QFHT Clinical Operations Manager

QFHT Clinical Operations Manager

About Queen's University

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Job Summary
The Department of Family Medicine - Queen’s Family Health Team (QFHT), is a multidisciplinary team of health care professionals who provide primary health care services to the Kingston community, while modeling safe, efficient, and collaborative clinical processes to the Family Medicine residents.

Reporting to the Associate Director, Administration, Initiatives, and Operations administratively and the QFHT Physician Lead functionally, the Clinic Manager is responsible for clinical operations management at the Queen’s Family Health Team (QFHT), Kingston and Belleville sites. This includes managing day-to-day clinic operations, strategic priority planning, policy and procedure development, and management of human resources, communications, information, and finances. The incumbent works closely with the Clinic Coordinator, the Nursing Manager and the Program Manager, Belleville site, to manage and allocate resources effectively and efficiently. The position acts as a resource to clinical operations across the Department’s education and research units, and to community stakeholders.

The Clinic Manager is a member of the Department’s Senior Leadership team and provides executive secretariat services to the QFHT Advisory Board. The Clinic Manager plays an important role in promoting a culture of inclusion that embodies Department of Family Medicine values, with a commitment to the university’s equity, diversity, accessibility, inclusion, and Indigenization initiatives designed to foster an inclusive, supportive, and welcoming environment for individuals with diverse backgrounds and identities.

Non-traditional hours of work, including evening and/or weekend commitments are required as part of this senior leadership position.

Job Description
KEY RESPONSIBILITIES:
• Manages the strategic and operational aspects of the Queen’s Family Health Team, which includes, program and service delivery, resource allocation, information technology coordination, confidentiality of patient information within electronic medical records, and collaboration with the academic FHO physicians.
• Provides financial management direction for the QFHT and the department’s clinical budget. This includes preparing and monitoring budgets and overseeing resource allocations; ensuring monthly statements are reconciled and accounts are
appropriately administered, analyzing statistical and financial data and preparing reports.
• Oversee clinical services provided are accurately billed. Analysis and submission of billings and billing errors with the MOHTLC MC-EDT system and the department's electronic medical records system. Ensure strict attention to detail and accuracy when performing tasks with an understanding of the implications of billing errors.
• Develop and implement recommendations for billing improvements in order to improve internal controls and eliminate redundant procedures and provide assistance with effective billing submission procedures to physicians, locums, health professionals, and residents.
• Manages and directs the work of clinic, administrative and allied health professional staff, providing strategic and operative advice, guidance, and coaching.
• Supports the Clinic Physician Lead in strategic and operational implementation of departmental priorities, through committee structure, project teams and program managers. Responsibilities include faculty associate clinic scheduling, patient roster enrolment both by faculty physician and overall clinic expectations, patient incidents and complaints review, quality improvement plans, data analytics, electronic medical record projects and ehealth initiatives and privacy queries related to PHIPA.
• Collaborates with the DFM education team to ensure resident physician clinic experience meets required accreditation and departmental requirements. Annual update of clinic schedules for ~55 new resident physicians each July.
• Collaborates with the DFM research team to ensure successful implementation of faculty and resident research projects, including use of patient data analytics, review of research protocols to ensure patient confidentiality and privacy, and input on clinical processes that support research data collection.
• Acts as a resource both within the Department, the University, and the community. This includes participation in University Privacy committees; collaboration with the hospitals, the MoH Primary Health Care Branch, and regional stakeholders (pharmacies, lab, nursing agencies, home, and community care, etc.); participation in the FLA OHT, the regional FHT group, and the Association of Family Health Teams of Ontario (AFHTO). Participates and contributes to department committees including Senior Leadership, Department FHO, Policy and Medical Directives, Pharmacy & Therapeutics, Program Planning, Locum Planning, Information Technology, Finance, and Post Grad Education Site.
• Prepares and submits annual operating plan, quarterly financial and program service reports to the MoH as required by the Ontario Family Health Team (FHT) Agreement. Reviews and recommends IT contracts related to electronic medical records software, ehealth initiatives, and system upgrades.
• Ensures safe work procedures and workplace facilities in the clinic environment. Oversees annual Occupational Health agreement with Kingston Health Sciences Centre (KHSC) to provide occupational health services and education to clinic staff.
• Plans, prioritizes, and manages the work of employees, providing strategic and tactical advice, guidance, and coaching. Identifies the need for staff resources, participates on staffing committees, and makes effective recommendations regarding employee selection.
• Manages performance by establishing performance standards, reviewing, and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assesses staff training and development needs and ensures that employees receive training required to improve and sustain successful performance.
• Investigates, addresses, and resolves employee/labour relations issues, including disciplinary matters. Makes decisions or effective recommendations on matters involving possible discipline, discharge, and probationary termination.

REQUIRED QUALIFICATIONS:
• Undergraduate degree in a relevant discipline. Master’s degree strongly preferred in health administration or business administration.
• Five to ten years of experience in a clinical setting, preferably working in primary care, community care or acute hospital care. Academic work experience preferred.
• Minimum of 5 years’ experience in a management role with supervisory, budget and service delivery responsibilities.
• Demonstrated ability to lead a multi-disciplinary team.
• Consideration may be given to an equivalent combination of education and experience.

SPECIAL SKILLS:
• Exemplary communication and interpersonal skills. Ability to communicate orally and in writing in a professional manner.
• Leadership expertise to establish priorities to accomplish goals, to organize work in a complex environment, while creating and contributing to a positive work culture.
• Supervisory skills that support a diverse and high performing team and EDIIA principles. Knowledgeable of union agreements, negotiations, and grievance procedures.
• Sound knowledge of health professional standards and relevant legislation (e.g., PHIPA, Nursing and Regulated health professionals Acts, AODA, OH&S Act, Ministry of Health FHT agreements).
• Financial management responsibility for ~$4million annual budget.
• Sound knowledge and understanding of health information software and use of electronic health records (currently Oscar software in Kingston and Belleville sites).
• Advanced computer and office skills, including database analysis, presentation development and ability to adapt to emerging technology.
• Analytical, interpretive, and problem-solving skills. Ability to proactively develop creative and system-based solutions to problems or situations. Demonstrated project and change management skills.
• Flexibility, initiative, and resourcefulness to work independently at a senior level, including collaboration with external stakeholders.
• Knowledge of university structure, policy, and administrative systems.

DECISION MAKING:
• Determines resource allocation consistent with department and clinic program and service priorities.
• Financial decisions for QFHT and clinic budget allocation, monthly & quarterly reconciliation.
• Recommends patient roster processes for FHO physicians.
• Determines content and presents various reports for both internal and external audiences.
• Provides secretariat advice and direction to QFHT Advisory Board Chair and members.
• In consultation with other managers, creates, updates, and implements appropriate policies and procedures.
•Responds to clinic and patient incidents in accordance with departmental and university procedures. Connects with University Legal counsel and other resources as appropriate.
•Evaluates job candidates and makes effective recommendations on suitable hires.
•Makes decisions and/or effective recommendations regarding transfers and promotions.
•Evaluates employee performance and decides on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
•Assesses investigation outcome of grievances and makes effective recommendations on appropriate course of action or next steps on grievances.
•Makes effective recommendations on level of discipline up to discharge and probationary termination.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at View email address on clients.njoyn.com .