Job Title: Manager, eServices Planning & Operations
Organization: eHealth Centre of Excellence
Location: Kitchener, ON
Job Type: Full-time

Program Overview

The eHealth Centre of Excellence (eCE) develops, implements, and advances digital health tools and services – such as eReferral, eConsult, Virtual Care, Online Appointment Booking, Patient Forms, EMR Tools, and Automated Solutions – to better serve clinicians and patients across the province. We advocate for the continued and improved use of technology to enhance the connection and secure information-sharing between all clinicians in the patient’s circle of care, as well as communication between clinicians and their patients. We also support clinicians with tools that provide decision support at the point of care and improve data quality, leading to enhanced outcomes for patients.

The eCE works collaboratively with system partners, regional and provincial agencies, Ontario Health Teams, clinicians, and patients to support priorities that ensure equitable, seamless care for all residents in Ontario, and co-leads two provincial programs: the Ontario eServices Program and Evidence2Practice (E2P) Ontario. Our founding vision is one of innovation and partnership, and our mission is to be the leading, trusted digital health partner for primary care and integrated patient care.

About the role

Reporting to the Director of eServices, the Manager, eServices Planning and Operations will provide leadership, support, and guidance in the development and implementation of eServices program’s business roadmap, long and short-term strategic and operational plans, in alignment with eCE’s mission, vision, and strategic priorities. This role will centralize and lead the identification, monitoring, mitigation, and escalation of risks and issues identified from the various projects and portfolios across the eServices program. This role will drive operational excellence and continuously seek opportunities to improve program value, satisfy stakeholders, and strengthen relationships. This individual will work with various stakeholders including the eConsult Centre of Excellence, Ontario Health, vendors, clinicians, patient advisors, and internal staff to advance and expand program value.

Key Roles and Responsibilities

  • Lead the establishment of the new Planning and Operations portfolio
  • Lead, motivate, and support the Planning and Operations team to achieve excellence
  • Oversee the work of the Planning and Operations team and support decision making as needed
  • Support the team by providing coaching and feedback to develop the knowledge, skills, and performance of team members

Planning

  • Support the Director, eServices and the program management team in the development and implementation of eServices program’s business roadmap, long- and short-term strategic and operational plans in alignment of eCE’s strategic priorities
  • Work closely with the Director, Architecture and Standards, to understand the strategic priorities within the eCE’s technology roadmap, to evaluate potential opportunities and to prioritize work to align with and realize long and short-term technology goals
  • Lead the evaluation and discovery of potential vendor partnerships, business opportunities and risk according to the business and technology roadmaps and provide recommendations on a path forward to both the Director, eServices and Director, Architecture and Standards
  • Translate the strategic priorities into annual and long-term operational plans in formats appropriate for different audiences
  • Recommend projects to realize business and technology roadmap, including system integrations that involve multiple partners, support project resources and onboarding
  • Create eServices operational metrics and methods to foster a continuous improvement mindset
  • Lead workforce and resource planning of eServices program across the portfolios
  • Closely monitor the operational plans and lead the prioritization / re-prioritization process with the eServices management team to ensure appropriate resources assignment and deliverable achievement
  • Accountable for coordination of various eServices reporting requirements for both internal and external audiences including achievements, forecasts, risks, and issues

Operations and Risk Management:

  • Centralize and lead the identification, monitoring, mitigation, and escalation of risks and issues identified from the various projects and portfolios across the eServices program
  • Facilitate the solutioning of key business critical/priority issues and risks, and escalate as appropriate to the Director, eServices and/or Director, Architecture and Standards
  • In collaboration with the eCE Contracts and Procurement team:
  • Lead the negotiation and development of contracts and Statements of Work (SOW), in compliance with the eCE and eServices program standard processes
  • Track eServices contracts, agreements, and Statement of Work (SOWs) for compliance to ensure deliverable achievement and budget management
  • Identify risks and issues in vendor contracts and lead the resolution and escalation as appropriate
  • Support the management of operations and project budget including yearly, quarterly, and monthly forecasting, invoice verifications and variance tracking to inform and ensure the overall eServices program budget achievement

Process Management & Quality Improvement

  • Drive operational excellence and create a culture of continuous quality improvement (CQI)
  • Evaluate needs, establish operational processes, and optimize outcomes across all program portfolios through the identification, design, and implementation of improvement initiatives in alignment with organizational strategic plans
  • Guide performance improvement and operational programs and initiatives to achieve the program deliverables and targeted outcome metrics
  • Identify and propose provincial process improvement initiatives focusing on the quintuple aim (enhancing patient experience; improving population health; improving providers work life; reducing costs; and reducing health inequities)
  • Continually seek opportunities to improve program value, satisfy stakeholders, and strengthen relationships
  • Other duties as assigned

Qualifications

  • Minimum 5 years of relevant experience, including management of teams, and oversight of similar functions
  • Post-secondary degree in Business Administration, Leadership, Health Informatics, or equivalent combination of relevant education and experience
  • Project Management Professional or ITIL certification or equivalent is an asset
  • Knowledge or experience in operational excellence work is an asset (e.g. Lean operations, Continuous Quality Improvement, etc.)
  • Experience working with internal and external stakeholders to scope, resource, and plan projects that employ commercially available technology solutions to connect clinicians at different points of care and / or to support transitions of care
  • Knowledge of project and portfolio value and capacity management techniques
  • Experience prioritizing, onboarding, and resourcing interrelated projects with technical dependencies and resource constraints
  • Experience establishing and managing processes to provide routine monitoring and oversight to a portfolio of projects with technical dependencies and resource constraints
  • Knowledge of health information systems, technology, and software (e.g. EMR, HIS, Case Management Systems), implementation or integration experience is a strong asset
  • Exceptional communication skills with the ability to effectively engage, collaborate, and build partnerships with key internal and external stakeholders
  • Excellent analytical and problem-solving skills with exceptional attention to detail
  • Strong conflict resolution, facilitation, negotiation and mediation skills with the ability to build consensus across a diverse group of stakeholders
  • Ability to travel within Ontario as required

To apply

If this position is of interest to you, please apply via our Careers Website.

Feel like you don’t meet all the requirements? If you have some of the skills and experience that we’re looking for and are willing to learn the rest, we encourage you to reach out to us!

The eHealth Centre of Excellence team is a respectful and inclusive workplace. Upon individual request, hiring processes will be modified to remove barriers to accommodate those with disabilities. Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources at hr@ehealthce.ca for assistance.

The eHealth Centre of Excellence team is committed to employment equity.  We encourage applications from all qualified candidates including, 2SLGBTQ-identified persons, persons with disabilities, First Nations, Inuit and Métis individuals, and members of Black and other racialized communities, and individuals who speak languages other than English.

We thank all interested applicants; however, due to the volume of resumes we receive only those selected for an interview will be contacted.