Manager of Quality, Risk and Performance Improvement

Job Description

With a focus on the client and caregiver experience and engagement, The Manager will work closely with internal and external stakeholders to support performance reporting to our funders, oversee the event reporting process, and advance the spread of quality improvement and evaluation methodology in order to improve and support the delivery of safe, high quality, effective, efficient and fiscally responsible care and services.

We are looking for: A Full-Time Permanent Manager, Quality, Risk and Performance Improvement

Hours of Work: Monday – Thursday: 8:30AM to 4:30PM, Friday: 8:30AM to 3:30PM. This is a hybrid work from home role. On-Call is required.

Reports to: Director, Quality and Performance Improvement

Compensation

Hiring Salary Range: The salary for this role ranges from $80,000 to $95,000 per year, depending on your skills and experience.

On top of a competitive base salary, we support rest and overall wellness through generous paid time off for vacation, personal and sick days.

Circle of Care Benefits:

Hybrid Environment: This is a hybrid position, with a mix of 3 in-office work and 2 work-from-home days, offering a balanced hybrid schedule. Our main office at 4211 Yonge Street has subsidized underground parking and is located conveniently on the subway line and GO transit.

Health and Dental Benefits: A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life.

Retirement Savings Plan: As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions.

Learning and Development: We support your continued growth and learning through paid training and professional development opportunities throughout your career.

Responsibilities

Quality Improvement

• Works in partnership with all Client Services Managers to shape a culture of quality improvement and client and staff safety within Circle of Care (CoC)
• Champions quality across the continuum of care and provides expert advice to CoC colleagues and system partners
• Supports the implementation and execution of the evolution of CofC’s client and caregiver engagement.
• Drives the continuous improvement of client experience measurement and organizational reporting of results
• In partnership with the Director of Quality, Risk, and Performance Improvement supports implementation of the organization’s quality measurement and evaluation framework, along with program evaluation cycles that continuously improve Circle of Care’s capability and capacity to deliver quality care to its target populations
• Collaborates with internal leaders to identify and supports quality and process improvement activities, including opportunities for innovation through technology enhancement and best practice approaches, to meet and exceed department and organizational goals
• Collaborates with all levels of Circle of Care teams across different departments to ensure employees have the essential tools, skills, and support to consistently deliver high-quality services

Risk Management and Client Safety

• In collaboration with internal colleagues, stakeholders, and partners, supports the continuous improvement of the organization’s risk event processes
• Conducts client risk event analysis and quality improvement action planning, to reduce or prevent similar events from recurring
• Supports the Director of Quality, Risk, and Performance Improvement in quality and client safety reporting to the Board of Directors and Senior Management Team

Leadership

• Creates a climate of continuous improvement and creativity aimed at systemic change with internal and external partners.
• Develops and sustains a workplace culture that embodies open and transparent communication, a person-centered focus, learning and innovation, accountability for achievement, teamwork, and respect.
• Supports the performance management process, including the creation of professional development plans for direct reports to build their core competencies and personal effectiveness; delivers annual performance appraisals supported by regular coaching sessions.
• Celebrates team success by taking opportunities to express positive expectations of others and supports the implementation of employee recognition and rewards programs.
• Promotes team effectiveness, and proactively addresses morale, cooperation, and productivity issues.
• Deals with employee relations issues based on a sound understanding of good management practices, organizational employees, and the collective agreement, as it pertains to unionized caregivers.

Management of Relationships with Internal Partners

• Works with other departments to achieve organizational goals and objectives through problem-solving, collaboration, and mutual understanding.
• Leads and / or participates on cross-functional project teams to lend skills, professional knowledge, and expertise.

Organizational Effectiveness

• Acts as a change agent to effectively manage change and transformation in a complex healthcare environment
• Cultivates an environment that attracts and retains exceptional people, and supports life-long learning
• Ensure recruitment, performance evaluation, coaching, discipline, and termination, where necessary, are according to Human Resources policy and within the context of the collective agreement.
• Leads regular department meetings to set goals and objectives, monitors department performance, and effectively engages teams to achieve success.
• Holds staff accountable to standards of performance, including conducting annual performance appraisals that support staff in establishing and attaining performance goals.
• Manages attendance according to policy.
• Ensures that staff orientation, learning and development plans are according to Circle of Care’s policies, procedures, and guidelines.
• Ensures the effective and efficient distribution and utilization of department members based on the established productivity levels, program goals and guidelines.

Risk, Health and Safety Management

• Identifying and reporting health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders
• Participating in health and safety processes and procedures
• Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being
• Participating in all health and safety training initiatives on a regular basis
• Taking proactive action against client incidents within your scope of practice
• Being actively involved in the improvement of the reporting system to prevent future reoccurrences
• Developing a plan to identify, manage and/or minimize client safety risks or situations in adherence with risk management operations policies
• Facilitating the planning discussion in the preparation stage prior to disclosure, with the goal of enabling a supportive and effective conversation.
• Promoting a culture of safety by being responsible for encouraging blame-free reporting.
• Investigating adverse events by performing a root cause analysis and gathering all relevant information as it pertains to the event.

Qualifications

• University degree in Social Sciences, Health Care, Business Administration or related field; a Master’s degree is an asset (or equivalent combination of education and experience);
• Five (5) to seven (7) years of experience at mid-senior levels at an Ontario health care organization (hospital, HCCSS, Community Health Centre, etc.) preferred
• Knowledge of the Ontario health care system and related legislation
• Exceptional project management skills to effectively lead a project team to achieve critical project milestones using a formal project management approach
• Practical experience in areas such as program planning, user-experience design etc.
• Functional understanding of strategy, operations, performance measurement, and quality improvement
• Ability to demonstrate experience in data analysis and/or statistics is required
• Demonstrated knowledge, experience, and success in applying quality improvement methodologies
• Strong understanding of the health care system and community sector across the continuum of care
• Superior communication, interpersonal and facilitation skills to work with a variety of stakeholders and senior leaders across the health continuum
• Excellent negotiation, conflict resolution, and consensus building skills
• Adept in the use of MS Office applications (e.g., Word, Excel, Outlook, PowerPoint, etc.)
• Experience with project management software and tools (e.g., Visio, SharePoint, Gantt Charts, etc.)
• Flexible, adaptable, and responsive to change
• Self-directed with an ability to organize, plan, prioritize, and multi-task
• Demonstrated critical thinking
• Negotiation and conflict resolution skills
• Ability to build and foster internal and external partnerships
• Detail-oriented

Additional information

Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach their potential. Circle of Care seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.

We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance.

We thank you for your interest in Circle of Care. We welcome you to apply for this role, even if you do not meet every requirement listed. Circle of Care may use artificial intelligence (AI) through third-party platforms, to assist in parts of the recruitment and/or selection process. Only applicants who are selected for an interview will be contacted.

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