Manager, Private Patient Services

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Our client, a fully accredited (CAAASF) surgical unit with over 50 years of service in the community, requires an exceptional patient experience leader. The Manager, Private Patient Services, is a hands-on manager accountable for the development, organization, integration, coordination, delivery, and outcome of all private patient programs and services offered at or through the facility. The Manager, Private Patient Services, is accountable for the growth and delivery of private patient programs, including overall patient experience in accordance with the mission, policies, values, standards, and objectives established by senior management, legislative, regulatory, and other independent bodies. This role reports to the Director of Operations, Medical Director & Superintendent.

The position is currently based in Don Mills. Relocation to a new facility on Dixon Road, near the airport in Etobicoke, will occur in April 2022.

Key Responsibilities:

  • Organizational development and management of all private patient programs, services, and staff, including physician resourcing, surgical scheduling, equipment, and clinical resourcing, drafting operational policy and procedures, and monitoring health and safety measures when required
  • Patient care management by developing and coordinating personnel orientation, education, continuous quality of care standard, outcome evaluation measures, and maintenance of pre and post-operative protocols
  • Quality assurance/Risk management by coordinating and facilitating PROMS (Patient-Reported Outcome Measures), post-op patient feedback, annual staff training, investigating and resolving patient complaints with the Director of Operations and OR Nurse Manager in accordance with internal policy
  • Financial management by participation in the development and monitoring of annual and special operating budgets with the preparation of monthly reports analyzing and interpreting statistical data based on services delivered
  • Human resource management through effective selection, staff orientation, development, performance evaluation, certification, and qualification adherence ...continued on next page

Qualifications:

  • Surgical experience required in a Customer Service or Registered Nurse role
  • Our client would also consider an experienced IME physiotherapist
  • 5-10 years of directly related surgical environment experience
  • Progressive demonstrated responsibility and competence
  • Demonstrated team leadership abilities, goal orientated
  • Effective oral and written communication skills; demonstrated report writing skills and computer program knowledge (Microsoft)
  • Commitment to excellent patient service and experience