Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the 2021 Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our leading edge work on Communities of Inclusion, Inclusion Calendar, Health Equity Certificate Program and much more. We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023 – 2025 and Greater Toronto's Top Employers for 2026. Learn more at shn.ca

Job Description:

Reporting to the Manager, Patient Access, the supervisor oversees, directs and coordinates the daily activities of the Centralized outpatient Registration and Emergency Registration for all 3 locations within Scarborough Health Network. The incumbent will work with front-line staff, clients and management to ensure the timely and efficient delivery of registration services along with excellent customer service. This role will also provide support and supervision for one or more Patient Access functions (Registration and Centralized Patient Scheduling) corporately. It will support ongoing transformation and optimization projects across the Patient Access functions with a focus on increasing organizational efficiencies while improving the patient experience.

Responsibilities:

Staffing & Budget Management

• Supervise day-to-day operations of Patient Access functions – provide 1st line of support for staff.

• Supports recruitment, retention, scheduling, coaching/development, and performance management of frontline staff.

• Utilize registration, scheduling, and registration volumes from EPIC to update staffing requirements.

• Support budget management through appropriate scheduling and resource allocation.

• Ensure appropriate staffing mix to reduce turnover and overtime.

• Utilize LEAN approach for supplies management.

Patient Access Optimization

• Support projects for optimization of Patient Access functions in alignment with corporate strategic initiatives.
• Use data & dashboard reporting from EPIC to monitor Patient Access-related processes and identify optimization opportunities.
• Work with Patient Access Managers and clinical management team to address areas for improvement.

Service & Data Quality Management

• Monitor onsite performance related to pre-reg, registration completion with work queues and volumes of registration.
• Design reports and analyze data impacting patient access activities.
• Ensure optimal service and data quality management for efficient day-to-day operations supported by appropriate documentation of standards and expectations.
• Develop and maintain department standards, and associated standard work/SOPs and processes.
• Maintain and Improve Data Quality through SOPs, staff training, audits, and reporting.

Safety & Customer Service/Patient Experience

• Ensure Staff & Patient Safety and positive Patient Experience.
• Foster culture of safety by following the hospital’s comprehensive safety programs and practices including staff safety, patient safety, environmental safety and participates in regular in-service education in this area.
• Foster a culture of Patient & Family Centred Care (PFCC) and excellent customer service within the Patient Access department.

Other

• Participation in Committees and Working Groups as necessary.
• Collaboration with other patient access supervisors to provide cross-coverage as needed.

Required Work Experience:

• Minimum 3 years experience leading a team in a health care setting.
• Minimum 1 year of experience in a supervisory role
• Minimum 3 years experience leading system improvements/implementations and related change management in a health care setting.
• Minimum 2 years experience developing training material and training schedules.

Required Job Related Knowledge/Skills/Competencies:

• Strong computer skills and proficiency using Microsoft Office products.

• Proficiency using a Clinical Information System (eg. Epic).

• Excellent verbal and written communication skills and ability to engage others.

• Ability to investigate, problem-solve proactively, assess risk, apply sound judgement and use critical thinking in complex situations.

• Broad knowledge of Patient Registration, Scheduling, and Health Information, and associated impacts to clinical processes.

• Excellent interpersonal skills with the ability to develop business relationships quickly.

• Ability to coach, mentor and motivate staff, and promote a productive team environment.

• Ability to work independently and take initiative to improve patient experience

This opportunity is posted to support the recruitment of an existing vacant position.

Accommodation and Diversity Statement:
Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike. 

We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values. 

We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

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