Manager, Quality & Transformation

University Health Network • Toronto, ON

18h • CA$48 - CA$72 • Onsite

About The Position

Reporting to the Clinical Director, Schroeder Arthritis Institute (SAI) and UHN Connected Care, the Senior Manager, Quality & Transformation is a key member of the UHN leadership team and is accountable for leading strategic, quality improvement and transformation initiatives across assigned portfolios. The Senior Manager will work in close partnership with medical, clinical, operational, administrative, research, digital health and Connected Care partners to design, implement and sustain high-impact initiatives that advance care and improve quality, safety, access, patient experience, staff experience and operational effectiveness. The successful candidate will manage multiple concurrent initiatives that are complex and span clinical programs, ambulatory and outpatient care, operational teams, digital health partners, patients and care partners, community partners and internal/external healthcare organizations. Critical to this role is the ability to apply a health system lens, build trust across stakeholders, align strategic priorities with practical implementation, and support measurable and sustainable change. We are seeking a Senior Manager, Quality & Transformation to lead a portfolio of quality, transformation and strategic initiatives. The role will help advance UHN priorities related to integrated care, care pathway redesign, quality improvement, clinical operations transformation, patient and care partner experience, access, transitions in care and digitally enabled models of care. This role is intended to provide senior-level management and transformation support across SAI and relevant Connected Care priorities.

Requirements

• Completion of a recognized Master’s degree in Health Administration, Business Administration, Quality Improvement, Health Informatics, Clinical/Health Sciences or a related discipline; equivalent education and experience may be considered by UHN/People & Culture.
• Minimum ten (10) years of progressive experience in healthcare, quality improvement, transformation, operations, project/program management, integrated care and/or strategy.
• Demonstrated experience leading complex quality improvement, transformation, operational redesign and/or integrated care initiatives in a clinical or hospital environment with multiple stakeholders.
• Experience working with senior leaders, physicians, clinical teams, operational teams, administrative teams, digital health partners, external healthcare partners and patient/care partner stakeholders.
• Experience with governance structures, committee reporting, portfolio planning, senior-level briefing materials and executive decision support.
• Strong knowledge of quality improvement methodologies and tools, such as Lean, PDSA, process mapping, measurement planning, root cause analysis, audits and performance reporting.
• Demonstrated ability to integrate project management, change management and stakeholder engagement approaches to support adoption, sustainability and measurable outcomes.
• Experience using data, performance indicators, dashboards, audits and evaluation frameworks to support decision-making and continuous improvement.
• Demonstrated staff leadership skills, including coaching, mentoring, work allocation, recruitment support, onboarding, performance input and conflict resolution.
• Excellent ability to anticipate and analyze risks and issues, explore alternatives, develop recommendations with subject matter experts and present recommendations to senior leadership.
• Excellent verbal and written communication skills, including strong presentation, facilitation, report-writing, briefing note, business case and executive communication skills.
• Ability to independently manage multiple priorities, adapt to a fast-paced environment, work under pressure, meet deadlines and maintain strong attention to detail.
• Excellent interpersonal and client-service skills with the ability to build trust and work collaboratively across complex stakeholder environments.
• Strong tactical execution skills with sound strategic thinking, judgment, political acuity and problem-solving ability.
• Proficient use of Microsoft Office and related tools, including Outlook, Teams, Word, Excel, PowerPoint and project/portfolio management tools such as MS Project, Smartsheet, JIRA or equivalent.
• Employment requirements, including vaccination and/or other workplace health requirements, are subject to current UHN policy and applicable legislation.
• A Criminal Record Check may be required of the successful candidate.

Nice To Haves

• Minimum five (5) years of experience in a management, supervisory or formal leadership capacity is preferred.
• Experience supporting outpatient, ambulatory care, surgical, medical, rehabilitation, chronic disease and/or complex care programs is an asset.
• Experience with digitally enabled care, remote care monitoring, clinical systems, clinical workflow redesign, integrated care pathways, access improvement, transitions in care and/or Connected Care initiatives is strongly preferred.
• Experience managing budgets, resources, procurement processes, vendors, contracts and funding requirements is an asset.
• Project Management Professional (PMP), Change Management Certification, Lean/Six Sigma certification, Certified Health Executive (CHE), or quality improvement certification are assets.
• Experience in an academic health sciences centre, large teaching hospital, UHN environment, public-sector healthcare environment or research-adjacent environment is an asset.

Responsibilities

• Provide overall leadership, planning and oversight for quality, transformation, integrated care and strategic initiatives, ensuring alignment with UHN, SAI and Connected Care priorities.
• Lead and/or support initiatives related to quality improvement, clinical operations transformation, care pathway redesign, outpatient and ambulatory care improvement, access and flow, patient experience, staff experience and operational effectiveness.
• Support Connected Care priorities related to care integration, digital enablement, remote care monitoring, transitions in care, eReferral/eConsult, online appointment booking and other initiatives that improve access, coordination and continuity of care.
• Work in close partnership with medical, clinical, operational, administrative, research, digital health and Connected Care partners to design, implement and sustain high-impact initiatives.
• Partner with clinical programs, physician leaders, operational teams, digital health teams, community partners and patient/care partner advisors to support co-design, implementation and adoption of integrated and digitally enabled models of care.
• Manage and oversee the successful planning, implementation, evaluation and sustainment of program projects, quality improvement initiatives, transformation priorities and performance metrics.
• Support the Clinical Director with strategic planning, operational planning, portfolio development, business cases, proposals, briefing notes and executive-level decision materials.
• Oversee governance and committee structures related to assigned portfolios, including preparing agendas, reports, dashboards, recommendations, risk/issue updates and decision materials for executive leadership, steering committees and working groups.
• Co-chair, lead or participate in committees and working groups as required, ensuring actions, decisions, risks and accountabilities are documented and advanced.
• Apply quality improvement, project management, change management and implementation approaches to ensure initiatives are evidence-informed, measurable, sustainable and operationally practical.
• Develop, implement, manage and review short- and long-term plans, including workplans, milestones, deliverables, accountabilities, dependencies, resource plans, communication plans and evaluation plans.
• Identify, analyze and escalate risks, issues and barriers; develop practical recommendations and mitigation strategies in collaboration with clinical, operational and subject matter experts.
• Use data, performance indicators, audits, patient/staff feedback, environmental scans and operational analysis to support decision-making, implementation planning and continuous improvement.
• Prepare and present high-quality materials, including executive summaries, briefing notes, business cases, dashboards, slide decks, reports, implementation plans, evaluation reports and communications for diverse audiences.
• Support SAI quality and transformation priorities, including initiatives that advance patient-centred, equitable, safe, effective, timely, accessible and efficient care.
• Support development of REB/ethics/QIRC submissions, grant applications, operational policies/procedures, communications and implementation materials required to advance SAI and Connected Care priorities.
• Manage budgets, funding, resource planning, procurement activities, vendor relationships and contract deliverables as required, in collaboration with Finance, Procurement and project/portfolio leads.
• Provide supervision, coaching, mentoring and work allocation support for project, quality, administrative, analyst, student or other resources as assigned.
• Support recruitment, onboarding, performance input and staff development for assigned resources, where required.
• Build and maintain effective relationships with senior leaders, physicians, interprofessional teams, administrators, external partners, patients/care partners and other stakeholders to enable successful implementation and sustainment.
• Ensure initiatives comply with applicable privacy, regulatory and UHN policy requirements, including PHIPA/Ontario privacy legislation and organizational standards.
• Perform other corporate, management, cross-functional and portfolio duties consistent with the job classification as assigned by the Clinical Director.

Benefits

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager