Manager, Patient Access & Flow

Who We Are

London Health Sciences Centre (LHSC) is a world-class academic health sciences centre located in the southwestern Ontario city of London. Just two hours from Toronto and two hours from Detroit, London features a beautiful and walkable downtown core located on the Thames River, a vibrant culinary scene and scores of activities that highlight local arts, culture and music.  As one of Canada's largest acute-care teaching hospitals, LHSC delivers world-class care and experiences, built on our commitment to excellence in research, innovation, and learning. In partnership with our communities, we design and advance healthcare to support the wellness of the populations we serve. LHSC delivers both local and regional services, including the Children's Hospital, within a large geographic area. LHSC is known for its great people and great care, with a workforce of close to 15,000, dedicated to delivering the highest quality patient care while partnering with communities to transform health, one life at a time. 

Patient Flow at LHSC is a large integrated portfolio that includes all LHSC beds, bed management, repatriations and consultations to LHSC, patient registration, and centralized staffing teams.

Posting Period

April 2 - 16, 2025 

Job Summary

Reporting to the Director, Patient Flow, the Manager provides direct leadership to Patient Flow Clerks while closely monitoring patient flow metrics to drive improvements. The Manager monitors Criticall Ontario and Provincial Hospital Resource System data and ensures that provincial timelines are met as related to Criticall and Life and Limb protocols, as well as escalation protocols are enacted when triggers are met for repatriation to home hospital.

The Manager, Patient Access & Flow collaborates with clinical leaders to develop and implement best practices to improve and maintain patient flow and organizational capacity such as performance measurement boards, access to huddles, and discharge planning.

This role is accountable for leading and supporting departmental and corporate initiatives and working with organizational leadership and staff to create policies and procedures that optimizes patient flow and corporate capacity. A major focus of the role is building and fostering effective working relationships and ensuring the sustainability of best practices, in conjunction with local leadership and regional partners, by focusing on audits and continuous improvement. The Manager will have a detailed understanding of quality improvement and outcomes measurement. This is accomplished through problem identification, analysis of issues, opportunities and trends, process measurement, and development/implementation of planned process changes.

NOTE: This role is subject to be on-call, evenings and weekends on a rotational basis of one (1) week out of every 26 weeks.

Qualifications

Who You Are

• You are self-aware of own assumptions, values, principles, strengths and limitations

• You manage and develop self while modeling qualities such as honesty, integrity, resilience, and confidence

• You engage and support others to foster development, personal goals and encourage a healthy organization

• You achieve results by strategically aligning direction, decisions, actions and evaluation with the vision, values and evidence

• You facilitate an environment of collaboration and cooperation

• You create connections, build partnerships and networks

• You demonstrate a commitment to the organizational vision, mission, values and service excellence

• You are a transformational thinker that encourages and supports innovation

• You have exceptional analytical skills that contribute to effective decision-making

• You are self-directed, courageous, and highly motivated with excellent interpersonal and effective communication skills 

What Skills Are Needed

• Demonstrated understanding of change management theories and practice

• Demonstrated experience of enabling culture shifts that have enhanced quality and performance results

• Planning and executing action plans that deliver results and motivate individuals for greater performance excellence

• Strong business acumen 

• Values-based leadership and a proven track record for developing and sustaining healthy work environments and effective teams while leading in a performance-driven culture 

• Lead and drive system transformation

• Develop self and others through teaching, coaching, mentoring and formal development processes 

• Strong analytical skills that contribute to effective problem solving and decision-making

What You Will Bring with You

• Successful completion of a recognized baccalaureate degree program in a health care related discipline, preferred*

• Related post-graduate education preferred

• Minimum of 3 to 5 years' experience in progressively more responsible leadership roles in a healthcare environment, preferably in an acute care academic teaching hospital

• Minimum 3 years' experience in patient access and flow/capacity management preferred

• Preference and consideration will be given to active members of the Canadian College of Health Leaders (CCHL) who have, or are in process of attaining the Canadian Health Executive (CHE) Select certification program 

• Demonstrated clinical excellence experience including high quality and safe patient care and exceptional patient/family experiences

• Ability to effectively work with diversity, appreciating that different opinions, backgrounds and characteristics can bring richness to the challenge at hand

• Fluent and computer literate with computer systems such as email and Microsoft Office applications (MS Word, Excel & PowerPoint)

• Demonstrated ability to attend work on a regular basis

*Consideration for an interview will be given to an education and prior experience assessment

Other Information

London Health Sciences Centre fosters a culture of patient and staff safety whereby all employees are guided by LHSC's Mission, Vision, Values and Code of Conduct.

 LHSC is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Indigenous people, persons with disabilities, and members of the 2SLGBTQIA+ community. We are committed to providing persons with disabilities equal opportunities and standards of goods and services, and are also fully compliant with the Accessibility for Ontarians with Disabilities Act (2005), as applicable.

Submission Requirements (please submit as a PDF document)

• Cover Letter, Resume and Listing of Education, Credentials, Certifications and References. 

As part of the assessment process applicants may be required to complete a written profile, presentations, etc. Please be advised that reference checks may be conducted as part of the selection process.

Immunization Requirements:

Before beginning employment at LHSC, all new hires must provide documentation related to LHSC's Health Review Requirements. For more information and a detailed list of requirements, please visit Health Review Requirements | LHSC.

Your interest in this opportunity is appreciated. Only those applicants selected for an interview will be contacted. Successful candidates, as a condition of job offer, would be required to complete a satisfactory police information check (original document) completed in the last 6 months.