Manager, Patient Access and Health Information Management

Please Note: If you are a current Oak Valley Health employee, apply to this job via the internal Workday application.

Land acknowledgement

Oak Valley Health is honoured to provide care on the traditional and treaty territory of the Anishinaabeg, and acknowledge our closest Indigenous communities, the Chippewas of Georgina Island and the Mississaugas of Scugog Island. The land is encompassed within Treaty 13, Treaty 20, and the Williams Treaty.

Today, this area is home to many diverse Indigenous Peoples, and we acknowledge the health disparities and barriers Indigenous Peoples face in accessing care. To support true healing, we are committed to understanding these challenges, learning from Indigenous knowledge, and taking action together to improve safe and equitable health care for current and future generations.

Who you are

• You encompass Oak Valley Health’s core values and live the words of respect, trust, commitment, compassion and courage

• You are a patient and/or client centered individual who performs at an exemplary standard

• You are a team player with excellent communication, critical thinking and prioritization skills

Who you are

You embody Oak Valley Health’s core values of Respect, Trust, Commitment, Compassion and Courage. You are a collaborative, accountable and data-driven healthcare leader who thrives in a complex hospital environment. You bring strong Health Information Management expertise, sound judgment, operational discipline and a commitment to privacy, data integrity, coding quality and optimization, modernization and automation, and patient-centred service and continuous improvement.

What we are looking for

We are looking for an accomplished and forward-thinking leader to provide strategic and operational direction for the Patient Access and Health Information Management portfolio across Oak Valley Health.

In this key leadership role, the Manager will oversee patient registration, scheduling, health records, HIM coding, release of information, patient portal services, and related administrative functions. The successful candidate will ensure services are timely, accurate, secure, compliant, and aligned with organizational priorities, while meeting legislative, regulatory, Ministry of Health, and CIHI requirements. This role also plays an important part in advancing digital transformation by modernizing access, registration, scheduling, and health records services to create a more seamless, equitable, patient-centred, and provider-friendly experience.

Key Responsibilities

Operational Management

• Lead daily operations for Patient Access and HIM services, including registration, scheduling, health records, coding, release of information, and patient portals.
• Ensure services are efficient, consistent, patient-centred, and aligned with policies and service standards.
• Monitor volumes, wait times, turnaround times, data quality, productivity, and downtime procedures.
• Collaborate with Finance, IT, clinical programs, CIHI, the Ministry of Health, and partners to resolve issues and improve processes.
• Support implementation and optimization of EMR, coding, reporting, imaging, registration, scheduling, and related systems.
• Resolve privacy, complaint, risk, workflow, and data quality issues.
• Manage budgets, monitor variances, and recommend effective resource use.
• Represent the department on committees, networks, partnerships, and external forums.

Health Information Management (HIM)

• Ensure health records are accurate, timely, complete, confidential, and compliant with legislative and organizational requirements, including PHIPA.
• Advance modern HIM practices, including electronic records, automation, workflow optimization, and data quality improvement.
• Develop and maintain standards for documentation, consent, disclosure, retention, and release of information.
• Oversee the quality, accuracy, and timely submission of coding and abstracting data, including DAD and NACRS.
• Implement corrective actions and process improvements to reduce errors and optimize the quality and turnaround time of coding data.
• Partner with privacy, legal, clinical, and corporate teams to support compliant information management practices.
• Work with physicians, clinical leaders, and corporate partners to improve documentation quality, chart completion, and coding accuracy.

Patient Registration & Scheduling

• Modernize and automate registration and scheduling workflows to improve efficiency, patient flow, wait times, and the overall patient experience.
• Ensure patient registration and scheduling processes are accurate, standardized, and supported by strong data quality practices.
• Optimize staffing models and service delivery to support efficient, high-quality operations.
• Collaborate with clinical teams to align registration and scheduling processes with care delivery needs.

People Leadership and Change Management

• Lead, coach, and support staff while fostering a respectful, inclusive, patient-centred work environment.
• Ensure staff are trained in systems, workflows, registration, scheduling, HIM coding, and documentation standards.
• Plan staffing, scheduling, workload, attendance, payroll, and coverage to support effective operations.
• Participate in labour management, collective bargaining preparation, and union-related discussions as required.
• Manage employee concerns, grievances, labour relations, modified work, and staff development with Human Resources and Occupational Health.
• Promote continuous improvement, service excellence, and efficient departmental processes.

What you bring to the role

Education & Credentials

• Bachelor’s degree (completion or in progress) in Health Information Management, Health Administration, Business Administration or a related field, required
• Certified Health Information Management (CHIM) designation, or equivalent professional certification, preferred
• Additional education or training in leadership, healthcare administration, quality improvement, project management or change management, preferred

Experience

• Minimum three years of progressive people leadership experience in healthcare, required
• Minimum five years of demonstrated experience in health records, coding, release of information, patient registration or patient scheduling functions, required
• Experience managing unionized teams, labour relations, performance management, attendance management and workforce planning, preferred
• Demonstrated experience with project management, change management, process improvement and implementation of new systems or workflows, preferred
• Demonstrated experience with CIHI coding and abstracting requirements, Ministry reporting, privacy requirements, health records management and healthcare data quality, preferred
• Experience leading process improvement, change management, project initiatives, system implementation and workflow redesign preferred.
• Experience managing budgets, staffing resources, productivity and operational performance indicators preferred

Core Competencies

• Strong leadership, coaching, conflict resolution and team-building skills
• Excellent communication, facilitation, interpersonal and stakeholder engagement skills
• Strong knowledge of patient registration, scheduling, access workflows, HIM standards, coding, abstracting, and data quality
• Knowledge of healthcare privacy legislation and standards, including PHIPA, and CIHI coding guidelines such as DAD and NACRS
• Strong analytical, problem-solving and decision-making skills, with the ability to interpret data, identify trends and recommend action plans
• Superior organizational skills, attention to detail and ability to manage multiple priorities and deadlines in a fast-paced healthcare environment.
• Commitment to patient-centred care, confidentiality, safety, equity, inclusion, service excellence and Oak Valley Health’s Honoured to Care culture

Why this role matters

Health Information Management is essential to safe, timely, coordinated and accountable care. This role helps ensure that patient records are complete and secure, coding and reporting are accurate and timely, documentation supports care delivery, and health information is available to inform clinical, operational, funding and performance decisions. Through strong leadership, compliance oversight, data quality and continuous improvement, this position directly supports patient care, organizational performance and public trust.

Work Schedule

Monday to Friday

Please note schedules may change due to operational needs.

Compensation

BAND D

$56.31 - $70.37

Who we are

Oak Valley Health is one of Ontario’s leading community healthcare organizations. Across our two hospital sites (Markham and Uxbridge) a Reactivation Care Centre (RCC), a Community Health Centre (CHC), and Hospital-to-Home programs, we provide high quality, patient-centred care to more than 468,000 patients each year. We offer diagnostic and emergency services, and deliver clinical programs in acute care medicine and surgery, addictions and mental health, and childbirth and children’s services. We are also proud to be part of the Eastern York Region North Durham Ontario Health Team (OHT).

Our 542 physicians, 35 midwives, over 3,000 staff and 1,000 volunteers serve patients and families with an Honoured to Care mindset, and are focused on delivering an extraordinary patient experience to the residents of Markham, Whitchurch-Stouffville, Uxbridge and beyond. We are dedicated to providing access to the right care, at the right time, in the right place by the right people and at the right cost.

Oak Valley Health Equity, Diversity, Inclusion and Belonging statement

Oak Valley Health takes pride in serving some of Canada’s most diverse communities. 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 and we encourage applications from Indigenous peoples, members of LGBTQ2+ communities, members of racialized groups, persons with disabilities, and all others who may contribute to the further diversification of Oak Valley Health. Furthermore, Oak Valley Health is committed to meeting the needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Should you require accommodations during the recruitment and selection process, please contact Human Resources.

We are honoured to be recognized as one of Forbes Canada's Best Employers for Diversity. We ranked within the top 150 organizations across the country. Learn more about our commitment to EDIB.