Manager, Patient Care and Service Delivery

Department: Hospital Operations

This position is represented by the agreement between the Professional Staff Association and the University of Guelph
If you are a current employee of the University of Guelph you must apply on the internal Career Page in order to be considered as an internal applicant.
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General Purpose 

The Ontario Veterinary College Health Sciences Centre (HSC) provides a comprehensive and innovative clinical environment for experiential learning and discovery through the provision of excellence in patient care and client experience.

The Supervisor, Patient Care and Service Delivery is one of five individuals who supervise a team of HSC Registered Veterinary Technicians, Hospital Assistants, Sterile Processing Department Technicians, and Animal Care Attendants. They also provide operational support to other areas of the hospital such as Pharmacy, Client Services, and Medical Records. The Supervisor ensures clients and patients have a positive experience while at the HSC from first contact to discharge.

The services under their scope of supervision include patient care and client services for the Companion Animal Hospital, the Animal Cancer Centre, and the Large Animal Hospital.

In this operational role, the Supervisor takes a strategic approach to resource use (people and equipment) in a complex, 24/7 patient services operation, ensuring a smooth, safe, efficient hospital, teaching and research environment while meeting fiscal targets.

Duties and Responsibilities 

• Effective leadership and support of a diverse team consisting primarily of regular full-time unionized and non-unionized staff, and some temporary full-time and part-time staff.
• Staff recruitment, orientation, training, and skill development in multi-service areas, setting performance standards, and facilitating personalized performance management processes.
• Hiring, developing, training, and coaching staff and effective performance management.
• Scheduling staff to correspond with service volumes and ensuring they are cross-trained in a variety of service areas to: allow adequate coverage in all areas; provide developmental opportunities for staff; and to deal with fluctuations in workload.
• Providing input to the Manager of Hospital Operations on budget formulation, major expenditures, cost recoveries and revenue generation.
• Identifying and implementing process efficiencies to improve client service, patient care, and the teaching experience while reducing costs and/or increasing revenue.

Requirements 

Interested candidates must meet the following requirements:

• 2-year College Diploma
• Successful completion of an accredited Veterinary Technician program recognized by the Ontario Association of Veterinary Technicians (OAVT)
• Full member in good standing with the Ontario Association of Veterinary Technicians (OAVT)
• Successful completion of the Veterinary Technician Examination (VTNE) and the OAVT mandatory ethics exam. OAVT registration is required
• One-year prior experience working as an RVT
• Demonstrated proficiency in customer service: excellent communication and organizational skills particularly with respect to dealing with clients; ability to mentor students and contribute to a collaborative team environment
• Familiarity with common computer software including Hospital Management Information System software is preferred
• Flexibility in scheduling availability is required. The incumbent will be required to work a variety of shifts including days, nights and weekends

The successful applicant will be required to provide proof of rabies titre.

Employee Type: Regular
Position Number: 10620014
Classification: P&M FT- Band 04
Professional/Managerial Salary Bands 

At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.