Manager, Patient Services

Job Description

Date Posted : October 31, 2025

Closing Date : November 14, 2025

Job Type : Full-time

Start Date : December 2025

Division / Department : Community

Branch : Scarborough

Group : Management

Are you highly organized, detail-oriented and able to work accurately in a busy environment with frequent interruptions? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You’re looking in the right place.

CARE AND BE CARED FOR - THIS IS YOUR HOME

Reporting to the Director, Patient Services, this position is responsible for ensuring appropriate assessment of needs and coordination, management and provision of services. The position manages day-to-day operations and oversees a team of Patient Services employees to ensure that effective and efficient services are provided to patients and their families through the provision of case management and long-term care home placement services.

The Manager, Patient Services will represent Ontario Health atHome at various meetings and events; will foster and develop relationships to promote Ontario Health atHome within these communities, nurture intra-agency relationships and integration activities to promote an environment of collaboration, innovation and the advancement of Ontario Health atHome organizational endeavors.

What will you do?

Patient Service Delivery

• Manages the delivery and access to coordinated, quality community health care
• Responsible for the supervision, leadership and guidance of employees within a multi-disciplinary team
• Implements and maintains services standards and monitors service levels to ensure effective resources allocation
• Identifies critical service delivery issues and refines services for the patient population as needed
• Participates, supports and / or leads in planning, implementing, managing, and evaluating patient service delivery programs
• Acts as the primary contact for patient / family complaints or MPP concerns, in collaboration with Quality and Risk staff, on issues not resolved by Care Coordinator or team member
• Manages complex, difficult patient issues and complaints not handled in a routine manner
• Accountable for the day to day operational decision making for the portfolio
• Monitors and reviews caseload statistics and indicators for assigned portfolio and team
• Oversees the utilization of purchased patient services for their assigned team in collaboration with their colleagues
• Establishes and maintains effective relationships with service providers in the area to deliver quality patient care
• Maintains awareness and understanding of current and changing community and health care system needs and impacts to improve or provide more efficient service delivery
• Utilizes data from technology to review performance of direct reports, and as a basis to recommend change that will result in improvements to patient care
• Provides advice and guidance to staff in managing difficult or unusual cases
• Engage staff in discussions of change initiatives
• Ensures that safe, high quality healthcare and / or services are always patient centered, driven by information and organized for safety
• Demonstrates awareness in acuity of risk and level of decision making that requires an escalation to Director(s) or engagement of the Patient Relations Specialist to reduce the risk of situations escalating to the media, litigation, MPP’s, and CEO
• Represents Ontario Health atHome on multi-disciplinary committees and community agency / project working groups, when asked
• Interprets and implements organizational policy, Collective Agreements and applicable legislation
• Manages overall performance of local team; provides direction on projects and priorities; orients and trains staff to equip them with the necessary skills needed to resolve issues and provide quality patient care; guides staff in handling critical issues
• Attends joint patient visits for purpose of staff performance evaluation and / or support for escalations
• Identifies staffing requirements and recommends recruitment and selection of candidates ensure effective staff allocation within assigned budget
• Aligns annual work plans for operational work to the broader strategic directions of Ontario Health atHome and the divisional strategy and priorities within Patient Services
• Addresses equity in access to service, service quality, patient safety and patient privacy and works closely with departmental staff to achieve alignment in business processes and resolution of issues
• Embodies Ontario Health atHome mission, vision and values and applies quadruple aim (enhancing patient experience, enhancing provider / staff experience, improving value and improving populations health) to support continuous quality improvement in daily work
• Exemplifies, embraces and intentionally promotes an inclusive work environment where all are meant to feel they belong
• Continually demonstrates a commitment to create a positive culture of equity, inclusion, diversity and anti-racism

What must you have?

Educational Qualifications

Experience

Knowledge and Skills

Knowledge and experience in the change management process

Communication and Interpersonal Skills

What would give you the edge?

Hours of work :

Monday to Friday 8 : 30am to 4 : 30pm (37.5 hours per week)

Position location and travel :

The position may involve travel throughout the Central East geographic region. A valid Ontario driver's license and access to a reliable vehicle are required.

What do we offer?

We know wellness is supported with work-life balance. In an inclusive culture committed to support your passion for continuous learning, growth and innovation, we offer :

Who we are

We are Ontario Health atHome, ready to serve every person in Ontario. We partner with patients and caregivers, family physicians, hospitals, long-term care and retirement homes, service providers and Ontario Health Teams, to deliver responsive, accessible, integrated, patient-centred care.

If you're interested in driving excellence in care and service delivery , and seeking an unparalleled opportunity to lead and learn, partner and connect, care and be cared for, this is your home.

Equity, Inclusion, Diversity and Anti-Racism Commitment

Ontario Health atHome is committed to a culture of equity, inclusion, diversity and anti-racism. We are committed to attracting, engaging and developing a workforce that reflects the diverse communities we serve. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request.

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

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