Operations Leader Patient Transport

Job Summary
Patient Transport. It is a service department that, moves patients and patient-related items throughout the SMH and SJHC sites ensuring a timely and efficient response.
This position supports both Patient Transport and Environmental Services (EVS).
In addition to moving patients to tests and/or inpatient areas, the responsibilities of portering staff include: food cart and meal tray delivery to patient bedside at the SMH site, specimen pick and delivery, blood and pharmacy deliveries, and oxygen delivery. Additionally, some outpatient populations are transported from the building lobby to the clinic.

The primary role of the Operations Leader – Patient Transport. is to support all staff under their supervision, focusing on the development of efficient workers through ongoing job-related training, consistent monitoring, and completion of workloads/assignments, while ensuring all work activities are carried out in accordance with set policies/procedures, safely and on a timely basis.

Main Responsibilities
Operations Management

• Monitors day-to-day operations and responds to requests, including, following up and investigating service gaps or customer concerns about service delivery;
• Performs daily tours/rounds of assigned areas, including assessing performance and conduct against department and Hospital policies, procedures, and guidelines;
• Ensures staff are performing respective work activities as scheduled and as per area requirements and duty lists;
• Ensures staff have all required equipment/products/ supplies at their disposal,
• Ensures duty lists/work assignments for staff are maintained and up to date, Introduces and implements new, re-designed, and/or elimination of duty lists/work assignments;
• Plans, organizes, assigns, and monitors user-requested activities, and ensures completion of same;
• Participates in monthly meetings with respective unit/area stakeholders, departmental meetings, workgroups or committees, and/or meetings that may impact operations and/or support department or corporate initiatives;
• Ensures equipment, products, and supplies are handled and used safely and efficiently;
• Generates requests, and reports equipment/items requiring repairs, and follows up on progress/completion;
• Conducts Quality Assurance audits, and directs and coordinates corrective actions;
• Responds to, and coordinates departmental procedures for, emergency codes,
• Ensure staff complete all required learning.
• Reassigns, increases, and/or reduces staff on shift to respond to department or Hospital demands and needs
• Establishes standards and work procedures for the Patient Transport staff in accordance with the policies of the hospital;
• Ensures and follows-up with, employee's adherence to Hospital and department policies, procedures and guidelines, and all applicable legislation;
• Assess performance and conduct of employees, investigates and documents concerns, and initiates and carries out initial stage of formal progressive discipline process;
• Introduces and implements new, redesigned, and/or elimination of assignments;
• Provides recognition and rewards to staff through rounding and day-to-day recognition, award events;
• Trains and coaches employees in order to maximize work efficiency of each individual, and of the team as a whole;
• Facilitates weekly respective team's huddles and monthly department general staff meetings;
• Participates in Occupational Health & Safety processes, including staff Return to Work program and Job Demands Analysis;
• Ensures and follow's-up with employee's compliance with hospital and legislatives tests and mandatory trainings (e.g. T.B., Mask Fit, W.H.M.I.S., Accessibility for Ontarians with Disabilities, Workplace Violence, etc.);
• Reports and investigates accidents and incidents;
• Reviews and responds to Patient Satisfaction scores and feedback;
• Participates in development of department's annual goals & objectives.

Administration:

• Creates and/or updates department Standard Operating Procedures and guidelines;
• Completes Daily Shift Reports, and provides to Manager ;
• Responds to telephone and email requests and correspondences;
• Manages employee documentation;
• Enter staff payroll accurately
• Creates communications, to update teams of changes and reminders;
• Informs Manager of status of areas and employee matters on a weekly basis;
• Attends and participates in department and Hospital meetings

Human Resources

• Provides day to day guidance to the team as a subject matter expert;
• Implements appropriate systems to support the delivery of the day to day functional activities of the team;
• Works with the manager to build and foster an effective team environment and a culture built on respect, trust, wellbeing and lifelong learning for staff;
• Ensuring appropriate systems/interim coverage are in place for the management of vacancies and short-term/long-term absences to provide continued full functioning of the department;
• Collaborates with the Manager on recruitment efforts for vacant positions, which may include resume screening, participating in interview panels and selecting candidates, to ensure the team possesses the required technical and other relevant skills to contribute to the success of the department;
• Promotes a teamwork environment where staff from diverse multilingual and multicultural backgrounds can interact productively and efficiently;
• Assists the manager in providing recognition, feedback and ways to motivate staff;
• In conjunction with the manager, participates in the performance management of staff, which may include gathering relevant information around incidents/complaints/concerns, providing feedback directly to staff, taking part in investigations, providing input on corrective action(s), issuing non-disciplinary and disciplinary letters, and supporting the creation/implementation/follow up of any learning plans or performance improvement plans as required);
• Assists the manager in identifying & providing relevant training/in-service;
• Assists the manager with the dissemination of relevant communications to staff through various means, e.g. huddles, email, one-on-one, etc.
• Monitors and follows-up with, employee punctuality and attendance in accordance with absence policies, procedures and guidelines, and the Attendance Management Program;
• All staff are expected to carry out their assigned duties and responsibilities in a manner which prioritizes patient and employee safety and confidentiality. Key accountabilities in this regard include:
• Strict compliance with patient/employee confidentiality practices and policies
• Strict compliance with patient/employee safety practices and standards.
• Appropriate identification, reporting and response to patient/employee confidentiality breaches in accordance with established policies and procedures
• Appropriate identification, reporting and response to patient/employee safety risks and incidents/events in accordance with established policies and procedures.

Qualifications

• Community college diploma in health care or business.
• Minimum of three (3) years' experience in the following areas: formal supervisory position, directly supervising staff ;
• Previous experience supervising in a unionized environment.
• Strong customer service skills
• Hospital experience an asset;
• Familiarity with government legislation relating to employment laws and human rights;

Unity Health Toronto is committed to creating an accessible and inclusive organization. We strive to provide a recruitment process that is barrier-free and in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We understand that you may require an accommodation at any stage of the recruitment process. When you are contacted, please inform the Talent Acquisition Specialist and we will work with you to meet your accommodation needs. We want to emphasize that all accommodation requests are handled with the utmost confidentiality, respecting your privacy and dignity.