- Professional
- Escritório em Ottawa
Purpose:
This is an exciting opportunity to play a key role in transforming access to mental health care in Ottawa. Reporting to the Executive Director, the Manager of Patient Care Services (one-year contract) will lead the launch of The Royal’s new Urgent Care Clinic and support other priority access initiatives.
The Manager will be responsible for building the Urgent Care Clinic team, developing and implementing operating procedures, and ensuring the clinic functions safely, effectively, and efficiently. This role combines strategic planning with hands-on operational leadership to deliver high-quality patient care.
The ideal candidate will bring proven experience managing complex projects in a clinical setting, strong attention to detail, and a passion for improving access to mental health services. They will champion compliance with hospital policies, foster continuous improvement, and support clinical practice excellence. Success in this role will require close collaboration with hospital leadership, frontline teams, and internal and external partners.
Key Responsibilities:
In alignment with The Royal's vision, mission, and values, the Manager of Patient Care Services will support the following:
- Develop a plan for daily operations of the Urgent Care Clinic; foster accountability within the team to meet shared objectives, ensuring collaboration aligns with key performance metrics and departmental goals. Efficiently utilize resources, including staff, equipment, and budgets, to maximize productivity, reduce waste, and maintain high-quality standards while achieving objectives.
- Manages the resolution of sensitive or escalated issues by coordinating corrective actions.
- Oversee coordination of patient care delivery in collaboration with interdisciplinary teams.
- Support integration of clinical services across disciplines to maintain continuity of care and patient safety.
- Address urgent care-related matters, including escalation of clinical risks, supporting frontline decisions, and monitoring unit-level clinical workflows.
- Conduct regular rounds at beginning, during, and end of shifts to assess patient care, identify problems.
- Monitor staff during shifts for patient care status and adjust assignments as needed due to changes in acuity or admissions/discharges.
- Manage budget, including regular variance reporting and analysis of overtime and staffing costs.
- Provide day-to-day leadership and support to ensure team goals are achieved, staff are engaged, and service delivery remains consistent. Foster a culture of teamwork and accountability.
- Manage day-to-day human resources activities for the team, including recruitment, onboarding, schedules, attendance, and vacation approvals. Provide leadership and support for staff development through regular performance evaluations, ongoing feedback, coaching, and identifying training opportunities to enhance individual and team performance.
- Facilitate access to ongoing professional development and mandatory training, including mental health-specific competencies relevant to all departments/units.
- Participate in corrective actions and performance improvement initiatives in alignment with HR policies and union agreements.
- Participate in disciplinary actions up to termination and attendance management (important for leadership accountability).
- Ensure staff compliance with mandatory training and awareness on new policies, legislation, and departmental/ unit procedures to align with legal and safety requirements.
- Implement new systems, workflows, or technology within the department, ensuring staff are supported through change. This supports innovation and organizational agility. Additionally, promotes innovative solutions to improve processes and enhance overall organizational effectiveness.
- Participate in development of quality improvement, evaluation, strategic and accreditation plans.
- Maintain records and monitor statistics relevant to unit operations and compliance with policies/procedures.
- Work closely with peers, physicians, scientists, leadership team, and key stakeholders to ensure alignment of departmental goals with broader hospital strategies. Foster a collaborative work environment that promotes open communication, shared responsibility, and collective problem solving.
- All roles at The Royal Ottawa Health Group are expected to actively demonstrate The Royal’s iCARE values: innovation, collaboration, accountability, and respect by seeking improvements, working collaboratively with colleagues and clients, taking ownership of their actions, and promoting a respectful and inclusive workplace culture.
- Work in a manner that complies with staff and patient/client safety practices, policies and procedures of The Royal.
- Ensure a work environment that is conducive to the Royal’s Anti-Racism, Harassment, Discrimination-Free Workplace and work safety policies and practices.
- Demonstrate commitment to health equity, values diversity and contributes to an inclusive working environment.
- Support the department/unit by performing other duties as necessary to uphold organizational standards and contribute to both clinical and administrative functions, where applicable.
Qualifications:
- Baccalaureate in Nursing or Allied Health or acceptable combination of education and experience.
- Minimum 5 years in mental health, including 3 years progressive leadership in clinical services and administration.
- Current Registration and good standing with applicable regulatory college. (E.g. College of Nurses)
- Minimum 5 years required in mental health and 3+ year’s progressive leadership in clinical services and administration experience in acute care is required.
- Mental health clinical service delivery model
- Knowledge of relevant legislated acts (e.g. Mental Health Act, PHIPA, SDA, etc.)
- Ability to inspire, motivate and develop multidisciplinary teams.
- Skilled at addressing staff conflicts, managing union relations, and negotiating solutions that balance organizational needs and employee concern.
- Strong verbal and written communication skills.
- Familiarity with healthcare IT systems and electronic health records.
- Proficiency in MS Office, email and internet.
- Experience in unionized setting and collective agreements
- Proven ability to lead teams through organization change, including new policies, technologies, and care models.
- English level A- is mandatory in oral expression, comprehension, reading and writing. Bilingual (French/English) is considered an asset.
