Operations Leader Patient Registration (Job Id 17372)

Job title: Operations Leader Patient Registration

Job ID: 17372

Site: CA:ON:Toronto:St. Michael's Hospital

Category: Management

Work type: Full-Time Permanent

Date posted: October 14, 2026

Salary range:

Shift/ hours of work:

Description

Reporting to the Manager of Patient Registration at Unity Health Toronto, the Operations Leader for Patient Registration at St. Michael’s Hospital (SMH) provides day-to-day operational leadership and is the first level of management for operational issues. The role supports effective registration, admitting and booking services, quality standards and patient experience. The position requires a visible, consistent on-site leadership presence, including routine in-person rounding across assigned work areas throughout the day. Responsibilities include staff supervision, scheduling, weekday sick-call coverage, assigned after-hours, weekend and statutory holiday on-call duties, and planned downtime support on night shifts and weekends. The Operations Leader supports recruitment, onboarding, coaching, performance management, data quality and resource planning; monitors department performance; and leads local quality and process improvement initiatives. Cross-site operational coverage may be assigned within the role's scope, with the services, responsibilities and coverage periods communicated by the Manager.

MAJOR RESPONSIBILITIES

- Weekday sick-call coverage is a regular responsibility, including calls received before the day shift, in the evening and overnight during assigned coverage periods. On-call requirements are not limited to weekdays. Weekend and statutory holiday coverage is also required as needed.




- Co-ordinate front-line clerical operations and respond to individual and team needs, as they arise
- Coordinate registration, admitting and booking operations; assign and reprioritize work according to patient needs, service demands, staff competencies and established departmental targets.
- Maintain schedules, review staffing levels and actively monitor staff attendance, punctuality and timekeeping, including clock-in and clock-out records, late arrivals, early departures, missed punches, unexpected absences and other attendance discrepancies. Follow up promptly and ensure attendance, scheduling and payroll-related records are accurate and appropriately documented.
- Maintain a visible and consistent on-site leadership presence. Conduct a minimum of three in-person rounds each working day - morning, lunch/midday and afternoon - across assigned work areas to confirm staff presence and punctuality, assess workload and break coverage, identify operational or patient-flow concerns, and provide direct staff support. Follow up on issues identified during rounds and elevate significant concerns as required.
- Arrange replacement coverage using the applicable collective agreements, call-in order, staffing guidelines and approved scheduling procedures. Reassign available staff where appropriate and within their training and authorized duties.




- Approve staffing changes and overtime only within delegated authority; obtain required approvals and elevate decisions outside that authority.
- Assess unresolved staffing gaps, implement authorized interim measures, notify affected service leaders and elevate risks promptly. Continue coordination until the issue is resolved or formally handed over.
- Coordinate supplies, inventory and procurement within approved limits; organize meetings, maintain action records and follow up on assigned deliverables.
- Provide transparent daily direction, explain performance expectations and monitor compliance with registration, booking and admitting procedures through regular in-person presence, direct observation and staff engagement. Address concerns consistently and document follow-up.
- Participate in recruitment, interviews, selection and onboarding with the Manager and Human Resources. Plan and deliver orientation, retraining and competency assessments.
- Provide coaching, recognition and performance feedback; contribute to performance appraisals and individual development plans. Facilitate team huddles and departmental meetings.
- Assess and document performance or conduct concerns; participate in fact-finding and initial progressive discipline within delegated authority and in consultation with the Manager and Human Resources. Refer accommodation and protected-leave matters through the appropriate process.
- Apply collective agreements, organizational policies and staffing rules consistently. Monitor completion of required occupational health, safety and learning requirements and follow up on outstanding items.
- Report and investigate incidents within assigned authority, implemen

📌 Operations Leader Patient Registration (Toronto)
🏢 St. Michael's Hospital
📍 Toronto