Manager, Patient Care – Operations (Palliative Team)

Categories: Care.


We’re Seeking Exceptional People to Join Our Team

Mississauga Halton Community Care Access Centre (CCAC) is committed to providing outstanding care -every person, every day.  

As one of 14 CCACs across Ontario, our staff help patients plan and make informed choices about their health care options. To do this, they work in partnership with patients, families, care providers, hospitals, long-term care homes and others.  At the heart of our work is quality community care that focuses on meeting each patient’s best interests. Whether a job involves direct patient contact, supports those who interact with patients daily, or focuses on regional programming, we empower every employee to focus on our patients and their families.  As demand for Mississauga Halton CCAC services continues to rise, we have a strategic plan that positions us to successfully meet this challenge. Integral to this plan is having exceptional people in place.

For more information on Mississauga Halton CCAC please visit our website at

We are currently recruiting a Manager, Patient Care – Operations (Palliative Team)

Competition # FY1415-217
Date Posted: March 31, 2015
Start Date: Immediately         
Reports to: Director, Patient Care
Category: Permanent Full Time
Primary assigned location: 2655 North Sheridan Way, Suite 140, Mississauga, ON


Reporting to the Director, Patient Care, the Manager, Patient Care – Operations is responsible for palliative care programming and clinical operations, ensuring that palliative team resources (including human, financial and other infrastructure supports) are effectively leveraged to enable exceptional quality care and outcomes for patients. In addition to stewarding internal resources and working closely with Mississauga Halton CCAC employees, a key focus of the role is maintaining and expanding collaborative relationships and processes with patients, family members, contracted service providers, other health system partners, and Mississauga Halton CCAC employees. The incumbent will have an exciting opportunity to work closely with organizations and individuals who comprise Mississauga Halton’s continuum of care for patients with palliative needs.  Palliative care has been identified as a provincial and regional priority, and the role will collaborate with partners across our region to address service gaps in our system, and improve patient/caregiver experience and patient outcomes. 

Key accountabilities of this position include:

Patient Care Delivery

  • Manages and monitors access to, and delivery of, quality community care through members of their Patient Care team
  • Participates in developing, implementing, managing, and evaluating evidence- based patient care delivery models and tools to support front line practice
  • Reviews occurrence reports and provides final response, recommendations and resolution
  • Researches critical care and/or operational delivery issues and recommends and implements changes to patient care as needed
  • Regularly monitors, analyzes and acts upon the full range of patient-related performance indicators as identified by senior Patient Care leadership
  • Manages complex and difficult patient issues and complaints when escalated by team members
  • Identifies, builds, maintains, and evaluates effective relationships with assigned regional health and social service agencies and external service providers and partners to collaborate in delivering quality patient care
  • Takes a leadership role and/or participates in operational and system-level projects/initiatives that support improvements in patient experience and outcomes
  • Reviews, assesses and/or recommends policy and programs that best meet patient needs, while balancing organizational constraints.
  • Provides leadership to designated work groups, programs and/or committees such as Board of Directors, Local Health Integration Network (LHIN) and Board Committees as required

Organizational/System Level Leadership

  • Provides leadership to the strategic development, implementation, evaluation of Palliative Care programming within the Mississauga Halton CCAC
  • Identifies key issues related to palliative care needs across the system and defines key opportunities to align and leverage CCAC resources for regional palliative care programming, with a focus on improved integration and seamless care delivery within the Local Health Integration Network (LHIN). 
  • Strong relationship management skills, including leading, engaging, communicating with and collaborating with groups of stakeholders
  • Researches critical service and/or operational delivery issues and recommends and implements changes within targeted program areas
  • Identifies gaps and opportunities through high-quality planning, research and analysis of data, and proposes recommendations for action
  • Acts as a key resource to regional stakeholders, community partners and Mississauga Halton CCAC 

Qualifications include:

  • University degree (or equivalent) in Social Sciences, Nursing, Health Administration preference will be given to regulated health professionals (RN, RSW, OT, PT, SLP)
  • Five (5) to seven (7) years related experience with minimum two (2) years management experience
  • Knowledge and experience in palliative care delivery in community and health care environments
  • Knowledge of palliative care programming and direct care/care coordination models used in community health care organizations
  • Good knowledge of community resources (e.g., services and programs),  and the roles of health care professionals
  • Knowledge of challenges and issues, methods and practices for outsourced/ contracted services and service providers
  • Knowledge of tools, systems and databases used in patient care delivery and management, utilization development of outcomes
  • Understanding and demonstrated effectiveness and commitment to driving and promoting exceptional quality care for patients and families through evidence-based practice and processes
  • Self-directed with an ability to organize, plan, prioritize and multi-task
  • Demonstrated critical thinking with strong attention to detail
  • Highly effective written, oral communication and interpersonal skills
  • Solid mentoring, coaching and facilitation skills
  • Ability to deal with highly sensitive and personal information in a confidential manner
  • Solid change management skills
  • Strong relationship management skills, including engaging, communicating with and collaborating with stakeholders
  • Ability to communicate in French or another language an asset


Thank you for your interest in joining our exceptional team at Mississauga Halton Community Care Access Centre (MH CCAC).  

To apply for this vacancy please submit a resume with covering letter referencing Competition #FY1415-217 via the following link:

Please note, for all non-union vacancies, internal and external applicants will be considered concurrently.  Only those candidates selected for an interview will be contacted.

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