Manager, Clinical Operations & Program Services

Detailed Overview

Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients / clients / residents and families : Reporting to assigned Director(s), Clinical Operations, the Manager is accountable for managing and providing clinical and operational leadership to a front-line patient care department or health program that is delivered through multi-disciplinary health care teams in a hospital and / or community based direct patient / client care setting.

The Manager is responsible for large assigned clinical operation(s) and program service(s) through the leadership provided to staff, or the management of service contracts with contracted agencies.

• The Manager must directly supervise Nurses at the Level 4 or 5 classification / wage rate. Through the direct leadership and management of people and resources, the manager oversees the operational, administrative activities of a clinical operation or program service;
• or, supports the operation of clinical services supports for services as provided through contracted agencies. The Manager fosters an environment that empowers and supports individuals to provide safe, quality care;

or ensures service contracts meet performance criteria that include safe, quality care. Ensures clinical operation(s) and program service(s) at a site / community area or across sites / community areas are delivered in an effective and efficient manner through consultative advice on clinical services(s) design, policies and procedures, management and leadership or contract management.

Maintains effective communications, and where assigned a dual reporting structure, prioritizes and advises on the status of clinical services(s) objectives.

Responsibilities Manages resources through the development of operating and capital budgets, review of expenses and the development of action plans.

Reviews contracted agency budgets in terms of established contract performance criteria and liaises with agency to establish required action plans.

Provides leadership of people to foster an environment that is supportive of engagement, innovation, individual and team achievements and the provision of safe, quality care.

Provides direct supervision to Nurses at the Level 4 or 5 classification / wage rate. Recruits people, provides leadership and mentorship on individual leadership and development plans, and provides regular, ongoing, clear and meaningful feedback to provide recognition and to address performance improvement.

Reviews Fraser Health workplace indicators in areas such as retention, engagement, safety, absenteeism and overtime, and establishes department objectives and action plans.

Provides leadership for quality care, identifies risks and action plans in terms of clinical / department outcomes and acts as a change agent within the service, fostering an environment of innovation and critical thinking.

Interprets, applies and ensures operational and service contract plans meet accepted operational and / or contractual requirements, professional standards, collective agreement or other standards and legislated / contractual obligations.

Investigates and responds to complaints or grievances. Represents the Department in third party venues. Establishes and maintains effective working relationships, ongoing communications with medical staff, other departments at and across sites / community areas and other internal and external partners.

Coordinates the utilization of shared resources including services, equipment, and space with other departments and / or sites.

Participates in strategic operational initiatives, project planning, clinical services development and the development of short and long term tactical clinical, operational or service plans.

Assesses and advises on conflicts in terms of operational plans where leading a clinical operation and program service that report up to more than one Director.

Acts as a resource to care teams, provides expert consultative advice to other health care practitioners and acts as a resource for the assigned clinical operation(s), program services(s) or service contracts.

Acts as an advocate for patients / residents / clients and families; responds to issues in the area of clinical operations to internal and external partners and agencies;

ensures compliance of the complaint review and audit process. Co-ordinates, participates or facilitates research initiatives taking an interdisciplinary and consultative approach.

• Identifies emerging best practices and technologies and develops strategies for integration into operations. Participates in the development and maintenance of administrative and clinical information systems;
• ensures Fraser Health, government and regulatory reporting requirements are met. Chairs and / or participates on committees;

prepares status reports to update the Director(s) and / or develops recommendations on follow up action to be taken; implements approved recommendations.

Participates in the development, implementation and negotiation of essential service contingency plans. Ensures Director(s) is / are informed of and aware of significant events and activities in the area(s) of responsibility.

Qualifications Completion of an undergraduate degree in health sciences or related field, plus seven years’ recent related experience, including two years in a leadership role;

or an equivalent combination of education, training and experience. COMPETENCIES : Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional / Technical Capabilities Excellent oral, written and presentation skills. Demonstrated knowledge and ability in related clinical health care practice, education and program planning, development, implementation and evaluation.

Ability to plan, prioritize and carry out projects. Knowledge of department management processes under collective agreements.

Demonstrated knowledge of budget planning and preparation principles, concepts and methods. Demonstrated ability to provide progressive and innovative approaches to service delivery and program issues.

Knowledge of research methodology, practices and techniques. Excellent investigative, analytical and problem solving skills.

Ability to work effectively under pressure and with changing priorities and deadlines. Knowledge of Information Systems applications, tools and concepts.