Job Number: JR106638 Job Title: Supervisor, Patient Access Union: Union: Job Category: Skilled Hospital Location: General Site Job Type: Temporary (Fixed Term), Full time Contract Duration: 12 months Number of Positions: 1 Minimum - Maximum Hourly Rate: $52.97 - $61.407 Hours: Days, Evenings
Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the 2021 Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our leading edge work on Communities of Inclusion, Inclusion Calendar, Health Equity Certificate Program and much more. We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023 – 2025 and Greater Toronto's Top Employers for 2026. Learn more at shn.ca
Job Description: Reporting to the Manager, Patient Access, the supervisor oversees, directs and coordinates the daily activities of the centralized patient scheduling (CPS) office at the Scarborough Health Network. The incumbent will work with front-line staff, clients and management to ensure the timely and efficient delivery of scheduling services along with excellent customer service. This role will also provide support and supervision for one or more Patient Access functions (registration, bed allocation, and centralized patient scheduling) corporately. It will support ongoing transformation and optimization projects across the Patient Access functions with a focus on increasing organizational efficiencies while improving the patient experience.
Primary Responsibilities Staffing & Budget Management Supervise day-to-day operations of Patient Access functions – provide 1st line of support for staff.
Supports recruitment, retention, scheduling, coaching/development, and performance management of frontline staff.
Utilize registration, scheduling, and call volumes from EPIC to update staffing requirements.
Support budget management through appropriate scheduling and resource allocation.
Ensure appropriate staffing mix to reduce turnover and overtime.
Utilize LEAN approach for supplies management.
Patient Access Optimization Support projects for optimization of Patient Access functions in alignment with corporate strategic initiatives.
Use data & dashboard reporting from EPIC to monitor Patient Access-related processes and identify optimization opportunities.
Work with Patient Access Managers and clinical management team to address areas for improvement.
Service & Data Quality Management Monitor office performance related to call volumes, call handling times, call abandonment rates.
Design reports and analyze data impacting patient access activities.
Ensure optimal service and data quality management for efficient day-to-day operations supported by appropriate documentation of standards and expectations.
Develop and maintain department standards,



and associated standard work/SOPs and processes.
Maintain and Improve Data Quality through SOPs, staff training, audits, and reporting.
Safety & Customer Service/Patient Experience Ensure Staff & Patient Safety and positive Patient Experience.
Foster culture of safety by following the hospital’s comprehensive safety programs and practices including staff safety, patient safety, environmental safety and participates in regular in-service education in this area.
Foster a culture of Patient & Family Centred Care (PFCC) and excellent customer service within the Patient Access department.
Other Participation in Committees and Working Groups as necessary.
Collaboration with other patient access supervisors to provide cross-coverage as needed.
Education/Certifications/Licenses Required: High School Diploma or equivalent
College Diploma
Preferred: Undergraduate Degree
Experience/Skills/Abilities: Required Work Experience: Minimum 3 years experience leading a team in a health care setting.
Minimum 3 years experience managing health information with the ability to determine impacts of change to patient information or system functionality.
Minimum 3 years experience leading system improvements/implementations and related change management in a health care setting.
Minimum 2 years experience developing training material and training schedules that meet the needs of the audience.
Required Job Related Knowledge/Skills/Competencies: Strong computer skills and proficiency using Microsoft Office products.
Proficiency using a Clinical Information System (eg. Epic).
Excellent verbal and written communication skills and ability to engage others.
Ability to investigate, problem-solve proactively, assess risk, apply sound judgement and use critical thinking in complex situations.
Broad knowledge of Patient Registration, Scheduling, and Health Information, and associated impacts to clinical processes.
Excellent interpersonal skills with the ability to develop business relationships quickly.
Ability to coach, mentor and motivate staff, and promote a productive team environment.
Ability to work independently and take initiative to improve patient experience.
Accommodation and Diversity Statement: Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike. We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values.



We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.
Learn more about our exciting opportunities by following SHNCareers on Instagram, Twitter, and Facebook.
At Scarborough Health Network (SHN), our people are our greatest asset. They come from all over the world and bring diverse perspectives to enhance the compassionate and innovative care we provide our patients and their loved ones.
We celebrate what makes people unique and believe that a safe, fulfilling and balanced work environment is just the start.
We recognize and reward our teams, prioritize access to continuing education and create meaningful opportunities for growth and development.
At SHN, you can enhance your career while by opening doors to new experiences and possibilities within our vibrant and inclusive community.
We are proud to be an inclusive, equitable and accessible workplace, where everyone feels valued, respected, supported, and has a rich sense of belonging through our organizational drive to build and sustain an exceptional work setting where healthcare professionals can flourish both personally and professionally.
SHN is proud to be named one of Greater Toronto’s Top 2026 Employers by Mediacorp Canada Inc., the organization behind the prestigious Canada’s Top 100 Employers project.
This honour celebrates organizations that create exceptional workplaces, and we are thrilled to be among them.
We are proud to be an inclusive, equitable and accessible workplace where everyone can fully participate in the workplace.
We are doing this through by creating awareness, providing education resources, empowering staff-led Communities of Inclusion, and providing growth and career opportunities.
We are proud to offer mentorship programs to encourage collaboration and to support international employees, and our EnRoute training and career advancement programs designed to provide hands on experience to fast-track certifications and placements in different care units.
We are always in search of individuals with unique strengths to enhance the world-class care we provide to our patients within a welcoming environment.
Experience what makes us one of Greater Toronto’s Top Employers and an affiliated teaching hospital of the University of Toronto.
Benefits and Perks Defined Benefit pension plan through the Healthcare of Ontario Pension Plan
Comprehensive insured benefits package including health and dental benefits
New Graduate Initiative
Enroute Program
Critical Care Sponsorship Program
Employee Discount and Incentive Programs
Employee and Family Assistance Program (EFAP), along with other comprehensive wellness offerings, including our Spiritual Care team of registered psychotherapists for spiritual, religious or emotional care; mental health supports; and on-site wellness rounding
Recognition events
Leadership Development and Learning Programs
Tuition Assistance Program
Please allow some time for our recruiters to review your application. We will contact those applicants who are chosen for an interview. We’re always looking for skilled, compassionate and committed individuals to join our dynamic team in providing exceptional quality care.

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📌 Supervisor, Patient Access (Manitoba)
🏢 Scarborough Health Network
📍 Manitoba