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Process and Care Design Advisor, Mississauga Halton Community Care Access Centre

Mississauga, Ontario
Deadline June 19, 2015

We’re Seeking Exceptional People to Join Our Team

Mississauga Halton Community Care Access Centre (CCAC) is committed to providing outstanding care -every person, every day.

As one of 14 CCACs across Ontario, our staff help patients plan and make informed choices about their health care options. To do this, they work in partnership with patients, families, care providers, hospitals, long-term care homes and others. At the heart of our work is quality community care that focuses on meeting each patient’s best interests and working in partnership across the Mississauga Halton region to ensure seamless delivery of quality care. Whether a job involves direct patient contact, supports those who interact with patients daily, or focuses on regional programming, we empower every employee to focus on our patients and their families. As demand for Mississauga Halton CCAC services continues to rise, we have a strategic plan that positions us to successfully meet this challenge. Integral to this plan is having exceptional people in place.

For more information on Mississauga Halton CCAC, please visit our website at

We are currently recruiting a Process and Care Design Advisor

Competition # FY1516-038
Date Posted: May 29, 2015
Posting Close Date: June 19, 2015
Start Date: Immediately
Reports to: Director, Patient Care
Category: Temporary Full Time - 2 year contract
Primary assigned location: 2655 North Sheridan Way, Mississauga

Position Outline:

Reporting to the Director, Patient Care, the Process & Care Design Advisor is responsible for driving process design/redesign that adds value to patients and caregivers by managing, developing, implementing, evaluating, and monitoring the spread of successful ”core business” process improvement initiatives for Patient Care at the Mississauga Halton Community Care Access Centre (CCAC). Through meaningful engagement with key internal and external stakeholders, including staff at all levels of
the organization, service provider partners, other system partners, and with particular focus on patients and caregivers, the Process & Care Design Advisor will collaborate on the design/re-design of critical processes that demonstrate innovation, reduce waste and duplication, leverage technology, promote integration, improve coordination and communication, and foster accountability and transparency to patients and families. The incumbent will be expected to work in a dynamic environment that will produce meaningful changes to core processes that have frequent interface with partners in care delivery external to CCAC. A driver in generating operational results leading to success against the organization’s key priorities, the role will support an organizational culture in which learning and striving for excellence is enhanced.

If you have these skills and are interested in the opportunity to help shape the future of community health care in Ontario, this exciting new opportunity will be of interest.

Key accountabilities of this position include:

Process & Care Design Management

  • Provide leadership and management for Patient Care quality improvement initiatives
  • Lead the ongoing systematic review and design/re-design of key Patient Care core business processes to maximize patient/caregiver and system outcomes and efficiencies including:
  • Business processes and workflows
  • Be the link between project teams, Strategy, Quality & Outcomes, Information Management & Technology and Patient Care to identify and implement new, efficient, safe patient care processes. Lead the analysis, design/re-design implementation, monitoring, evaluation, and spread of selected business processes
  • Ensure process improvements are stable and sustained by operations with accountabilities to the appropriate portfolio
  • Identify gaps and strategize improvements in the delivery of patient services
  • Provide recommendations for the type of quality improvement methodology to be applied in various projects that will directly impact patient and families’ experiences, based on analysis of people, processes, scope of required change, and expected deliverables
  • Prepare and present reports that identify and analyze trends using quantitative and qualitative data
  • Provide hands-on training and mentorship to staff at all levels in Patient Care, in measurement as it relates to process improvements, Continuous Quality Improvement (CQI) methodology, and change management. In collaboration with other subject matter experts build organizational knowledge, competence, and capacity and drive quality improvement work in everyday practice
  • Apply project management principles where required to drive accountability and on-time implementation of Patient Care lead quality improvement projects/initiatives
  • Provide excellent facilitation skills for various improvement events embedding quality improvement methodologies (LEAN, Model for Improvement, etc.)


  • Participate in the development and successful implementation of the department’s annual priorities in alignment with the organizational priorities
  • Implement and monitor tools and processes that enable the delivery of high quality and safe services
  • Provide leadership to designated work groups, programs and/or committees as required

Qualifications include:

  • University degree in Engineering, Health or Social Science, Health Administration (or an equivalent combination of education and experience);
  • Five (5) to seven (7) years related experience, preferably in a healthcare environment; with minimum two (2) years management experience
  • Improvement Advisor Certification through the Institute for Healthcare Improvement (IHI), Certification in Lean and/or related quality improvement methodology (e.g. Six Sigma) preferred;
  • Licensed/registered member of a related regulated health profession, in current good standing with the respective professional College preferred
  • Experience and proven track record in the application of Lean Methodology, Six Sigma, Patient Experience, and other recognized models for improvement
  • Demonstrated facilitation and presentation skills, with an ability to engage and influence multiple levels of staff, within and outside of the CCAC, lead quality improvement activities and process redesign
  • Demonstrated knowledge and application of change management concepts
  • Experience in coaching and/or teaching quality and process improvement methods
  • In-depth knowledge of qualitative and quantitative measures, evaluation, and utilization measurement
  • Demonstrated ability to introduce and manage change, new concepts, best practices and skills development
  • Experience and working knowledge of care delivery in community and health care environments an asset
  • Self-directed with an ability to organize, plan, prioritize and multi-task
  • Ability to think critically, analytically, probe, analyze and problem solve

Thank you for your interest in joining our exceptional team at Mississauga Halton Community Care Access Centre (MH CCAC).

To apply for this vacancy please submit a resume with covering letter stating the areas of interest (Hospital, Community or Contact Centre) and preferred employment type to the following link:
Only those candidates selected for an interview will be contacted.