Manager, Performance & Quality Management, PDHIS

Manager, Performance & Quality Management, PDHIS

AO Communication & Business Alignment

Burnaby, BC

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Provincial Health Services Authority (PHSA) plans, manages and evaluates selected specialty and province-wide health care services across BC, working with the five geographic health authorities to deliver province-wide solutions that improve the health of British Columbians. PHSA embodies values that reflect a commitment to excellence.

Reporting to the Director, Service and Performance Management, the Manager, Performance and Quality Management has direct responsibility for the designated portfolio in support of the Workplace Evolving Services and Technology (WEST) agreement within healthcare across the province, including the supervision of staff and the development and continuous improvement of technology service business processes and practices. The Manager ensures consistency of services and solutions with healthcare strategy and efforts to maximize alignment and improve service delivery and clinical outcomes. They are responsible for managing process development, reporting, monitoring, and auditing required to support the Service Performance Standards. Additionally, the Manager develops management of processes according to the Risk Management Plan and the Quality Management and Assurance Plan. This role is required to develop effective partnerships with key parties including healthcare service providers, vendors (NTT Data) and outside contractors aligned with established service level agreements (SLAs).

What you’ll do 

• Develops, implements, and monitors the management of processes according to the Risk Management Plan and the Quality Management and Assurance Plan.
• Manages process development, reporting, monitoring, and auditing required to support the Service Performance Standards.
• Actively manages to optimize resource utilization and service quality. Develops and uses metrics and key performance indicators (KPIs) to identify performance issues or other variances, develops and implements strategies to address and to improve performance.
• Provides leadership and oversight of the day-to-day operations for a designated team to drive operational excellence and ensure alignment with WEST Alliance Office goals and operating plans. Conducts an analysis of the current situation and the future requirements of the portfolio, sets specific goals and objectives aligned to the overall strategic direction of WEST Alliance Office, and determines priorities for planning and implementing strategies in collaboration with the WEST Alliance Office Leadership and key partners.
• Provides leadership and guidance to assigned staff using effective management techniques (for example, coaching, mentoring, delegating, building teams, and managing performance) to support the achievement of required outcomes and to ensure that staff members are achieving a level of performance that meets the highest standards within their areas of function. Fosters a positive working environment including seeking opportunities to reward and recognize team and individual contributions, listening to the team’s concerns and enabling decision-making at the front line.
• Evaluates individual and team performance in collaboration with appropriate partners and peer staff ensuring probationary and annual reviews are completed for assigned staff. Handles grievances and investigates work and staff issues and initiates disciplinary action up to and including terminations.
• Prepares and manages the annual operating budget for designated services, monitors variances and develops and executes corrective actions.
• Develops and continuously improves existing and new technology service processes and methods.
• Develops effective partnerships with partners including healthcare service providers, vendors and outside contractors aligned with established service level agreements (SLAs).
• Engages other teams across PHSA and partners to provide seamless customer service, challenging the status quo.
• Establishes the disciplines and processes required to manage all aspects of a quality management shared service program to minimize support costs and complexity while supporting Health Authority business requirements.
• Other duties as assigned.

What you bring

Qualifications

• A level of education, training, and experience equivalent to a Bachelor’s degree in Business or a related field, plus seven (7) years recent related experience in large, complex, multi-site organizations, including a minimum of five (5) years in a progressively more responsible leadership role.
• Relevant industry certifications, such as a Risk Management Certificate, Total Quality Management, Lean Six Sigma Green Belt.

Skills & Knowledge

• Team player with well-developed interpersonal and communication skills and proven experience managing and coaching teams for high performance.
• Customer focused with ability to facilitate and encourage cooperation between diverse operational groups and skill sets.
• Demonstrated ability to build and maintain effective relationships.
• Self-directed, highly motivated, results-oriented, and able to motivate others.
• Demonstrated ability to lead teams and to promote teamwork both virtually and locally.
• Critical thinking skills and proven ability to effectively manage human and fiscal resources.
• Sound judgment and decision-making skills.
• Demonstrated understanding and experience of quality management, quality assurance process, operational planning, and program development. Ability to prioritize and manage multiple tasks and projects.
• Ability to work in an environment in transition and act as an agent of change.
• Excellent written and verbal communication skills, accompanied by proven presentation skills in a corporate setting.
• Proven technology background with a solid understanding of infrastructure and technology frameworks such as Information Technology Infrastructure Library (ITIL).
• Extensive understanding and experience managing device and related technologies.
• Demonstrated knowledge and understanding of legislative obligations and provincial commitments found in the foundational documents - including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study - and how they intersect across the health care system.
• Supports team members on their ongoing learning journey, ensuring education strategy for team/department to eradicate Indigenous-specific racism and discrimination and embed Indigenous Cultural Safety at a practical level.
• Ensure integration of the legislative obligations and provincial commitments into policies, procedures and programs prior to engaging IH teams/departments.
• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees. 
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles. 
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources. 
• Annual statutory holidays (13) with generous vacation entitlement and accruement. 
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position). 
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.  

Job Type: Regular Full-Time
Salary Range: $106,026 - $152,413/year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part-time roles.
Location: 1795 Willingdon Avenue, Burnaby BC V5C 6E3
Closing date: Applications Accepted Until Filled
Hours of Work: 08:30- 6:30 Monday-Friday
Requisition #: 174596E

What we do

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Government unanimous passing of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to meaningful and lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as we move toward self-determination. Guiding these efforts PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as  including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study. 

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca

Please note the internal job posting will no longer be accessible after the expiry date of November 4, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.