Patient Services Manager

  • Erie St. Clair Local Health Integration Network
  • Jun 19, 2020
Full time Manager

Job Description

JOB POSTING - LHIN 018/20 - PATIENT SERVICES MANAGER - Full-time Management (Non Union) - Erie St. Clair Region (Chatham-Kent, Sarnia-Lambton or Windsor-Essex Sites)


The Erie St. Clair Local Health Integration Networks (LHIN) is responsible for overseeing the delivery of home care services in the region. 

The Erie St. Clair LHIN has a need for a Patient Services Manager as described below. The Erie St. Clair LHIN is committed to providing healthcare in a manner that supports patient and family centered care. Applicants are required to have a demonstrated understanding and commitment to this care philosophy. This position understands expectations around the quality and safety frameworks and participates in quality initiatives, gathering and analyzing information as required with a focus on the Heath Quality Ontario’s 6 quality dimensions. This position also requires a high degree of attention to detail and excellent time management skills. Preference will be given to candidates who are proficient in both official languages. The position may be located at any three of our sites (Chatham, Sarnia or Windsor) within the ESC LHIN and will be supporting home and community care deliverables in collaboration with our hospital partners. The Patient Services Manager may be required to work virtually and in office based on the needs of the organization. Travel is required between the sites of the ESC LHIN.

LHIN 018/20 Patient Services Manager

STARTING DATE:     As soon as possible

POSITION STATUS: Permanent Full-Time

HOURS OF WORK:  37.5 hours per week (Flexible hours)

SALARY RANGE:     Commensurate with qualifications and experience


Reporting to the Director, Home and Community Care, the Patient Services Manager is responsible for the quality of patient services carried out through the supervision of care coordinators, planning and implementation of organizational initiatives, supporting quality improvement measures and promoting a focus on patient centered care. Other areas of responsibility include staff development and mentorship, program development and leadership, and ensuring effective and consistent application of policies and procedures in all of the three site locations. The Patient Services Manager will represent the ESC LHIN at various committees, meetings and events; will foster and develop relationships to promote the ESC LHIN within these communities, nurture intra-agency relationships and integration activities to promote an environment of collaboration, innovation, and the advancement of patient services and organizational endeavors.


  • Select, orient, educate, and provide overall supervision and mentorship of assigned Home and Community Care employees including patient service assistants and care coordinators including performance management, coaching, and exercising progressive disciplinary measures when necessary
  • Ensure staff access and utilization of all available resources to maximize efficiency in the provision of service to patients including information and referral, assessment and linkage/access to community services and residential options
  • Act as a resource to staff and assist care coordinators in problem solving, ethical dilemmas and dealing with complaints/concerns to facilitate the best possible resolution
  • Assist staff in change initiatives such as automation, reform measure implementations, and service provider transitions, etc.
  • Work with colleagues to review and assign appropriate workload and adjust staffing to ensure efficient Home and Community Care operations
  • Identify key elements for the success of the care coordinators in their job responsibilities and provide education and support in the development of identified core competencies
  • Promote care coordinator effectiveness by participating in care conferences and other patient focused supports (e.g. LTCH processes, hospital complex discharge rounds, ALC rounds, etc.) supporting all activities related to patient access and flow in collaboration with hospital and community partners.
  • Foster ongoing development and education of staff, including identifying individual staff learning needs and recommending educational learning paths
  • Take a proactive approach to promoting positive morale
  • Utilize conflict resolution techniques when required including crucial conversations.
  • Escalate appropriate organization or individual issues when required
  • Implement reform initiatives and support staff while endorsing a flexible approach within the fast paced work environment
  • Be an effective and active participant in business process analysis and change management initiatives
  • Promote constructive and collaborative working relationships through professionalism and positive promotion of the LHIN internally and externally
  • Maintain current knowledge of all relevant legislation
  • Regularly review management reports for a variety of purposes including assisting in data integrity adherence, resource allocation strategies, case costing analysis, supply and equipment usage, service utilization trending and analysis, and market allocation compliance
  • Interpret and explain LHIN services and community supports to patients, family members, physicians, and the general public
  • Contribute to the development and utilization of performance measurement and monitoring systems for areas of responsibility and for the organization
  • Carry out work in a spirit of collaboration and harmony with all staff and management group, respecting the unique role of each position and creating opportunities for effective interface between functional entities
  • Interpretation and application of the ONA and CUPE collective agreement
  • Health and Safety responsibilities as set out in Occupational Health and Safety Framework Policy
  • On-call duties related to area of responsibility
  • Travel may be required between the three sites of the Erie St. Clair LHIN
  • Other duties as assigned


  •  Graduate of an accredited university with a degree in nursing, health care, business, or other related field
  • Master’s Degree an asset
  • A minimum of 2 years managerial experience with demonstrated ability in effective leadership and use of interpersonal skills
  • Possess strong critical thinking skills with a positive solution focus
  • Experience in a unionized healthcare and community care environment is an asset
  • Current certification as a regulated health professional in Ontario is an asset
  • Training and/or certification in Lean Six Sigma and project management would be considered beneficial
  • Excellent listening skills and an adaptive style of managing
  • Excellent written and oral communication skills. Proficiency in French language is an asset
  • Must be able to manage virtual teams
  • Must have demonstrated competency in the use of computer software systems particularly the use of Microsoft Office suite and digital health care systems

To Apply:

Please submit your cover letter and resume no later than 4:30 PM, June 29, 2020 TO:

Please include the reference “LHIN 018/20 Patient Services Manager” and indicate your preferred site in your e-mail subject line.

By submitting an application, applicants are consenting to the sharing of their personal information with individuals from the ESC LHIN who are participating in the selection process.

The Erie St. Clair LHIN is an equal opportunity employer. Individuals with a disability requiring accommodation during the application and/or the interview process should advise the recruitment contact so arrangements can be made.

We thank all applicants for their interest, but advise that only those selected for an interview will be contacted.

Job Category



Erie St. Clair - Region - Chatham, Sarnia or Windsor, Ontario