Patient access representative Jobs in Toronto, ON

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values : integrity, inspiration, tenacity, humility and care.

What Ontario Health offers :

Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type.

Fully paid medical, dental and vision coverage from your first day

Health care spending account

Premium defined benefit pension plan

3 personal days and 2 float days annually

Individual contributors start at 3 weeks’ vacation, and 4 weeks at 2 yrs.

Career development opportunities

A collaborative values-based team culture

Wellness programs

A hybrid working model

Participation in

Want to make a difference in your career? Consider this opportunity.

Reporting to the Director of and Patient Access & Navigation within the Population Health and Value-based Health Systems portfolio, the Lead, Co-Design, Engagement and Health Equity – Patient Access & Navigation will provide operational support for, and contribute to, the ongoing evolution of the Health811 service and support engagement with Ontario Health Teams (OHTs) related to system navigation work.

Health811 provides a modern, digitally enabled, customer-centered experience that enables Ontarians to : know what publicly funded health care services are available in their communities and across the province and how to best access those services (based on their individual needs); access timely, trusted clinical advice (e.g., symptom assessment and triage) through a variety of channels (e.g., telephone, website, mobile app) and methods (e.g., automation, live chat with a registered health professional); be supported in transitions / referrals to specialized, in-person or virtual services for health concerns or requests that cannot be resolved by Health811; and know that their interactions with the Health811 service will be shared with their primary care provider and other members of the circle of care to support continuity and quality of care once consent is provided.

This service is critical to furthering Ontario Health’s mandate and values and its commitment to engaging and partnering with partners across the health system, including, patients, families, caregivers, health care providers and priority communities. This role and associated deliverables will also be part of a key operational strategy to achieve the broad objectives of Ontario Health Teams (OHTs) and require strategic oversight and innovative solutions to inform health system planning, improve care experiences and health outcomes through quality community, patient and partner engagement and co-design.

Here is what you will be doing :

Partner Engagement - work closely with external partners and the OH team to support the operations and evolution of Health811. This includes the ability to :

Lead partner outreach and engagement activities related to Health811 and patient access and navigation services

Develop & manage complex relationships between technology & service vendors, healthcare providers, external partners, OH, OHTs and MOH

Establish and nurture regional & provincial partnerships to support the implementation of Health811 enhancements

Lead and manage the Health811 Partner Advisory Council, comprised of patients, families and health care providers to receive feedback on Health811 releases and enhancements

Participate in vendor-led User Advisory committees and engagement sessions to assist with feedback gathering and incorporating UX feedback into Health811 enhancements

Responsible for developing, executing, and reporting on comprehensive engagement strategy

Develop and deliver structured presentations to increase awareness of Health811 roadmap, activities and value-add to the system

Ensure accurate audit trail maintained of all partner engagement and all contact / activities are recorded on a partner database

Communicate project and program progress to key constituents, including external partners and at project governance and inter-department forums, as requested, connecting project messaging and reporting to strategies and priority themes

Co-Design

Lead the Health811 ideation sessions that support the roadmap process for annual visualization of the development journey for the Health811 process

Facilitate ideation sessions and product co-design sessions to support a design-thinking approach with multiple external partners

Work collaboratively with the OH Health811 team and the vendor to create a design thinking and leadership dynamic that will ensure outcomes are achieved or exceeded

Identify and specify high-value process and product customizations to support partner needs

Support the collection & analysis of business requirements to inform theHealth811 strategy & solution design

Work with the Health811 team to support evaluation and capture the value of Health811

Support the continuous improvement of evidence based, customer / patient focused guidelines, performance measures, standards, and best practices, consistent with Ontario Health directions

Steward, promote design thinking and seek to continuously enhance OH’s project management methodology

Health Equity

Lead the development and implementation of strategies that prioritize health equity within the Health811 service, identifying and addressing barriers to access, utilization and outcomes for equity deserving populations

Work closely with cross-functional teams at OH to ensure that Health811 services are designed and delivered in a manner that is inclusive, culturally sensitive, and responsive to the needs of diverse populations

Support the establishment of metrics and indicators that monitor progress towards health equity goals and outcomes, regularly evaluating the impact of initiatives and interventions on reducing disparities in health outcomes, access, and experiences of care

Patient Navigation Activities

Provides professional expertise, functional knowledge, and strategic advice to the Health811 team to ensure a coordinated approach to healthcare navigation related activities across OH regional & provincial teams in response to a range of often highly complex issues and risks requiring new and innovative and provision of evidence-based recommendations for change

Support the planning and implementation of priority projects that advance OHT navigation deliverables and algin with OHT guidance

Work across Ontario Health portfolios, the Ministry of Health, OHTs and other system partners in a collaborative and consultative manner to advance OHT navigation deliverables

Perform other related duties as assigned by leadership

Here is what you will need to be successful :

Education and Experience

Minimum 5 years’ experience working in healthcare setting with evidence of thorough understanding of Ontario’s health care system and system partners

Bachelor’s degree in a related field

Design Thinking certification preferred, or relevant work experience in applying design methodologies

Proven expertise in developing and implementing meaningful and impactful engagement strategies for a wide range of partners, including patients, public and community partners

Superior subject matter expertise in engagement and co-design frameworks, methodologies, best practices, and implementation approaches

Understanding of product development is an asset

Clinical background / experience an asset

Experience working with equity deserving communities, mental health and addictions, Ontario Health Teams and primary care is considered an asset

Knowledge and Skills

1) Co-Design Skills

Knowledge of co-design principles and strategies

Knowledge and experience in design thinking and UX

Facilitation skills and diplomacy, to facilitate discussions, and resolve issues arising in the in the consultation process with a diverse spectrum of partners, often with competing interests

Ability to work synergistically, following principles of including, diversity, and equity

2) Engagement Skills

Knowledge of engagement principles, best practices, and methods to develop effective strategies and to conduct effective consultations with partners, identifying and synthesizing their perspectives and concerns

Knowledge of the broad health sector and political issues underlying specific partner groups, and the culture, governance, community perspectives, protocols, and political dynamics in the province, to conceptualize and implement strategies and approaches to promote, and gain commitment to the provincial position, and to provide advice / guidance / recommendations to various partners engaged in consultations

Enhanced level of communications skills to plan and prepare critical communications materials, prepare briefing notes, executive summaries, presentations and recommendations, and to communicate effectively with partners inside and outside of OH

Attend events and interactions to build relationships and establish networks, understand engagement and partnership building issues, and ensure these are communicated to OH team and incorporated into partner engagement strategies and roadmap activities

Considerable skills in developing, implementing, monitoring, and evaluating engagement and consultation plans

3) Healthcare Knowledge

Knowledge of emerging issues, challenges, and gaps in ensuring equitable and effective health care across Ontario

Knowledge of Ontario Health’s legislated partners and their priorities, requirements for effective engagement

4) Relationship Management Skills

Relationship management skills to develop and manage key relationships critical to furthering Ontario Health’s mandate

Strong political acuity regarding inter-relations between governments (federal / provincial), the health sector to collaborate, share information, lead / participate in relationship building forums with partners

Technology / service vendor relationship management and complex contract management skills

A sophisticated relationship manager with a passion for transforming access to health care – experience with vendors, researchers, government / regional administrators, and healthcare clinicians

Self-starter, with outstanding customer service ethic, strong leadership and change management skills

Proven commitment to customer service

5) Analyzing / Problem Solving Skill

Experience developing and / or executing “big picture” strategic plans

Effective communicator, able to communicate effectively and concisely, both orally and in writing, including effective presentation skills

Excellent problem-solving skills, organizational, project management, decision making and analytical skills

Determine the most effective approach when leading consultations and when negotiating with partners to achieve provincial objectives related to health navigation

Anticipate and absorb complex, inter-related, and highly political issues, and develop options and recommendations that address issues and concerns

Employment Type : Permanent Full-Time

Salary Band :  6

Location : GTA, Ontario (currently hybrid; subject to change). All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Internal Application Deadline Date : June 11, 2024

Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; Black and racialized; members of 2SLGBTQIA+ communities; trans and nonbinary; and disabled.

We encourage applicants with accessibility needs to notify us if they have any accommodation needs in the application and / or interview process.

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