Manager Patient Access & Community Transition - Surrey Memorial Hospital
Why Surrey BC?
Surrey, British Columbia, is a vibrant growing city that combines modern living with natural beauty and a strong farming history. Surrey is not just a place to live—it’s a place to thrive. Surrey Memorial Hospital (SMH) is one of B.C.’s largest and busiest hospitals, offering advanced care in emergency, maternity, pediatrics and mental health, and is the largest of three regional hospitals in Fraser Health’s integrated network of care. Serving a rapidly growing population, it’s a vital hub in the Fraser Health region, providing high-quality, specialized services to communities across the Lower Mainland.
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Joining our team offers you opportunities to work in a rapidly growing organization with health professionals who are excellent in their respective fields. Fraser Health offers opportunities for career growth and advancement and competitive benefits, including but not limited, to:
- Start earning up to four weeks of vacation in your first year
- Comprehensive 100% employer paid benefits
- Immediate enrollment in a defined municipal pension plan
- 87% maternity top-up
- 50% subsidy on TransLink passes
*Eligibility based on employment status
We invite you to apply today and find out why employees recommend Fraser Health to their friends as an exceptional place to work. We are committed to planetary health, we value diversity in the work force and seek to maintain an environment of Respect, Caring and Trust.
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Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families:
The Manager, Patient Access & Community Transition provides operational oversight and management of patient access and transitions within the site, between hospitals, and between hospitals and community, to ensure quality patient care, effective patient outcomes and positive patient experience.
Provides leadership to all areas and support services linked to patient flow and transition across the health continuum. In collaboration with department and clinical support areas, identifies barriers to patient flow and provides leadership and management to address barriers and facilitate improvement system-wide. Creates, develops and supports seamless transition points between hospital and community and evaluates their effectiveness; monitors, tracks and evaluates access & flow performance based on MOH criteria/indicators. Accountable to oversee Complex Discharge processes & performance for the site as well as the designation and monitoring of Alternate Levels of Care (ALC). Ensures consistent application and implementation of policies and processes of patient access, flow and transition practices within the site, the community and across the continuum of care. Maintains effective communications; prioritizes and advises on the status of site and community objectives related to patient access and transitions to "right service", including the review and improvement of patient experience criteria and objectives.
Oversees and manages designated clinical and /or administrative areas at the site which support Access and Community Transition functions, as well as areas which provide general support to site operations.
Responsibilities:- In collaboration with the Executive Director, Directors and site team members, provides operational oversight and management of patient access, flow and transitions between clinical areas within the site, between hospitals and between hospitals and community to ensure quality patient care, effective patient outcomes and positive patient experience.
- Leads the development of "right service" in hospital and community through the development and implementation of a framework to ensure the efficiency and effectiveness of patient placement, access, flow and transition between acute and community care.
- In collaboration with department and clinical support areas, identifies barriers to patient flow and provides leadership and management to reduce barriers, address patient flow issues and facilitate improvement.
- Monitors, tracks and evaluates access and flow performance utilizing MOH and FH criteria/indicators. Utilizes processes & indicators of patient flow through the use of EDD, 11am and readmissions. Monitors hospital occupancy and use of overflow spaces; utilizes 10 hour performance and processes to move patients to right location; develops protocols to address unusual access, flow and transition demands.
- Creates and implements seamless points of transition between acute and community care/services, and evaluates the effectiveness of transition points to/from community (i.e. ALC-HH; EARs; Communicare etc.). Establishes and maintains effective working relationships, ongoing communications with medical staff, other departments/programs at and across sites/community areas and other internal and external stakeholders; ensures Director(s) are informed of significant access/flow/transition activities or developments.
- Ensures an effective complex discharge process at the site by providing oversight, leadership and management of access-related resources, departments or roles such as case management, counselling or other related functions which support the complex discharge process.
- Responsible for the designation and monitoring of Alternate Levels of Care (ALC) processes, systems and protocols.
- Acts as an advocate for patients, residents and families by responding to issues in the program to internal and external stakeholders and agencies; ensures compliance of the complaint review and audit process.
- Acts as a resource for Access staff, FH staff and leadership, and clients and families regarding bed allocation policy, principles, procedures and decision-making. Develops partnerships with clinical managers to ensure patients are placed in the most appropriate bed and/or clinical service; implements corrective action as required based on reviewing patient access trends and patterns for the clinical service and/or site; works with patient care teams to interpret and implement changes.
- Manages resources through the development of operating budgets as appropriate, review of expenses and the development of action plans.
- Recruits staff; provides leadership and mentorship to staff on individual leadership and development plans; provides regular feedback on performance or performance improvement issues; supports employee recognition processes.
- Participates in strategic planning, program development and the development of short and long term clinical, operational or service plans, including the development, implementation and negotiation of essential service contingency plans.
- Reviews Fraser Health workplace indicators in areas such as retention, engagement, safety, absenteeism and overtime, and establishes department objectives and action plans. Participates in the development, implementation and negotiation of essential service contingency plans.
- Participates and provides input in the implementation and maintenance of access related systems such as Bed Optimization System (BOS) and other related information systems and processes; ensures Fraser Health, MOH and other and regulatory reporting requirements are met.
- Participates/chairs committees in the hospital or community as required on access and transition issues. Develops status reports for Executive Director to apprise on status of access issues, improvements and recommend initiatives.
Completion of an undergraduate degree in health sciences or related field, plus seven (7) years' recent related experience in patient access and flow, discharge planning and Alternate Level of Care within a complex health care environment, including two (2) years in a leadership role; or an equivalent combination of education, training and experience.
Competencies
Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.
Professional/Technical Capabilities:
- Demonstrated ability to provide progressive and innovative approaches to service delivery and program issues.
- Ability to develop and maintain effective working relationships with others within and outside of the organization.
- Ability to implement and troubleshoot systems necessary to collect, maintain and analyze data.
- Knowledge of research methodology, practices and techniques.
- Knowledge of department management processes under collective agreements.
- Excellent oral, written and presentation skills.
- Demonstrated knowledge of budget planning and preparation principles, concepts and methods.
- Excellent investigative, analytical and problem solving skills.
- Ability to work effectively under pressure and with changing priorities and deadlines.
- Knowledge of Information Systems applications, tools and concepts.