Operations Manager

Job Title:            Operations Manager

Reports To:         FHO Lead Physician

Primary Function or Purpose of Job or Position

CVFHT is an Academic Family Health Team affiliated with Trillium Health Partners and the University of Toronto. It is an engaging inter-professional primary care team dedicated to continuous learning and excellence within primary care with a demonstrated track record of impactful quality improvement activities. It is a not-for-profit organization that receives funding from the Ministry of Health and Long-Term Care and provides primary health care services to over 14,000 patients in Mississauga. The CVFHT also has a mandate to provide French language primary care services to the Francophone community.

The Operations Manager is a member of the management team of the CVFHT and works in collaboration to oversee the daily clinic operations of the Credit Valley Family Health Team (CVFHT) to promote effective administrative support and maximize patient flow.

 Specific Duties or Responsibilities

Operations Manager is responsible to:

Operations Duties:

• Oversee the CVFHT clinic operations including any new initiatives;
• Liaise with physicians and provide analytical report to support Roster management in a timely manner
• Oversee and management of scheduling and template creation for Physicians, IHP’s, residents and clerks;
• Focus and plan on optimization of physician access, optimization of physician RAs and physician roster management;
• Coordinate and plan of specialty clinics and schedules;
• Work in a close consultation with the team to provide optimal patient care, resolve operational problems and develop operational policies and procedures as required;
• Coordinate staff scheduling and room assignments to maximise access, effective teaching supervision and minimise congestion;
• Review and approve biweekly staff timesheets for payroll and time off purpose for admin and nursing staff;
• Run and complete regular audits regarding errors and patient complaints, missed appointment charges;
• Oversee resident roster reports - track roster sizes and coordinate them. Set nw residents up and transfer rosters;
• Support the marketing and promotion of CVFHT services/recruitment of new patients through advertising; provide content for the website, connect with appropriate external stakeholders;
• Oversee and focus the optimization of physician access, optimization of physician RAs and physician roster management;
• Be the Blue Cross contact person (IFH and National Defense) - process forms and track payments;
• Out of Province (process forms, track and process payments)

Human Resource Duties:

• Support the hiring, and oversee trainings, scheduling, coverage, and supervision, delegation of tasks and performance management of unit assistants, referrals clerks, clinic assistants and nursing staff;
• Conduct regular performance appraisals of direct reports, provide ongoing coaching and feedback;

QI duties:

• Participate or delegate to appropriate support staff quality improvement activities especially with administrative processes and where EMR reports are required;
• Engage in quality improvement activities to improve access efficiencies and customer service;
• Oversee data management – support of creating queries and collecting data

IT resource duties:

• Oversee and delegate software and technical support

Collaborative Duties:

• Work closely with Finance Manager, HR Manager, Executive Director and Lead Physicians to ensure effective resource utilization, human resource deployment and cost control for areas of responsibility;
• Work in a close consultation with all teams to provide optimal patient care, resolve operational problems and develop operational policies and procedures as required;
• Calculate and track and supply reports on physician’s units for payroll
• Act as a link between the FHT, FHO and OHIP
• Optimization of physician access, optimization of physician RAs and physician roster management

Other duties as assigned by the FHO lead physician.

Job Requirements:

• Bachelor’s degree preferred, a combination of education and experience will be considered;
• Five (5) years of relevant work experience with at least three (3) years to people management experience;
• Healthcare experience required;
• Strong knowledge about Family Health Organization (FHO) structure and capitation-based physician practice model required;
• Advanced MS Office skills - Outlook, Word, Excel and Power Point – required;
• Ability to effectively delegate task to ensure optimal team performance;
• Strong problem solving and communication skills both oral and written;
• Superior analytical and organizational skills;
• Excellent organizational skills with the ability to prioritize and respond to changing needs with minimal supervision;
• Ability to use an Electronic Medical Record – preferably QHR’s Accuro.

Experience/Requirements:

• Medical office management – prior experience in medical reception
• Staff supervision, coaching, training, and motivation

Additional Skills/Abilities:

• Demonstrated commitment to supporting an effective, efficient patient flow process;
• Demonstrated understanding of quality improvement systems as they relate to the various physician service roles and office practice;
• Demonstrated ability to communicate clearly, resolve conflict, collaborate effectively and think strategically.

In addition, the incumbent will have a working knowledge of:

• Ontario Health Care System;
• General office policies and procedures including, but not limited to, financial policies, Freedom of Information and Privacy, human resources and expense claims systems;
• Diverse interests of multiple stakeholders

Regular Principal Contacts

• Clinical Staff                   
• Physicians and Residents
• Administrative Staff
• Patients and family
• Nursing Staff

CVFHT Provides competitive salary and benefit including pension plan (HOOPP), extended health plan, dental plan and many more. 

To apply for this vacancy please submit a resume with cover letter via email at HR.CVFHT@thp.ca

In accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, Credit Valley Family Health Team will provide accommodation throughout the recruitment and selection process. If you require accommodation, we will work with you to meet your needs to ensure your equal participation.

All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.