JOB DESCRIPTION

The retina clinic at St. Michael¿s hospital is one of the busiest clinics in the hospital with upwards 300 patient visits each day. The department is comprised of medical secretaries and ophthalmic assistants who support a group of retinal surgeons and fellows. The operations leader reports to the CLM and is responsible for supporting the daily operations of the retina clinic and operations of each of the retinal offices. The operations leader also supports hiring, onboarding and training new medical secretaries and ophthalmic assistants.

The operations leader role is a leadership role and the ideal candidate has experience in people management, leading quality improvement projects and proven success in process improvement. The role requires a high degree of independence and self-motivation, but also strong communication skills and the ability to collaborate with others, including clinic staff, the other operations leader, the ophthalmologists, the chief of ophthalmology, and other key stakeholders throughout the organization.

DUTIES & RESPONSIBILITIES:

• Coordinates the daily operations of the retina clinic and the medical secretaries and ophthalmic assistants within ophthalmology in collaboration with each office and respective physician
• Coordinates staff schedules and coverage plans when staff call in sick or are on vacation
• Reviews performance dashboards to aid in coordinating daily work flow activities, including re-assignment of duties based on departmental needs
• Reviews and monitors data quality reports to help identify issues and develop solutions to improve service
• Reviews operations on a regular basis and develops process improvements that will facilitate better service to patients and stakeholders
• Implements process improvement initiatives
• Provides ongoing support to the team through daily huddles
• Co-Leads departmental staff meetings
• Develops stakeholder feedback tools and monitor results
• Works closely with the Manager and collaborates with other leaders in Ophthalmology to recommend and implement innovative solutions
• Creates and approves clerical staff schedules, including vacation requests
• Addresses staff concerns and assist staff in resolving issues
• Collaborates with the manager on conflict resolution, performance and training needs
• Covers the other operations leader when they are on vacation or off sick
• Ensures that departmental activities are compliant with applicable collective agreements
• Other duties as required

QUALIFICATIONS:

• Must have completed a Diploma in Business/Health Administration, or equivalent experience
• Must have completed a Medical Terminology Certificate
• Minimum 5 years¿ experience in Administration and Customer Service required, leadership/supervisory experience preferred
• Minimum 1-5 years experience in Ophthalmology required (preferably in surgical retina)
• Project management experience required
• Knowledge of Hospital Information Systems such as Soarian Scheduling, PACS, Merge, ADT and other electronic medical records
• Demonstrated ability in facilitating team building and customer service
• Demonstrated ability to resolve issues and work in a stressful environment
• Demonstrated ability to work with staff at all levels
• Strong interpersonal skills and conflict management skills
• Strong organizational skills with the ability to effectively set work priorities and work without supervision
• Effective communication skills, both oral and written
• Strong IT background
• Knowledge of registration/scheduling
• Knowledge of Pertinent legislation (PHIPA, Public Hospital¿s Act)
• Knowledge of applicable collective agreements (LiUNA and CUPE clerical), preferred
• Knowledge of continuous quality improvement process improvement
• Demonstrated excellent attendance record

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.