Manager, Central Intake & eReferral

KEY FUNCTION: 

Oversee regional leads and collaborate with regional partners and health service providers to support the implementation and maturation of regional scale Central Intake (CI) models and eReferral adoption across the North Eastern (NE) Ontario region. Drive change management efforts and process improvement at a system level to improve patient care and provider experiences, develop plans for expansion of services as identified by Ontario Health (OH) including other programs and initiatives lead by the North East Local Delivery Group.

REPORTING:   

Under the direction of the Director of Central Intake and eReferral.

DUTIES:

1. Lead and be accountable for the implementation, operationalization, adoption, performance and continuous improvement of regional CI and eReferral services within the established governance and accountability framework.
2. Collaborate with hospitals, regional partners, OH, OH Teams, primary care providers, specialists, and other care providers across the NE to facilitate the adoption and implementation of a regional scale CI model and eReferral.
3. Collaborate with Project Managers to establish eReferral adoption at clinics in scope across NE Ontario hospitals, and to develop and launch CI hubs, initially for Diagnostic Imaging and Surgical pathways.
4. Lead engagement activities of Regional Leads to facilitate the successful adoption of health service providers to the eReferral and CI platforms to support the sending and receiving of referrals for various clinical pathways.
5. Develop/refine and implement standardized workflows for all modalities tied to CI, eReferral and required integrations.
6. Complete change impact and readiness assessments of CI, eReferral and other initiatives as they arise for NE hospitals and referring providers to support their journey towards CI and eReferral.
7. Expand the CI to additional clinical pathways for the NE region as the system matures (i.e., Chronic Disease initiatives).
8. Support capacity building by establishing formalized ongoing education for regional stakeholders (e.g. allied health and physicians) in collaboration with the OH North East Digital Health team.
9. Complete monthly progress update reports to demonstrate project progress, and identify barriers and threats to project success; develop check-and-adjust cycles and a review process to formulate recommendations for improvement.
10. Oversee the work of others in compliance with the Occupational Health and Safety Act (OHSA), its regulations, and HSN policies.
11. Manage human resources which include: recruitment, selection and training.
12. Guide, motivate, monitor and supervise staff, develop standards of performance, evaluate performance and make recommendations on disciplinary action as required.
13. Evaluate patient care and satisfaction on an ongoing basis and formulate solutions for improvement.
14. Develop annual budgets and assume fiscal accountability of the departmental operation according to approved budget.
15. Determine and align improvement projects with HSN’s Strategic Plan; monitor and adjust to achieve goal outcomes.
16. Participate in the accreditation process and work to ensure that the program and HSN achieve, maintain and continually improve upon their accredited status.
17. Teach, coach and lead staff in the development and monitoring of quality indicators and improvement initiatives.
18. Engage in and foster professional development of all staff and provide opportunities for learning within budgeted resources.
19. Ensure a safe environment for patients, staff and visitors; investigate, report, debrief and take or direct corrective action as required on incidents.
20. Collaborate with internal and external stakeholders/organizations/community groups to achieve program objectives, integrate and link services and foster partnerships across the continuum of service delivery.
21. Participate in education and training specific to current, relevant federal and provincial health and safety legislation, standards and guidelines.
22. Represent the department or program on various committees and in meetings as required. 
23. Perform other duties as required. 

QUALIFICATIONS

EDUCATION AND TRAINING: 

1. Minimum of a four (4) year Bachelor’s degree in a healthcare or business field, from an accredited university.
2. Master’s degree in healthcare or business from an accredited university is preferred.
3. Current certification in Change Management is preferred or willingness to obtain.
4. Ministry of Labour “Worker Health and Safety Awareness in 4 Steps” training certificate is required.

EXPERIENCE: 

1. Minimum of three (3) years’ experience working in a leadership/supervisory role, preferably in a health care environment.
2. Experience leading complex, multi-stakeholder or regional healthcare initiatives is preferred.
3. Training or recent experience with project management is preferred.
4. Experience working with data management software is preferred.

KNOWLEDGE/SKILLS/ABILITIES: 

1. Demonstrated knowledge and understanding of central intake and referral management systems.
2. Demonstrated general understanding of health care including diagnostic imaging and other pathways.
3. Demonstrated ability to lead regional level projects and build coalitions.
4. Demonstrated experience in change management and leading technology-enabled transformation.
5. Demonstrated ability to provide briefings at a managerial level.
6. Demonstrated excellent organizational and presentation skills.
7. Demonstrated excellent judgment and proven analytical skills.
8. Demonstrated ability to coach, advise and teach others using the principles of adult learning.
9. Demonstrated training, experience or utilization of quality improvement methodology for process improvement.
10. Demonstrated ability to independently identify issues, plan improvements, measure success and continue improvement.
11. Demonstrated ability to use tact and discretion in dealing with health care providers and employees.
12. Demonstrated excellent computer skills with proficiency in Microsoft Office software (e.g. Word, Excel, Power Point and Outlook) and patient information systems.
13. Demonstrated superior interpersonal and communication skills, both written and verbal.
14. Demonstrated commitment to the safety of co-workers and patients.

PERSONAL SUITABILITY: 

1. Successful Criminal Record Judicial Matters Check (CRJMC).
2. Ability to address issues outside regular business hours as they arise.
3. Valid driver’s license with access to reliable vehicle.
4. Willingness to travel within Northern Ontario.
5. Demonstrated commitment to ongoing professional development.
6. Demonstrated professionalism in dealing with confidential and sensitive issues.
7. Demonstrated positive work record and excellent attendance record.
8. Ability to meet the physical and sensory demands of the job.
9. Ability to travel between local sites.

Selection Process:  Candidates will be selected for this position on the basis of their skill, ability, experience and qualifications as identified in the resume and completed Application Form submitted. The Hospital reserves the right to conduct a formal interview where required. This posting is for an existing vacancy.
 

Health Sciences North is committed to providing accommodations to applicants with disabilities to enable their participation in the recruitment, assessment, selection and hiring stages of employment.

HSN THANKS ALL APPLICANTS.
ONLY THOSE SELECTED FOR INTERVIEWS WILL BE CONTACTED.
WE WILL NOT ACCEPT APPLICATIONS AFTER THE CLOSING DATE AND TIME.