Company Biography:
Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. We are also proud to be named one of Greater Toronto's Top Employers for 2022! Learn more at shn.ca

FOR EXTERNAL APPLICANTS ONLY: As a condition of employment, you are required to submit proof of full COVID-19 vaccination status to the Hospital’s Workplace Health and Safety department.

Position Overview:
Join our Patient Access team and make an impact at SHN!

It’s an exciting time to join SHN’s Patient Access team. We are a corporate function providing efficient and patient-focused patient scheduling, registration and bed allocation functions across all three hospitals. We are currently undergoing significant transformation and are in the process of improving and expanding services provided to the organization and our patients. This includes centralized patient registration enabled by kiosks where we register more than 3,000 patients a day with an average registration time of less than 2 minutes! We are also investigating centralizing patient scheduling so that patients can book their appointments with a single point of contact with increased access in the evenings and on weekends, and short call wait times.

The Manager, Patient Access (Scheduling) will play a key role in transitioning our recently centralized Diagnostic Imaging scheduling office & call centre to the Patient Access portfolio and support its ongoing optimization. It will provide innovative leadership, plan, organize, assess, monitor and evaluate all aspects of this scheduling office. It will also support the investigation of potential expansion to additional outpatient areas as part of a larger centralized patient scheduling office. This position will initially be focused on Patient Scheduling but will also be involved in and provide coverage for other Patient Access functions including Central Registration and Bed Allocation. The Manager is responsible for human and financial resources, and optimizing team efficiency and effectiveness.

The successful candidate is a highly motivated leader committed to improving processes and coaching staff, has experience in a call centre environment, and a focus on providing excellent customer service.

Company Vacancy/Request for Transfer:
The completion of this online form serves as your application and will be used to determine if you meet the requirements of this position. Please ensure that you have provided all pertinent information necessary to be considered for this vacancy by the close date.

Responsibilities:
Work with the leads on the Patient Scheduling project team to optimize the current DI scheduling office, and investigate and potentially design and implement a larger centralized patient scheduling office. This includes working with the project team to:

• redesign and implement efficient scheduling and call centre workflows for an optimal patient experience.
• work with clinical teams and physicians across outpatient areas on desired future state for patient scheduling and recommend implementation strategies. Also, documenting all future state standard work to develop scheduling processes for outpatient clinic and diagnostic imaging areas.
• review key performance indicators, dashboards and strategies to achieve call centre & scheduling performance targets based on best practice to achieve an excellent patient experience.
• develop training on scheduling, customer service and call centre procedures, and implement training program for staff.
• Provide leadership to the Patient Access teams and foster development of the Patient Access supervisors and clerical staff.
• Collaborate with leaders and physicians to understand their needs and priorities for patient scheduling services
• Work closely with Diagnostic Imaging and Clinical Programs to maintain clinic optimization, wait-times, and capacity
• Use data & dashboards pulling from EPIC Cadence and Prelude modules to monitor scheduling processes and efficiency and work with clinical management team to improve.
• Create and sustain exemplary customer service values in the Patient Access departments and foster relationships with clinical teams and external partners including referring physicians.
• Lead the Patient Access teams to meet all service and performance standards in order to provide an excellent patient and provider experience.
• Work on organizational committees related to EPIC optimization. Includes chairing committees related to optimization of functions within the Patient Access realm.
• Be accountable for data quality standards and data quality improvement across the Patient Access department. Work with internal departments including Health Records, Finance and Clinical teams to improve data quality and put processes and accountabilities in place for data quality work queue monitoring
• Understand Privacy legislation, consent and release of information procedures
• Be accountable for resource allocation, budget, utilization management, safety, quality and risk management and the promotion of service excellence

Requirements:

• Undergraduate degree from a recognized institution
• Contact Centre leadership education or training
• 2-3 years’ management experience in a high-volume contact centre environment, including workforce management, quality, and service level management; remote team management is also an asset
• 2-3 years’ experience and familiarity with Contact center operations and technologies (CCaaS and premise)
• 2-3 years’ related management experience in scheduling and/or registration functions
• 2-3 years’ experience and knowledge with patient registration and patient scheduling software
• Strong communication and interpersonal skills with an ability to foster and develop teams as well as effective coaching and mentoring skills
• Knowledge of quality and process improvement methodologies, and demonstrated experience with improving processes
• Experience leading projects within a large complex environment
• Experience with implementing & fostering a customer service orientation and culture
• Demonstrated effective negotiation, mediation and conflict resolution skills
• Excellent organization, information/data management skills, well developed judgement and decision-making skills
• Demonstrated strong analytical, problem solving, change management, budget forecasting and risk management skills
• Advanced computer skills

Asset:

• Master’s degree in Business or Health Administration or working towards
• Project Management certificate (PMP) or working towards, or equivalent experience. (This role involves a lot of project work!).
• Experience in a healthcare leadership role
• Experience in a unionized public sector environment

Accommodation Statement:
Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

Learn more about our exciting opportunities by following SHNCareers on Twitter and on Instagram .


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