Program Specialist - Central Intake

Job Description

The Program Specialist, Central Intake – Diagnostic Imaging provides specialized program, project, and educational leadership in support of Mackenzie Health’s Diagnostic Imaging (DI) Central Intake Hub. Reporting to the Manager, Central Intake – Diagnostic Imaging, this role is responsible for advancing standardized access workflows, supporting provincial and regional initiatives, and enabling effective adoption of coordinated access models across stakeholders.

The Program Specialist acts as a subject matter expert in coordinated access processes, referral pathways, and access performance. The role leads project implementation, develops education and training resources, supports change management, and contributes to system design and optimization. Working closely with frontline teams, clinical leaders, physicians, regional partners, and Ontario Health, the Program Specialist helps translate strategic direction into practical tools, workflows, and learning supports that improve access, equity, and system efficiency.

This role does not have direct reports but exercises significant influence through expertise, facilitation, and project leadership.

Contribute to safe, quality care by:

• Collaborate with physicians, clinical leaders, operational teams, and external partners to support adoption of coordinated access processes.
• Participate in regional and provincial working groups, communities of practice, and implementation forums as a subject matter resource.
• Support change management activities, including stakeholder engagement, communication planning, and readiness assessments.
• Gather and synthesize feedback from users and partners to inform program refinement and education needs.
• Design, develop, and deliver education and training materials related to coordinated access workflows, referral standards, and system tools for internal teams and referring providers.
• Support onboarding and ongoing competency development for Coordinated Access Administrators and other stakeholders.
• Translate provincial guidance, policies, and standards into clear, practical educational resources and job aids.
• Act as a resource for staff and providers on coordinated access principles, access criteria, and referral best practices.
• Lead and support coordinated access projects related to Diagnostic Imaging, including workflow redesign, intake standardization, triage criteria implementation, and system optimization.
• Develop detailed project plans, timelines, and deliverables, monitoring progress and escalating risks or issues to the Manager as required.
• Support the implementation of provincial and regional coordinated access initiatives, ensuring alignment with Ontario Health requirements and Mackenzie Health priorities.
• Contribute to business cases, operational planning documents, and implementation of readiness assessments.t
• Support the development, documentation, and maintenance of standardized operating procedures, workflows, and tools for the Coordinated Access Hub.
• Analyze referral, access, and workflow data to identify gaps, variation, and opportunities for improvement.
• Facilitate process improvement initiatives using quality improvement methodologies to enhance access, efficiency, and user experience.
• Support testing, evaluation, and refinement of new workflows prior to full implementation.

What must you have?

• Baccalaureate degree in Healthcare Administration or related discipline, required.
• Health Information Certified Associate (HICA) designation and membership in good standing with the Canadian Health Information Management Association (CHIMA), or, meets eligibility requirements and commits to obtaining the designation within 6 months of hire.
• Minimum 2 years of progressive experience in healthcare program support, project coordination, quality improvement, or system transformation roles

What else do you bring?

• Demonstrated experience supporting or leading projects related to access, referral management, diagnostic imaging, or ambulatory care pathways.
• Strong understanding of coordinated access models, referral workflows, and access-to-care challenges within the Ontario healthcare system.
• Proven ability to develop and deliver education, training, and change support materials for diverse audiences, including frontline staff and physicians.
• Experience working with health information systems, eReferral platforms, and data to support program implementation and improvement.
• Strong analytical, organizational, and problem-solving skills, with the ability to manage multiple projects concurrently.
• Excellent written and verbal communication skills, including experience preparing reports, presentations, and briefing materials for leadership and partners.
• Ability to work independently with minimal direction, while collaborating effectively with multidisciplinary teams.
• Demonstrated commitment to patient-centred care, equity, and continuous improvement.
• Proven attendance record.
• Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.

Preferably your profile also includes:

• Certification or formal training in leadership, quality improvement, change management, or project management is an asset.

* You may be required to work at all sites of Mackenzie Health.

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Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

Our hiring process does not involve the use of artificial intelligence (AI) to screen, assess or select applicants.

We thank all applicants for their interest; however, only those under consideration for an interview will be contacted.

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