Director, Access and Flow

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Reporting to the Vice President, Quality, Performance and Chief Information Officer, the Director, Access and Flow is an exciting new leadership role, spanning Unity Health’s two acute care sites (St. Michael’s Hospital and St. Joseph’s Health Centre). In collaboration with the executive team, clinical programs, and physician leadership, the Director Access and Flow will be accountable for enabling significant performance improvements in access with a focus on all metrics related to Emergency Department wait times. The Director, Access and Flow will develop and execute annual improvement plans designed to improve Unity Health’s performance in all key “pay for results” areas. This is an exciting opportunity for an experienced leader with demonstrated expertise in leveraging lean thinking, continuous improvement and the incorporation of advanced analytics and digital tools to advance and improve patient outcomes. 


  • Provide operational management accountability for the Access and Flow teams, as well as patient registration functions and the after-hours care managers at the two acute care sites;
  • Provide exceptional leadership to Unity Health’s two Operations Centres (the Operations Centres are newly launched initiatives that bring together teams from across services to leverage real time digital tools in order to support daily capacity planning and flow);
  • Devise an annual work plan for improving performance in access to care, initially with a focus on ED wait times, however this may evolve year over year;
  • Lead and advance the newly established Operations Centre(s), including the development of a multi-year plan, business plan and performance plan;
  • Work collaboratively with the Advanced Analytics team to refine the Operations Centre and the incorporation of new advance analytics tools;
  • Provide day to day oversight of the Patient Flow portfolios at the acute care sites including the patient registration, access and flow teams, bed booking and after hours care managers;
  • Provide strategic leadership for the modernization/transformation of patient registration function across Unity Health to enable patient engagement and the deployment of digital tools
  • Perform financial management responsibilities, including the allocation of budgets and resources;
  • Drive the adoption of Lean and process improvement methodologies to identify improvement opportunities, lead the change and demonstrate results;
  • Employ expertise in change management to ensure a robust engagement strategy for programs, staff, learners and physicians;
  • Perform human resources management responsibilities;
  • Perform project management responsibilities;
  • Perform corporate responsibilities through participation on multiple committees, external meetings, etc.


  • Regulated Health Professional in good standing with applicable Regulatory College;
  • Master’s degree in health administration, business administration, health sciences, quality or informatics, or similar;
  • Minimum ten (10) years related progressive leadership experience in a health care setting with a preference for prior experience in access and flow;
  • Lean six sigma certification; Lean six sigma black belt preferred;
  • Demonstrated track record in employing performance improvement techniques in access and flow;
  • Working knowledge of digital tools and advanced analytics and the potential they can bring to improvements;
  • Experience in innovative digital tool deployment and advanced analytics as a component of the overall flow strategy;
  • Expert level understanding of healthcare data;
  • Excellent leadership, communication, interpersonal, and management skills;
  • Excellent priority setting skills with the flexibility and adaptability to respond to shifting business needs;
  • Excellent problem-solving, critical thinking, deductive reasoning, inductive reasoning, and analytical skills;
  • Strong client service orientation with an energetic, positive attitude to build partnerships, relationships, and trust;
  • Ability to work independently, manage multiple tasks and deadlines, and solve challenging problems in a fast-paced, environment while also working collaboratively in a team environment;
  • Demonstrated ability to work with external partners (e.g., home and community care providers, Ontario Health, etc.) to develop and implement strategies to improve access and flow.

As a condition of employment, all external hires will be required to submit proof of COVID-19 vaccination or documentation unless a valid accommodation under the Ontario Human Rights Code exists.