Manager, Patient Care Team (Full-time, Permanent)
Reporting to the Director of the Patient Medical Home (PMH), the Manager of the Patient Care Team (PCT) is responsible for providing oversight and management of the PCT. The manager will work closely with the PMH leadership and staff to implement services with physician members that support them in building and sustaining Patient Medical Homes. In addition, the incumbent will work collaboratively with all PMH teams to resolve any issues that arise between staff and member clinics.
The manager will have a depth of experience and knowledge in quality improvement, quality assurance and the ability to use information to support decision-making and planning. They will support the successful integration of PCT staff into member clinics and ensure that services are provided in line with all relevant organizational policies and practices and are compliant with relevant health care legislation, standards and regulations. They will also ensure that accurate and timely information is provided as required, allowing for the effective and efficient operation of the Calgary West Central Primary Care Network (CWC PCN) teams.
Strategy and business planning
- Assist the Director of Patient Medical Home in business planning; anticipate future needs and innovate to meet the future needs of physician members and their clinics.
- Ensure that Primary Care Nurse clinical practice meets accreditation requirements.
- Assist the Director of Patient Medical Home with the implementation and ongoing service delivery of care provided by allied health professionals.
- Work closely with the Alberta Health Services (AHS) Supervisor of the Behavioural Health Consultants (BHCs). The CWC PCN has a collaborative partnership with the AHS BHC program. The AHS Supervisor maintains direct management of the BHCs, but the PCT Manager needs to effectively coordinate with AHS to deliver PMH services to member clinics. The PCT Manager works closely with AHS to plan care delivery in the PMH and resolve any issues that arise with physician members and clinics.
- Work collaboratively with the Manager of Patient Care Coordinators and PMH team to support the Patient Medical Home.
- Supervise and educate Primary Care Nurses to ensure that they work to their full scope of practice and follow all policies and procedures of the CWC PCN.
Recruitment and onboarding
- Recruit, select, and hire high quality staff members, as appropriate.
- Facilitate a standardized onboarding process for staff including confirmation of hours of work; review of the CWC PCN and member clinic policies and procedures; emergency response plans and security; review of procedures for illness and late arrivals, etc.
- Provide employees with a standardized orientation to the CWC PCN and community-based primary care, creating and utilizing relevant materials and resources.
Scheduling and clinic placements
- Coordinate with the Member Services & Engagement team to ensure that member clinics have appropriately allocated clinical resources based on the membership model.
- Facilitate the successful introduction of PCT staff to clinic environment(s), which will also involve the physician(s) and clinic staff within the respective clinics.
- Verify and approve employee absences (medical leave, personal time off, education, vacation) requests. Coordinate PCT coverage if deemed appropriate.
- Ensure that staff are working their contractual hours.
- Assist in the identification of gaps in service.
- Assist the Director of Patient Medical Home to develop and implement a Quality Assurance program for allied health professionals. This may include, but is not limited to, chart audits, clinic observation, and identifying professional gaps in knowledge for all allied health professionals.
- Participate in the overall management and integration of staff within physician members’ offices.
- Monitor staff performance as per the policies and procedures of the CWC PCN, with staff performance issues being brought to the attention of the Director of Patient Medical Home.
- Conduct mid-year and annual performance appraisals, and provide ongoing feedback and coaching throughout the year.
- Ensure that PCN and member clinics’ expectations are understood and met by all staff members with respect to their PCT role.
- Maintain consistent and timely communication with PCT staff to ensure an understanding of developing concerns or issues, including concerns about work environments. Respond to concerns, collect information and comprehensive statements as appropriate and provide followup as per the PCN’s policies and procedures.
- Foster an environment where staff are able to perform to their full individual potential to achieve quality patient care by improving clinical outcomes and increasing continuity of care.
Staff education and mentorship
- Provide ongoing mentorship to PCT staff in the delivery of quality care to patients, including but not limited to:
- Support staff in developing knowledge and using quality improvement processes to support physicians to improve the management of patients.
- Help staff to practice within a full scope of practice in the Patient Medical Home.
- Facilitate staff to work as part of an integrated team within the Patient Medical Home.
- Identify gaps in knowledge and training opportunities for PCT staff.
- Mentor staff in all aspects of care delivery within the PMH, including but not limited to, appropriate charting, documentation and appropriate physician and patient collaboration.
- Implement a Quality Assurance program.
Quality and safety
- Ensure high quality, consistent care is delivered to patients.
- Ensure staff adhere to all privacy and ethics standards for delivering patient care.
- Ensure PCT staff adhere to patient safety processes and standards.
- Work to create a culture focusing on high quality service and patient safety.
Education: A Master’s degree in nursing or other health related discipline. Registration and membership for a professional association in good standing is required (e.g., for nursing a current CARNA registration in good standing is required). Equivalencies of education and experience may be considered. Education in quality improvement, evaluation and/or research is strongly desired.
Knowledge: Core management knowledge for a multidisciplinary team that is dispersed across multiple locations. Knowledge of team-based care in a primary care setting is required.
Experience: A minimum of five (5) years’ experience managing staff and three (3) years managing clinical staff is required. A minimum of three (3) years’ experience conducting quality assurance assessments on nursing care (e.g., conduct chart reviews and observe nursing practice). Management of staff in a primary care environment would be considered an asset. A minimum of three (3) years’ experience designing and implementing quality improvement processes within a clinic setting. Experience implementing research or evaluation in a clinical setting would be considered an asset.
Leadership: A decisive and intelligent leader; a motivator of people with the ability to foster a culture that embraces change and seeks out innovative solutions and achievement of common PMH objectives. Strong relationship-building skills, both internally and externally. Ability to work independently in unique environments. A strong influencer, ensuring clinical flow and volume; maximizing the effectiveness and integration of colocated staff regardless of the barriers. Demonstrates proficiency in decision-making, the ability to use evidence to inform processes and planning. Possesses the ability to strategically plan and implement strategies that support the Patient Medical Home. Ability to use critical thinking with efficiency and accuracy in assessing and managing situations.
Strategic thinking: Able to support the Director of Patient Medical Home in the successful delivery of teams to member offices. Provides timely information to the Director on how employees are integrating within physician members’ practices and Patient Medical Home teams. Demonstrates the ability to understand the complexities of multidisciplinary team collaboration and integration within community-based primary care practices. Able to identify issues related to practice integration and assist the Director with timely redeployment options and recommendations. Exhibits critical thinking skills and applies them in situations that relate to team performance and integration. Must be able to work in a fast paced and ever-changing environment.
Problem solving: Able to manage issues that arise in the field and create solutions by working across departments to support PCT staff in a PMH environment. Ability to work in a fluid environment. Excellent followup with ability to make intuitive decisions.
Organization skills: Ability to multi-task and prioritize. Strong organizational skills. Proven ability to work under pressure and meet deadlines in a highly challenging environment.
Communications and customer relations skills: Strong communication, interpersonal and relationship building skills; able to handle requests and complaints in a professional, non-confrontational manner. Discretion and ability to handle sensitive information and material appropriately.
Attention to detail: Precision, accuracy, and high attention to detail in all aspects of work.
Team-oriented: Ability to work effectively independently and with a team. Ability to mentor and facilitate staff to work as a team in a collaborative environment.
Technical: Proficiency in computer literacy software including Microsoft Office Suite and Electronic Medical Records (EMR) systems.
Valid driver’s licence and reliable vehicle required.
Background check: A clear Criminal Background check with vulnerable sector check is required to start. If you have resided outside Calgary in the past 12 months, you will need to contact the local police or RCMP detachment in your previous residential municipality to be able to obtain a full report.
Why Work for Us?
Employees of the CWC PCN enjoy a competitive salary and benefits package, which includes employer-paid premiums for health and dental benefits, health spending/wellness account, learning account, eligibility to contribute to our group RRSP plan and receive an employer match, flexible working options, generous vacation and personal time off allowances, and education days as well as professional development opportunities.
The CWC PCN is a leader in the provision of primary care through collaboration, innovation and teamwork, creating healthy patients and satisfied providers.
Due to the high volume of applications we receive, only those who apply through the CWC PCN website will be moved forward in the recruitment process. This is a necessary step as we require some important information from our online application form. Please include your cover letter and resume when submitting your application.
We thank all applicants for their interest; however, only shortlisted candidates will be contacted.
Posting will remain open until a suitable candidate is found.