Manager, Central Intake

Mackenzie Health

About The Position

The Manager, Coordinated Access provides strategic and operational leadership for Mackenzie Health’s Diagnostic Imaging (DI) Coordinated Access Hub. The role is accountable for designing, implementing, and optimizing centralized intake and access models that support timely, equitable, patient-centred access to DI services across modalities, referral pathways, and partner organizations. With significant autonomy and system accountability, the Manager leads coordinated access operations on behalf of Mackenzie Health and serves as a key liaison to Ontario Health, regional hospital partners, CI Lead Organizations, and government stakeholders. The role advances provincial and regional priorities—including central intake, eReferral adoption, wait time management, and standardized triage—by translating policy direction into operational workflows and performance frameworks. The Manager leads coordinated access operations, referral management and clinical triage, quality improvement, stakeholder engagement, digital enablement, performance reporting, change management, financial and workforce stewardship, and compliance and risk management. The position works with internal teams and regional partners to improve patient flow, optimize access, support system integration, and contribute to better population health outcomes. The Manager may be required to work at any Mackenzie Health site.

Requirements

Baccalaureate degree in Healthcare Administration or a related discipline.
Minimum five years of progressive healthcare leadership experience, with demonstrated accountability for complex operations, program leadership, or system-level initiatives.
Strong understanding of healthcare system navigation, referral management, and access-to-care challenges, particularly within diagnostic imaging pathways.
Strong understanding of Ontario’s healthcare system, referral pathways, access-to-care challenges, and provincial performance frameworks.
Proven ability to operate at both strategic and operational levels and influence senior leaders and external partners.
Exceptional communication, negotiation, and relationship-management skills, including experience working with physicians, executives, and government stakeholders.
Advanced analytical and problem-solving skills, with a track record of using data to drive performance and system improvement.
Financial acumen, including budgeting, forecasting, and resource optimization.
Proficiency with Microsoft Office and healthcare information systems, and ability to learn and optimize technologies that support coordinated access and digital enablement.
Ability to collaborate across disciplines and organizations to achieve shared goals.
Proven attendance record.
Ability to perform the essential duties of the job.
Demonstrated understanding of and compliance with patient and staff safety policies and procedures.
Empathy in interactions and behaviours consistent with Mackenzie Health’s Commitment to Caring.
Commitment to providing an exceptional experience for staff and clients in a challenging healthcare environment.

Nice To Haves

Master’s degree in Health Administration or a related field.
Formal training or certification in leadership, quality improvement, change management, or project management.
Experience in centralized intake, access management, diagnostic imaging, ambulatory services, or regional health system planning.

Responsibilities

Provide strategic and operational leadership for the Diagnostic Imaging Coordinated Access Hub, with accountability for central intake performance, access outcomes, and system integration.
Develop and execute multi-year operational and access plans aligned with Mackenzie Health’s strategic plan, Ontario Health priorities, and regional coordinated access mandates.
Advise the Director on organizational and regional planning, policy interpretation, service redesign, and system transformation initiatives.
Lead, coach, mentor, and develop a multidisciplinary team, fostering accountability, innovation, continuous improvement, and service excellence.
Oversee centralized DI referral intake, including receipt, validation, clinical triage, distribution, and waitlist management using standardized, evidence-based criteria.
Ensure referrals support clinical urgency, patient preference, equitable access, and regional load balancing, while promoting timely and appropriate MRI and CT utilization.
Resolve complex access issues, clinical escalation requests, and cross-organizational challenges affecting patient flow, scheduling, and service delivery.
Lead quality improvement initiatives aligned with the Quintuple Aim, including initiatives to improve access and equity, enhance patient and provider experience, support workforce sustainability, and increase system efficiency.
Monitor access performance, wait times, demand patterns, and referral trends; identify system-level risks and opportunities for improvement.
Use patient, provider, and stakeholder feedback to inform service design, access pathway optimization, and continuous improvement.
Develop and refine standardized workflows and access processes, supporting consistent wait time management and coordinated connections to imaging services.
Serve as Mackenzie Health’s primary operational lead for DI coordinated access initiatives and work with Ontario Health, CI Lead Organizations, and regional hospital partners.
Represent Mackenzie Health on regional, sub-regional, and provincial working groups, steering committees, and advisory tables related to coordinated access, diagnostic imaging, and system integration.
Collaborate with partner organizations to co-design and refine triage models, coordinated access pathways, and shared performance frameworks.
Support organizational leadership in responding to government and Ontario Health directives, performance inquiries, and reporting requirements.
Oversee coordinated access technologies, including eReferral platforms, fax and eFax solutions, referral management tools, scheduling systems, and integrated health information systems.
Ensure data integrity, standardized reporting, and analytics capability, and oversee development and maintenance of a DI services directory aligned with provincial standards and referral requirements.
Establish, monitor, and evaluate key performance indicators for access, wait times, referral volumes, utilization, and equity of service delivery.
Prepare and present data-driven performance reports and analyses for internal leadership, Ontario Health, and regional partners.
Use data insights to inform capacity planning, demand management, and continuous improvement.
Lead large-scale change initiatives related to centralized intake, coordinated access workflows, digital enablement, and system transformation.
Develop and execute communication and engagement strategies for physicians, clinical teams, primary care, specialists, and external partners.
Build and sustain trusted relationships with internal and external stakeholders.
Manage the Hub’s operating budget and support financial sustainability and resource optimization.
Contribute to regional financial planning, cost modelling, and funding allocation related to coordinated access operations.
Oversee workforce planning, staffing models, and training strategies to ensure the Hub is adequately resourced and team capabilities meet organizational and provincial expectations.
Ensure compliance with legislative, regulatory, privacy, and accreditation standards related to diagnostic imaging, coordinated access, data management, and information sharing.
Identify and mitigate operational, clinical, and system risks, implement appropriate controls, and escalate issues to senior leadership as appropriate.
Comply with patient and staff safety policies and procedures and support a safe and inclusive environment.
Model Mackenzie Health’s values of Excellence, Leadership, and Empathy, and demonstrate behaviours consistent with its Commitment to Caring.