Manager, Operations Service Integration

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-centred 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 our clients and their family members.

Key skills, experience and behaviors required for this position:

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
• Minimum 5 years of experience in operations management, preferably within a healthcare or community services environment.
• Proven track record of identifying and implementing process improvements.
• Strong leadership skills with experience in mentoring and developing teams.
• Excellent analytical and problem-solving abilities.
• Effective communication and interpersonal skills, with the ability to collaborate across teams and levels.
• Proficiency in operational performance tools, data analysis, and workflow optimization systems

KEY AREAS OF ACCOUNTABILITY:

• Lead the day-to-day operations of IC&CC teams, ensuring efficient processes and high-quality service delivery.
• Oversee and manage the IC&CC part-time coordination pool, full-time nursing and rehab coordinators, Emergency Response Team (ERT), Team Assistants, Team Leads and Intake & Information Management Specialists (IIMS).
• Identify opportunities for operational improvements and implement strategies to enhance efficiency, reduce waste, and optimize resource utilization.
• Monitor key performance indicators (KPIs) for operational teams and leverage data to identify trends, gaps, and improvement opportunities.
• Develop and oversee performance improvement plans in collaboration with team members and leadership.
• Provides guidance and support to IC&CC Managers in interpreting operational data and leveraging insights to enhance team performance.
• Provide coaching and support to ensure team members are equipped to meet evolving operational demands.
• Act as a change agent, championing new technologies, methods, and initiatives that improve operational effectiveness.
• Assist in budget planning and resource allocation to ensure operational goals are met within financial constraints.
• Supports the delivery and coordination of training programs for internal systems and processes by collaborating with the Director and the Learning and Development Specialist. Leverages established learning strategies, curriculum design, and content development to ensure team members have the resources and knowledge needed to perform their roles effectively.

Key skills, experience and behaviors required for this position:

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
• Minimum 5 years of experience in operations management, preferably within a healthcare or community services environment.
• Proven track record of identifying and implementing process improvements.
• Strong leadership skills with experience in mentoring and developing teams.
• Excellent analytical and problem-solving abilities.
• Effective communication and interpersonal skills, with the ability to collaborate across teams and levels.
• Proficiency in operational performance tools, data analysis, and workflow optimization systems.