St. Michael’s Hospital neurosurgery clinic receives high volumes of patient appointments for the 9 neurosurgery physician offices as well as head injury clinic physicians. The neurosurgery team prepare, care for and follow up with patients and their families providing high-specialized services both before surgery and continuing to follow the patient after their surgery and as their diagnosis progresses.

Responsibilities

Operations Management

• Monitor and provides feedback on day-to-day operations and responds to requests, including, following-up and investigating service-gaps or patient concerns;
• Ensures adequate staffing and have all required equipment/products/supplies at their disposal, duty lists/work assignment outline, and are performing respective work activities as scheduled and as per area requirements;
• Introduces and implements new, redesigned, and/or elimination of work assignments;
• Plans, organizes, assigns and monitors user requested activities, and ensures completion of same;
• Participates and leads monthly meetings with respective stakeholders, departmental meetings, workgroups or committees, and/or meetings which may impact operations and/or support department or corporate initiatives;
• Provides direction/leadership to the team as a coach and mentor; defines accountabilities while directing and supporting the achievement of performance goals, within functional area of responsibility;
• Develops and executes strategies to build and foster an effective team environment and a culture built on respect, trust, wellbeing and lifelong learning for staff, ensuing appropriate systems are in place to facilitate succession planning and appropriate management of vacancy;
• Analyze existing processes, identify gaps, and lead initiatives to improve operational performance
• Uses Microsoft application, hospital programs and other relevant program to type and develop correspondence and other relevant documentation, including letters, memos, reports, invoices, abstracts, etc., often of a confidential nature to support the activities of the manager and the department;

Patient Flow

• Identify, provide and implement recommendations for improvement of more efficient patient flow through neurosurgery clinic
• Responds to escalated/complex issues in person, telephone and/or email;
• Liaise with multiple stakeholders including: clericals, physician assistants, residents, fellows, physicians, nurses, health discipline staff, etc. to ensure the patient flow through the clinic and to other units is seamless and effective.
• Appropriate identification, reporting and response to patient or colleagues concerns regarding issues around patient flow.

Human Resources

• Provides input to the department manager on staff performance reviews, on an quarterly basis and/or as required to ensure excellence in the provision of work activities;
• Provides reports to manager regarding employees reliability and performance.
• Implements appropriate systems to support the delivery of the day to day functional activities of the team;
• Works with the manager to build and foster an effective team environment and a culture built on respect, trust, wellbeing and lifelong learning for staff;
• Ensuring appropriate systems/interim coverage are in place for the management of vacancies and short-term/long-term absences to provide continued full functioning of the department;
• Collaborates with the Manager on recruitment efforts for vacant positions, which may include resume screening, participating in interview panels and selecting candidates, to ensure the team possesses the required technical and other relevant skills to contribute to the success of the department;
• In conjunction with the manager, participates in the performance management of staff, which may include gathering relevant information around incidents/complaints/concerns, providing feedback directly to staff, taking part in investigations, providing input on corrective action(s), issuing non-disciplinary and disciplinary letters, and supporting the creation/implementation/follow up of any learning plans or performance improvement plans as required)

Qualifications:

• Graduate of a recognized Secretarial Arts/Administration Assistant program or equivalent required
• Five years of related experience working in an fast pace environment required
• Two years previous experience in quality improvement preferred
• Two years previous Operations Leader experience or strong leadership skills preferred
• Strong knowledge of neurosurgery patient care needs and patient flow preferred
• Working knowledge of Microsoft Office applications required;
• Strong knowledge of departmental practices, procedures and standards required;
• Ability to work independently and prioritize workload in a fast paced environment
• Ability to work discretely with and protect confidential information required;
• Ability to use good judgement in assessing difficult situations required;
• Ability to produce high quality work in accordance with Hospital standards required.

Unity Health Toronto is committed to creating an accessible and inclusive organization. We strive to provide a recruitment process that is barrier-free and in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We understand that you may require an accommodation at any stage of the recruitment process. When you are contacted, please inform the Talent Acquisition Specialist and we will work with you to meet your accommodation needs. We want to emphasize that all accommodation requests are handled with the utmost confidentiality, respecting your privacy and dignity.