Patient Services Manager

Position Summary

The Patient Services Manager reports to the Program Director for Surgery with initial accountabilities of Belleville Oncology and Endoscopy units and Medical Day Clinic (MDC) at Belleville and Trenton. The Patient Services Manager maintains 24-hour responsibility for all aspects of patient care activities in the assigned perioperative portfolio and acts as a resource to the other sites at Quinte Health as required. The Manager provides clinical and managerial leadership, direction and supports the interdisciplinary team members in the provision of optimum quality of care to patients and their families/significant others. This role promotes and facilitates the delivery of evidenced based care in the Oncology Clinic, Endoscopy unit and MDC under the direction of the Surgical Program Director. This will be accomplished through the implementation and use of quality improvement, utilization management, risk management, professional practice standards, staff development, information systems, benchmarking targets and resource/supply chain management.

The incumbent works collaboratively within the Surgical Program and in concert with the Endoscopy and Oncology Committees, Inter-professional Practice Teams and the Program Administrative and Medical Directors and Medical Program Leads. The Manager provides professional expertise, leadership and works within a team environment as a means to provide effective service, a positive patient experience, clinical integration and promotion of a quality of work life environment.

Required

• Current registration and member in good standing with a recognized health related regulatory body in Ontario;
• Clinical experience inclusive of the technological skills required for perioperative care of the surgical patient;
• Oncology clinical experience preferred.
• 5 years of progressive and recent professional leadership/management;
• Completed Baccalaureate Degree; Master's preferred or in progress.
• Excellent communication, interpersonal, problem solving, data management and decision-making skills;
• Strong commitment to personal/professional development; and
• Demonstrated success in ability to support staff in accomplishment of service goals and objectives, continuous improvements and to provide leadership and project management for the improvement of operations and processes; and
• Certification in CPR.

Duties

• Work collaboratively with internal and external stakeholders, to plan and co-ordinate the implementation of new programs and services with outcomes focused on excellence in patient care and fiscal responsibilities;
• Lead and focus the Health Care Teams’ efforts to develop a plan to identify, monitor and minimize high risk situations to ensure a safe work and patient care environment;
• Act as a role model/mentor to unit staff and ensure compliance with professional standards, e.g., College of Nurses of Ontario;
• Maintain an organizational climate which promotes staff development, education, achievement, adoption of best practice research and professionalism;
• Strategically plan, implement and evaluate new and existing program developments consistent with QH’s vision and priorities;
• Establish process to incorporate customer feedback as part of the annual staff performance review, and meet with staff annually to review performance and set annual development objectives;
• Ensure a continuous focus on patient experience improvement by developing an open process to respond to patient care issues that includes participation of the Health Care Team;
• Work collaboratively with our partners at South East Regional Cancer Center
• Nurture and cultivate community linkages / partnerships to support patient care and meet the mission and vision of QH;
• Maintain close working relations with other departments for joint decision making and problem solving;
• Manage human resources; staff appropriately to provide cost effective and productive use of human resources within approved staffing budget; facilitate communication and problem solving between all members of the Health Care Team; scheduling of staff; assessment and evaluation of staffing requirements; identify performance management issues and develop action plans to correct and then counsel personnel as necessary, providing guidance regarding roles and responsibilities;
• Encourage and raise awareness among staff and physicians to participate in measures promoting fiscal responsibility with respect to resources; and
• Ensure that appropriate material resources are available for the provision of quality patient care and manage these resources with budget/contractual arrangements. Identify capital and operational needs.
Priorities:
• In collaboration with the Health Care Team build a culture that is focused on ensuring safety and best practices and delivers the highest possible levels of patient satisfaction is a primary focus of the unit;
• Develop strategies with the Health Care Team to improve clinical process, improve timeliness of care and patient through put;
• Work with the Surgical Leadership team to fulfill corporate and program goals; and
• As a role model and champion, you will work to identify and integrate safe, best practices into daily activities to foster the delivery of safe and exemplary care.

The responsibilities described above are representative and are not to be construed as all-inclusive.

At Quinte Health, our four hospitals unite under the core values of Imagine It’s You, Value Everyone, We All Make a Difference, and Stronger Together. We work as one team to enhance lives, improve access to high-quality care, and build healthier communities—right where people need it most.

Quinte Health’s four hospitals are the heart of our communities, delivering exceptional care close to home. As one unified team, we’re passionate about improving lives and expanding access to high-quality healthcare. Our staff, physicians, and volunteers don’t just work here—we live, grow, and thrive here. If you’re compassionate and driven, we have exciting opportunities across our hospitals. Join us and make a real impact!

Physical Demands Analysis

Strength
• Required Rarely – lifting average 5-10 pounds’ maximum 15 pounds, carrying, pushing/pulling.
Mobility
• Required Often – prolonged sitting; and
• Required Occasionally – standing and walking on hard surfaces, bending/stooping.
Dexterity
• Required Often – prolonged fine finger movements;
• Required Frequently – gripping/grasping, eye/hand coordination; and
• Required Briefly – reaching with both hands.

Equal Opportunity

We thank all interested candidates for their response, however, only those chosen for an interview will be contacted. Quinte Health is an equal opportunity employer committed to meeting needs under the Canadian Charter of Rights and Freedom and the Ontario Human Rights Code. Our Recruitment process follows the Accessibility for Ontarians with Disabilities Act in order to provide a fair and equitable process for all candidates. Applicants requiring accommodation through the recruitment/interview process are encouraged to contact the Human Resources Department at 613-969-7400 x2577 or [email protected] for assistance.