Together, we do amazing things every day.
Imagine a supportive employer, a career that fits your lifestyle, and many learning opportunities. With the Hamilton Family Health Team, you can have all of that, and more. We work hard to create an innovative and diverse workplace that values the contributions of our employees. No matter what your role, working with us is about making a difference – every day!
Your Opportunity:
The Manager, Quality and Patient Experience provides operational leadership for HFHT’s quality improvement, patient experience, and practice sustainability portfolios. Reporting to the Director, Quality, Clinical and Innovation, this role supports the development and implementation of the annual Quality Improvement Plan (QIP), oversees quality data collection and reporting, and leads HFHT’s patient experience and patient safety programs.
A key focus of this role is sustaining and strengthening HFHT’s existing physician members and primary care practices. The Manager works to understand the needs, gaps, and efficiencies within member practices, connects them to organizational supports and core services, and ensures the quality team’s efforts are grounded in the realities of day-to-day primary care. This role recognizes that long-term organizational health depends on the sustainability of the practices at its core.
Roles and Responsibilities:
Quality Improvement
- Supports the Director in developing and implementing the annual Quality Improvement Plan (QIP), including defining indicators, change ideas, and evaluation criteria.
- Leads quarterly data collection, analysis, and reporting processes to track QIP progress and organizational performance.
- Supports the Director in preparing materials and data summaries for the Board Quality Committee.
- Promotes evidence-based practice and the use of QI methodology across HFHT teams and programs.
- Identifies gaps in data availability and works collaboratively to implement solutions.
- Supports and advances quality improvement initiatives through committee participation, project work, and interdisciplinary collaboration.
Practice Sustainability and Efficiency
- Leads a proactive, systematic approach to understanding the needs and sustainability of HFHT’s existing physician members and primary care practices
- Oversees the development and implementation of a practice needs assessment framework, including regular collaboration with Physician Affairs and Primary Healthcare Managers, to engage with physician members to surface gaps, emerging challenges, and opportunities for organizational support.
- Directs the use of EMR and organizational data to build an ongoing picture of practice health, including service utilization, roster status, patient attachment, and clinical performance trends.
- Oversees the assessment and resolution of practice-identified workflow and administrative challenges, leading the development of tailored improvement strategies in partnership with the requesting practice.
- Translates practice-level findings into strategic recommendations for the Director and senior leadership, informing decisions on service development, resource allocation, and organizational priorities.
- Leads the ongoing evolution and scaling of the HFHT Help Centre, an email-based ticketing system that provides physician members and practices with dedicated administrative support in navigating organizational operations and resolving requests in a timely and responsive manner.
- Oversees the analysis of Help Centre data as an organizational intelligence source, using patterns and trends in practice requests to inform priority-setting, service gaps, and strategic recommendations to leadership.
Team Leadership and Management
- Provides day-to-day supervision, coaching, and performance management for Quality Improvement Decision Support Specialists, Practice Facilitators, the Data Quality Coordinator, and the Custom Forms Specialist.
- Establishes clear performance expectations and supports professional development across the quality team.
- Builds team capacity in QI methodology, data literacy, improvement science, and practice facilitation.
- Champions an inclusive, psychologically safe, and collaborative team culture aligned with HFHT’s mission, vision, and values.
- Aligns team priorities with HFHT’s strategic plan and annual business planning cycle.
Patient Experience
- Oversees the administration, analysis, and reporting of HFHT’s patient experience survey program.
- Chairs the Patient and Family Advisory Group (PFAG), facilitating meaningful patient and family engagement in organizational quality and improvement work.
- Leads the patient relations function, including oversight of patient complaints and concerns processes, ensuring timely and respectful responses.
- Partners with clinical and operational leaders to identify and act on themes arising from patient feedback.
- Develops and maintains reporting on patient experience trends for internal and external audiences, including the Board Quality Committee.
Patient Safety
- Leads the continued development and implementation of HFHT’s emerging patient safety program.
- Builds and sustains a just culture of patient safety across the organization, supporting staff to identify, report, and learn from patient safety events.
- Develops and maintains processes for patient safety incident review, analysis, and improvement.
- Monitors emerging patient safety trends and best practices, and supports their integration into HFHT policies and practices.
- Prepares patient safety reports and data summaries for quality governance bodies as required.
Reporting and Governance
- Supports the Director in preparing materials, presentations, and data reports for the Board Quality Committee.
- Ensures quality data is accurate, timely, and fit for purpose across all reporting functions.
- Participates in internal and external committees as a representative of the quality portfolio.
Qualifications and Skills:
- Undergraduate degree in a health-related field required; graduate degree in healthcare quality, healthcare administration, or health informatics preferred.
- Minimum five (5) years of experience in quality improvement, patient experience, or a related health system role; at least three (3) years in a leadership or supervisory capacity.
- Demonstrated experience working with physician members or primary care practices, with an understanding of the operational realities of primary care in Ontario.
- Demonstrated experience leading or contributing to QI initiatives across the full design, implementation, and evaluation cycle.
- Certification or advanced training in quality improvement methodology (e.g., IHI, Lean, Model for Improvement) an asset.
- Experience with key performance indicator analysis, monitoring, and reporting in a healthcare setting.
- Proficiency in using data and EMR/EHR systems to support quality improvement and practice-level analysis; familiarity with Ontario primary care systems an asset.
- Experience in needs assessment, practice facilitation, or a related function involving structured engagement with care teams or providers.
- Experience in patient experience program management, patient relations, or patient and family engagement.
- Knowledge of patient safety principles and just culture frameworks; experience with incident reporting and review processes an asset.
- Strong leadership skills with demonstrated ability to manage, coach, and develop teams, 3-5 years experience managing a team preferred
- Excellent organizational, planning, and project management skills.
- Strong communication and interpersonal skills with the ability to build effective working relationships with physician members, clinical teams, and operational partners.
- Sound judgment and problem-solving ability in complex, fast-paced environments.
Why join the HFHT?
Competitive Employee Value Proposition including, but not limited to:
Healthcare of Ontario Pension (HOOPP)
Extended health care benefits including health, dental, vision & critical Illness insurance
Meaningful, purpose-based work
12 paid Stat holidays and one (1) extra float day
Hybrid work schedule
Ongoing green initiatives
Summary
Classification: Non-Union
Primary Location: Hamilton
Employee Class: Full Time 1.0 FTE
Schedule: Monday-Friday
Start Date: ASAP
Salary: $117,775 – $133,252.05
Application Instructions:
Interested applicants please submit résumé and cover letter as one document using naming convention
Last name, First name_Position via email: [email protected]
Note:
If successful in receiving a job offer with the Hamilton Family Health Team, new hires may be required to provide proof of full COVID-19 vaccination prior to start date as a condition of their employment. If successful candidates are unable to get their COVID-19 vaccination as a result of a medical exemption, they may be required to submit supporting documentation to establish that they are exempt from this requirement.
The HFHT is committed to building a respectful, caring, equitable, and inclusive workplace where staff reflect the diversity of the communities that we serve. As such, we welcome applications from all qualified individuals including all equity-deserving groups. In addition, we are committed to accessibility and creating a barrier free hiring process in accordance with the Ontario Human Rights Code, and the AODA (Accessibility for Ontarians with Disabilities Act, 2005). Accommodation is available upon request at any point in the selection process by notifying the recruitment staff.
