Manager Professional Practice Client Experience

POSITION SUMMARY

Reporting to the Director Health Quality Simcoe the Manager Professional Practice & Client Experience provides oversight and leadership in support of quality assurance evidencebased regulatory compliance credentialing and databased gap analysis and action plans. Working closely with both operational leadership and an interdisciplinary crossdivisional teams (e.g. Physicians Paramedics LongTerm Care and Senior Services) this role supports the creation and ongoing development of integrated care pathways care models and best practices policies and procedure oversight project coordination and facilitation with a continuous quality improvement lens. The incumbent will support clinician engagement by fostering a collaborative interdisciplinary approach to addressing workflow requirements using evidencebased best practices. The incumbent will work collaboratively with all branches of Health Quality Simcoe Health Systems Integration and Planning LongTerm Care and Seniors Services Paramedics Services and other internal and external partners to support an environment of quality clinical care and effective service delivery.

DUTIES AND RESPONSIBILITIES (not listed in order of priority)

1. Lead develop and implement the strategy for the attainment of accreditation requirements throughout LongTerm Care and Seniors Services.

2. Oversee the development and ongoing maintenance of professional practice policy and procedure guidelines templates and standard work creation and reviews for the Division.

3. Coordinate and evaluate the planning development and implementation of clinical practice programs and projects to support the deployment of clinical pathway technologies and evidencebased industry best practices.

4. Facilitate the creation implementation and evaluation of annual quality improvement plans and collaborate with the Performance Evaluation and Reporting department to create scorecard indicators to evaluate the related outcome measures.

5. Monitor and evaluate the service delivery model and develop effective and innovative program delivery methodologies to ensure compliance with applicable policy regulations legislation and program service requirements.

6. Provide oversight develop and participate in organizational continuous improvement and change management activities utilizing industry best practices and collaboration with cross departmental teams. This includes developing the framework for project charters for new initiatives; providing project management expertise; and developing project charters project objectives and parameters a schedule of deliverables project resource requirements process mapping information definitions and best practices and tools for project management.

7. Develop and implement communication strategies to inform project stakeholders on project status best practices and relevant research.

8. Oversight of the selection of Health and Emergency Services projects. Define and execute control activities to ensure expenditures are within assigned authority and limitations.

9. Manage and support the project coordinator staff to facilitate a collaborative dynamic with operational leadership and staff in the planning development and delivery of new processes and practices.

10. Develop and analyze projectbased funding and grant applications in collaboration with Performance Evaluation and Reporting Operations and other stakeholders as required.

11. Remain up to date with regulatory requirements current knowledge of health systems and industry best practices. Collaborate and liaise with professional associations communities of practice and regulatory bodies. Applies this knowledge to ensure program development and delivery is evidencebased and aligned with the best practices within the industry.

12. Provide oversight and report on professional practice compliance criteria per the applicable County and regulatory body standards for LongTerm Care Seniors Services and Paramedic Services. This includes tracking and addressing noncompliance trends managing the Countys quality assurance controls and related inspections and collaborating with interdisciplinary teams to support the creation and implementation of divisionwide quality improvement initiatives.

13. Support County committees that are related to the review and implementation of professional practice related initiatives and shares information on leading best practices.

14. Provide oversight for the collation of data data analysis and the related action plans for all regulatory authorities governing Health & Emergency Services inspections and findings. Audit outcomes and the associated improvement initiatives to ensure compliance.

15. Provide oversight of the professional staff qualification requirements and support for the broader team with the related reporting. Manage the related compliance processes and practices to ensure that staff qualifications meet applicable compliance standards at all times.

16. Act as a resource to senior leadership and operational management for professional practice related matters (e.g. standards of practice policy issues etc..

17. Provide input to the Director Health Quality Simcoe on the program budget and participate in the annual departmental budgeting and work planning.

18. Perform the responsibilities of the position in a professional manner that adheres to the Countys expectations for a quality standard of practice and client care. Does so in compliance with the relevant legislative and regulatory standards while adhering to all Corporate and Divisional policies and procedures.

19. Provide oversight for quality reviews to ensure a timely response and follow up action to prevent incident recurrence.

20. Provide oversight for the investigatory processes within the Client Experience portfolio. Including the related documentation outcomes and quarterly reporting to ensure timeliness consistency and equity.

21. Promote quality practices for client care throughout the various professions and clinical positions. Facilitate and oversee the application of the relevant regulated practice requirements for all regulated healthcare professionals. Does so with a focus on quality improvement through the ongoing monitoring and implementation of initiatives and remedies to provide high quality and safe services to all stakeholders.

22. Provide support and leadership to the team to foster their growth and development and with the intent to foster both proactive and responsive efficiency within the department.

23. Identify opportunities to position the Division for future success in Ontarios evolving landscape of health care funding and emerging service delivery models.

24. Act as a resource to the Employee Experience department and the corporate recruitment team in the development and evaluation of the nursing orientation program.

25. Provide oversight for all processes and applicable requirements related to the regulations and standards of the Ministry of LongTerm Care.

26. Develop the Divisional professional practice strategy which includes the content of the staff learning curriculum the core training requirements and clinical performance compliance requirements and related standards of care. Facilitate ongoing needs analysis to identify and address gaps in clinical service delivery.

27. Manage staff including recruitment selection hiring scheduling assigning training and development needs coaching and mentoring and conducting performance appraisals

28. Comply with provincial and County occupational health and safety legislation regulations policies and procedures.

29. Maintain confidentiality and privacy of information as per The Municipal Freedom of Information Protection and Privacy Act (MFIPPA) The Personal Health Information Protection Act (PHIPA) Personal Information and Electronic Documents Act (PIPEDA) and in accordance with County of Simcoe Policies and Procedures.

30. Perform other duties as assigned including redeployment in emergency situations.

LEADERSHIP COMPETENCIES

Has knowledge of and demonstrated ability in our leadership competencies:

Acts with the Customer in Mind

Makes Sound Decisions

Ensures Accountability

Continuously Seeks to Improve Work Processes

Plans and Directs Work

Collaborates

Leads Teams

Communicates with Impact

Develops Self

Is Resilient

EDUCATION TECHNICAL SKILLS AND CERTIFICATION

Three 3 year bachelors degree in a relevant discipline such as Health Social Sciences or Administration. This job may be considered for educational equivalency in accordance with County policy.

Current registration in good standing with the College of Nurses of Ontario (LTC&SS) as a Registered Nurse an asset.

Advanced Care Paramedic certification an asset.

Certificate in project management from PMI an asset.

Lean certification will be a requirement of the job; green belt at minimum with a black belt preferred.

Strong understanding of health system policies procedures and related legislation or initiatives and their significance and potential impact.

Comprehensive understanding of quality assurance as it relates to legislative compliance and risk management.

Demonstrated acuity to understand varying stakeholder objectives and ability to actively listen facilitate and communicate complex content to large audiences.

Infection Control (IC) certification an asset.

Demonstrated excellence in verbal communication skills necessary to quickly build rapport deescalate situations and gain trust with customers in person or on the phone.

Excellent analytical problem solving and instructional/presentation skills.

Excellent written and organizational skills.

Various computer software applications including presentation software spreadsheet and word processing applications.

Valid G class drivers license and access to reliable vehicle.

Criminal records check that is less than 6 months old at time of hire.

EXPERIENCE

Minimum five 5 years progressive experience in Health Care professional practice roles with a minimum of three 3 years Supervisory experience in a unionized setting

Experience developing project milestones automated reporting tools dashboards key performance indicators process metrics and outcome measures that drive system improvement.

Experience leading/supporting crosssector projects with complex/comprehensive deliverables outcomes and multiple stakeholders.

Demonstrated participation in building a culture of safety and partnering with others to improve the safety of client care processes and systems.

Superior knowledge of Ontario Ministry of LongTerm Care legislation evidencebased nursing practice and paramedic services regulations and standards applicable to LongTerm Care Paramedic Services and/or Seniors Services.

EFFORT

Will require frequent periods of heavy concentration mental and visual attentiveness when performing administrative tasks.

Management of multiple tasks and meeting deadlines.

Focus on detail analysis listening and visual attentiveness.

WORKING CONDITIONS

May be required to physically respond and work in outbreak facilities/environments.

Typical office conditions with frequent travel requirements within the County.

Ability to work remotely if required.

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