manages the performance and development of staff.
• Ensures that new staff are oriented to the department and organization.
• Establishes performance expectations, both individual and team in alignment with portfolio.
• Responsible for ensuring that staff scheduling, work assignments, payroll and overall attendance management is effectively completed.
• Promotes and facilitates continuing educational opportunities for staff.
• Ensures a safe and effective working environment for staff.
• Establishes and maintains effective professional relationships within this department, with other departments.

Project Management, Committee Membership, Policies and Procedures

• Collaborates within portfolio and with partners to support implementation of initiatives.
• Ensures corporate standards, policies and procurement guidelines are adhered to with all projects.
• Coordinates education and training.
• Maintains and updates all policies and procedures in a centralized database.
• Actively participates in capital planning and relevant committees.

Financial

• Develops and monitors departmental budget.
• Identifies cost saving initiatives through internal development, contract services etc.
• Identifies capital expenditures on a multi-year review.
• Participates in the annual hospital budget preparation.

What else do you bring?

• Experience with patient access and health information management services preferred.
• Demonstrated understanding of patient access and health information management services.
• Strong supervisory skills with an ability to effectively lead a team and promote a culture of service excellence.
• Excellent interpersonal, communication, coaching, mentoring and team building skills that facilitates positive interactions.
• Ability to provide leadership, support and critical analysis in stressful and complex situations.
• Demonstrates a strong patient and customer focused philosophy in all interactions.
• Effective attendance and performance management skills with an ability to provide guidance to staff experiencing performance and/or attendance problems.
• Highly developed conflict resolution and problem-solving skills combined with strong analytical and critical thinking skills.
• Proactive and self-directed with an ability to work independently with minimal direction.
• Excellent time management skills with an ability to respond to priorities in a timely manner and delegate where appropriate.
• Demonstrates a commitment to professional development and learning.
• Demonstrates an understanding of continuous improvement principles and tools.
• Possesses the ability to introduce and effectively facilitate change.
• Effective communication skills with an ability to provide concise and timely messages using appropriate means of communication.
• Utilizes effective listening skills to maximize the understanding of issues.
• Proven ability to work within a computerized environment.
• Demonstrates leadership competencies consistent with position level (refer to Appendix).
• Proven attendance record.
• Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
• Ability to perform the essential duties of the job.
• Effectively uses empathy in interactions with others.
• Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring.
• Models behaviour that is aligned with the values of Mackenzie Health – Excellence, Leadership and Empathy.
• Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.

*You may be required to work at any site of Mackenzie Health.

Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

Our hiring process does not involve the use of artificial intelligence (AI) to screen, assess or select applicants.

We thank all applicants for their interest; however, only those under consideration for an interview will be contacted.