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Mississauga Halton CCAC

Manager, Patient Care - Operations



Company Information

Mississauga Halton Community Care Access Centre (CCAC) is committed to providing outstanding care -every person, every day.

As one of 14 CCACs across Ontario, our staff help patients plan and make informed choices about their health care options. To do this, they work in partnership with patients, families, care providers, hospitals, long-term care homes and others.  At the heart of our work is quality community care that focuses on meeting each patient’s best interests. Whether a job involves direct patient contact or supports those who interact with patients daily, we empower every employee to focus on our patients and their families.  As demand for Mississauga Halton CCAC services continues to rise, we have a strategic plan that positions us to successfully meet this challenge. Integral to this plan is having exceptional people in place.

For more information on Mississauga Halton CCAC, please visit our website at

Job Description

We are currently seeking a Manager, Patient Care – Operations (Children’s Health Services and Mental Health and Addiction Nurses)

Competition #:   FY1718-043

Start Date:   Immediately

Reports to:   Director, Patient Care

Category:   Permanent Full Time

Primary assigned location:   2655 North Sheridan Way, Mississauga


Position Outline:

Reporting to the Director, Patient Care, the Manager, Patient Care - Operations is responsible for ensuring that team resources including human, financial and other infrastructure supports are leveraged in such a way to enable exceptional quality care and outcomes for patients, through collaborative relationships and processes with patients, family members, contracted service providers, other health system partners, and Mississauga Halton Community Care Access Centre (CCAC) employees.

Key accountabilities of this position include:

Patient Care Delivery

  • Manages and monitors access to, and delivery of, quality community care through members of their Patient Care team
  • Supports the development, implementation, management and evaluation of evidence-based patient care delivery models and tools to support front line practice
  • Reviews and provides final response, recommendations and resolution for events
  • Researches care and/or operational delivery issues, and recommends and implements changes to patient care as needed
  • Establishes and regularly monitors, analyzes and acts upon the full range of patient-related performance indicators including indicators identified by Senior Patient Care Leadership team
  • Manages and supports the resolution of complex and difficult patient issues and complaints when escalated by team members


  • Participates in the development and successful implementation of the department’s annual priorities in alignment with the organizational priorities
  • Implements and monitors tools and processes that enable the delivery of high quality and safe care
  • Identifies, builds, maintains, and evaluates effective relationships with assigned regional health and social service agencies, and external service providers and partners to collaborate in delivering quality patient care
  • Takes a leadership role and/or participates in operational and system-level projects/initiatives that support improvements in patient experience and outcomes
  • Reviews, assesses and/or recommends policies, procedures and programs that best meet patient needs, while balancing organizational constraints
  • Provides leadership to designated work groups, programs and/or committees such as Board of Directors, Local Health Integration Network (LHIN) and Board Committees as required

Management of Human Resources

  • Oversees staff orientation for their team(s) including learning and development plans in accordance to Mississauga Halton CCAC policies, procedures and guidelines and that the team member has the requisite knowledge to undertake their specific duties
  • Oversees timely recruitment, performance evaluation, coaching, discipline and termination for their team(s) where necessary are according to Human Resources policies and within the context of collective agreement(s)
  • Empowers team members to harness their leadership potential and develop their expertise
  • Manages the effective and efficient distribution and utilization of team members based on the established productivity levels, team goals and guidelines

Qualifications include:

  • University degree (or equivalent) in Social Sciences, Nursing, Health Administration; preference will be given to regulated health professionals (RN, RSW, OT, PT, SLP)
  • Five (5) to seven (7) years related experience, preferably in an unionized healthcare environment; with minimum two (2) years management experience
  • Experience in children’s health and children with medically complexity an asset
  • Experience and knowledge of care delivery in community and health care environments
  • Knowledge of direct care/care coordination models used in community health care organizations
  • Good knowledge of community resources (e.g., services and programs),  and roles of health care professionals
  • Knowledge of challenges and issues, methods and practices for outsourced/ contracted services and service providers
  • Knowledge of tools, systems and databases used in patient care delivery and management, utilization development of outcomes
  • Excellent organizational, negotiating and problem solving skills
  • A solid knowledge of patient database systems (i.e. Client Health Related Information Systems (CHRIS))
  • Knowledge of the Ontario health care system and relevant legislation (e.g., Long-Term Care Homes Act, Home and Community Services Act and The Community Care Access Centre Act etc.)
  • Thorough understanding of the evolving role of the CCACs within the healthcare sector and their impact on the development of Mississauga Halton CCAC priorities
  • Flexible, adaptable and responsive to change
  • Understanding and demonstrated effectiveness and commitment to driving and promoting exceptional quality care for patients and families through evidence-based practice and processes
  • Adept in the use of MS Office applications (e.g., Word, Excel, Outlook, PowerPoint, etc.)
  • Self-directed with an ability to organize, plan, prioritize and multi-task
  • Demonstrated critical thinking with strong attention to detail
  • Highly effective written, oral communication and interpersonal skills
  • Solid mentoring, coaching and facilitation skills
  • Ability to deal with highly sensitive and personal information in a confidential manner
  • Solid change management skills
  • Listens to and understands the needs of patients to develop effective solutions and to assess impact of recommendations for change
  • Strong relationship management skills, including engaging, communicating with and collaborating with stakeholders
  • Ability to communicate in French or another language an asset


Thank-you for your interest in joining our exceptional team at the Mississauga Halton Community Care Access Centre (CCAC)!

To apply for this vacancy please submit a resume with covering letter referencing FY1718-043 via the following link or visit the Mississauga Halton CCAC Career Opportunity page at  Please note, only those candidates selected for an interview will be contacted.

Mississauga Halton CCAC is a respectful, caring and inclusive workplace, committed to Employment Equity.  We welcome diversity in the workplace, and encourage applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities.  We will provide accommodations throughout the recruitment and selection and/or assessment process to applicants with disabilities.  Applicants need to make their accommodation needs known when contacted.

To receive any Mississauga Halton CCAC document required by the Accessibility for Ontarians Disability Act (AODA) and its standards, or to receive any public document on our website in an alternate format, please contact our Communications Department at 905-855-9090 or 1-877-336-9090.

Contact Information

Mississauga Halton CCAC
Posting Date: 15-May-2017Medical/Healthcare Permanent, Full-Time Open 1 ASAP
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