Job Description

The Manager, Patient Access Operations reports to the Director, Patient Access, Logistics and Central Intake and is accountable for providing strategic leadership and oversight. The incumbent is responsible for the management of day-to-day operations and is responsible for supporting the development of high-performance teams, ensuring the delivery of high-quality service to client departments, patients and families, and a healthy work environment for staff, physicians, and volunteers. The Manager brings a high level of operational expertise and leadership skills to a diverse team. Collaboration with other departmental and hospital staff and leaders is a key success factor for the Manager role.

What must you have?

- Baccalaureate degree in Healthcare Administration or a related discipline, completed or currently in progress or equivalent work experience.
- CHIM or HICA designation required within 6 months of hire.
- A minimum of 3 years direct supervisory experience in a healthcare setting, required.

Program Management

- Plans, coordinates, and monitors the effectiveness of all operational activities within the portfolio.
- Responsible for the day-to-day operations and activities of the departments.
- Responsible for the appropriate liaison with medical staff, government, legal agencies, and the public.
- Administers the quality assurance program for their portfolio.
- Facilitates continuous quality improvement initiatives.
- Establishes and maintains effective relationships with hospital stakeholders.
- Facilitates changes within the department to enhance delivery of services.




- Establishes and implements industry standards to achieve business goals.
- Provides active leadership and participation on relevant hospital committees, working groups, and industry forums in the healthcare environment.

Human Resource Management

- Recruits, coaches, mentors, evaluates, and manages the performance and development of staff.
- Ensures that current staff are oriented to the department and organization.
- Establishes performance expectations, both individual and team in alignment with portfolio.
- Responsible for ensuring that staff scheduling, work assignments, payroll and overall attendance management is effectively completed.
- Promotes and facilitates continuing educational opportunities for staff.
- Ensures a safe and effective working environment for staff.
- Establishes and maintains effective professional relationships within this department, with other departments.

Project Management, Committee Membership, Policies and Procedures

- Collaborates within portfolio and with partners to support implementation of initiatives.
- Ensures corporate standards, policies and procurement guidelines are adhered to with all projects.
- Coordinates education and training.
- Maintains and updates all policies and procedures in a centralized database.




- Actively participates in capital planning and relevant committees.

Financial

- Develops and monitors departmental budget.
- Identifies cost saving initiatives through internal development, contract services etc.
- Identifies capital expenditures on a multi-year review.
- Participates in the annual hospital budget preparation.

What else do you bring?

- Experience with patient access and health information management services preferred.
- Demonstrated understanding of patient access and health information management services.
- Strong supervisory skills with an ability to effectively lead a team and promote a culture of service excellence.
- Excellent interpersonal, communication, coaching, mentoring and team building skills that facilitates positive interactions.
- Ability to provide leadership, support and critical analysis in stressful and complex situations.
- Demonstrates a strong patient and customer focused philosophy in all interactions.
- Effective attendance and performance management skills with an ability to provide guidance to staff experiencing performance and/or attendance problems.
- Highly developed conflict resolution and problem-solving skills combined with robust analytical and critical thinking skills.
- Proactive and self-directed with an ability to work independently with minimal direction.
- Excellent time management skills with an ability to respond to priorities in a timely manner and delegate where appropriate.
- Demonstrates a commitment to professional development and learning.
- Demonstrates an understanding of continuous improvement principles and tools.

📌 Position Title Manager, Patient Access Operations (Vaughan)
🏢 Mackenzie Health
📍 Vaughan