Healthcare Risk Manager

  • Home and Community Care Support Services Toronto Central
  • Jan 11, 2022
Full time Manager

Job Description

Toronto Central

Healthcare Risk Manager

Full-time, temporary position (approximately 12 months)

At Home and Community Care Support Services Toronto Central, by providing an accessible workplace, we want all of our employees to feel valued, appreciated, and free to be who they are at work. That is why we are intentionally committed to diversity and inclusion by providing an accessible and inclusive workplace for all persons. We are strongly committed to include Black, Indigenous, visible minorities, Francophone, 2SLGBTQ+ persons, neurodiversity, women, national origin, ancestry, disability status, age, marital status, pregnancy, citizenship, all faiths, or any other aspect, which makes them unique, through recognizing each applicant through anti-racism and anti-oppressive practices to ensure equitable opportunity.


Reporting to the Interim Director, Risk and Safety, the Healthcare Risk Manager is responsible for the management and operationalization of activities and improvement initiatives related to enterprise risk, client relations, client safety, ethics and emergency preparedness toward our goals for improving the client and caregiver experience and driving excellence in care and service delivery. 


  • Develops, manages and implements strategies, frameworks, and processes related to risk management systems, client safety and experience, including the overall management, integration, implementation, monitoring, evaluation, and reporting of enterprise risks, patient safety and patient relations programs.
  • Leads, coaches and builds organizational capacity towards a risk, patient safety and experience improvement culture in alignment with the overall corporate business objectives.
  • Day-to-day management of staff providing the risk management system, client relations and safety functions of the team. 
  • Manages the team, including hiring, orienting and training of staff, determination of performance standards and conduct of performance reviews, and managing a broad range of employee relations matters.
  • Works with leaders to assess and identify risks/hazards, implements an effective risk management program, and conducts an annual review to measure the effectiveness and performance of the program. 
  • Acts as the liaison between legal counsel, insurers and the Agency.
  • Establishes and maintains a secure filing system for all proprietary information related to claims management.
  • Prepares a quarterly claims report. 
  • Leads organizational reporting of risk, patient relations, and safety events.
  • Leads, coordinates and facilitates all aspects of incident reviews/Quality of Care reviews, including the use of root cause analysis, failure mode effects analysis, constellation mapping, etc.
  • Ensures the development and implementation of recommendations arising from an incident/Quality of Care review.
  • Establishes and maintains a corporate compendium of action plans in response to an adverse event, including tracking the status and completion of recommendations arising from these reviews.
  • Coordinates communications with patients and families following an adverse event, in compliance with the corporate disclosure policies and procedures. 
  • Develops, and participates in, the data collection, preparation and dissemination of reports related to risk management, patient relations and patient safety.
  • Prepares customized risk, patient safety and complaints reports for departmental, corporate and Board-level oversight, decision-making and planning purposes, and as may be otherwise required.
  • In collaboration with the Director, develops a corporate education plan encompassing risk, patient safety and experience, emergency preparedness, and ethics in alignment with corporate organizational development plans and process requirements. 
  • Spearheads annual risk audit and reporting.
  • Participates on intra- and inter-agency committees to improve processes regarding client safety and emergency preparedness.
  • Leads the Emergency Preparedness Program, including the business continuity, and pandemic plans. 
  • Ensures Home and Community Care Support Services Toronto Central patient safety, patient experience, emergency preparedness and ethics programs activities are in alignment with legislative/Ministry and other standards as appropriate, e.g., Accreditation, Public Health, etc. 
  • Remains current on relevant legislation, regulations, standards, and common law, and can effectively collaborate with Ministry and other stakeholders. 
  • Is responsible for proactive departmental policy and procedure development and revisions to meet regulatory and safety requirements.
  • Promotes and supports use of the Ethical Framework across the organization.
  • Models the principles of diversity and inclusion, communicating and reinforcing these principles with staff.
  • Performs other duties, as required.



  • Regulated Health Professional Undergraduate degree.
  • Master’s degree in Nursing, Leadership, Health Administration and/or another relevant program of studies, or equivalent education and experience. 
  • Healthcare Risk Management Certification is considered an asset. 
  • Patient Safety and/or Patient Experience Certification/program completion is considered an asset.


  • A minimum of 5-7 years of progressive professional management/leadership experience.
  • A passion for client experience and a strong customer service orientation.
  • Previous experience in healthcare risk management, patient experience and safety risk mitigation and management.
  • Knowledge of healthcare business strategies, objectives, business priorities and related communication priorities and requirements.
  • In-depth understanding of legislative framework (e.g. Home Care and Community Services Act, Health Care Consent Act, Substitute Decisions Act, Emergency Management).
  • In-depth knowledge of the healthcare system and service delivery models used in the community. 
  • Familiarity with emergency preparedness, incident management, and pandemic planning in Ontario.
  • Superior ability to communicate effectively, both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on the client and caregiver needs and experience.
  • Experience managing client relations and expectations. 
  • Demonstrated knowledge of client relations and complaints management best practices.
  • Knowledge of risk and insurance management in a healthcare setting is preferred.
  • Leadership experience in managing and coaching staff and working with diverse teams.
  • Proven experience in relationship management, facilitation, negotiation and problem-solving.
  • Ability to lead, participate in, and facilitate inter-disciplinary groups in a collaborative environment.
  • Demonstrated superior presentation skills.
  • Demonstrated analytical, problem-solving and conflict resolution skills.
  • Thorough understanding of measurement, performance, trending, and reporting.
  • Computer skills and the ability to use a variety of software programs (including MS Office Word, Excel, PowerPoint, etc.).
  • Bilingual (French and English) oral and written communications skills are an asset.
  • Demonstrated organizational skills and ability to collaborate, prioritize workload and work under time pressures to meet deadlines.
  • Demonstrated knowledge of healthcare system issues and functions. 
  • Exceptional communication, interpersonal, innovative leadership and systems improvement skills.

Location: While the office is located at 250 Dundas St W, Toronto, ON, the opportunity currently exists to primarily work remotely


If this challenging and rewarding opportunity appeals to you, please apply on our website .

For more information on Home and Community Care Support Services Toronto Central, visit

Home and Community Care Support Services Toronto Central is committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise Human Resources during the recruitment process.

Job Category



Toronto, ON