Manager, Client Care and Operations (Hybrid Model)

at  VHA Home HealthCare

VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they do. Our providers tell us: “Home care is where I can truly make a difference. There is such a sense of accomplishment from helping people live independently at home.” Our teams work together to provide high quality, client-centered care to those who need it most in their homes, schools, retirement homes and other community settings. Many of our team members manage their own schedules in the community and they say, “The freedom and flexibility can’t be beat.” Providers form meaningful bonds with the clients and families they serve over time and are supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at home.” View more comments from VHA clients and their family members.

REQUIRED QUALIFICATIONS:

• Graduate of a recognized university program
• Current certificate of competence in a regulated health profession
• Advanced knowledge of personal support, nursing and rehab therapy service delivery in the Community Health Care Sector with ideally 5 years of progressive management experience
• Superior knowledge of clinical service processes and current health care and related issues
• Extensive knowledge of community programs and resources
• Established reputation in community based health care
• Strong team building and staff development capabilities
• Ability to develop and work with a budget
• Knowledge of CQI processes
• Skills and experience in customer service techniques such as de-escalation and dispute resolution
• Demonstrated ability to lead program development and implementation.
• Superior writing skills
• Excellent interpersonal skills
• Strong planning; prioritizing, problem solving and project management skills
• Good computer skills and technology knowledge including word processing and spreadsheet applications
• Demonstrated interest in professional self-development and maintenance of membership in the appropriate professional association(s) and respective College

WHAT WILL BE YOUR ROLE?

The purpose of the Manager, Client Care and Operations role is to ensure the delivery of high quality multidisciplinary services in one or more defined geographic areas of operations. Areas of focus include client experience, staff and provider experience, clinical oversight, quality/performance indicators, and training and development, within budgetary guidelines established by the Regional Director. This role includes monitoring operations relating to all aspects of service delivery, human resources and ensures that all activities are conducted within VHA’s policies, procedures and standards of confidentiality. This role also acts as liaison between VHA, its funders and the community, and functions as a member of VHA’s management team.