Supervisor, Patient Access

Job Number: JR106638

Job Title:

Supervisor, Patient Access Union:
Union:
Job Category:
Professional Hospital

Location:

General Site Job Type: Temporary (Fixed Term), Full time Contract Duration: 12 months Number of Positions: 1 Minimum - Maximum Hourly Rate: $52.97 - $61.407

Hours:

Days, Evenings

Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east.

We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the 2021 Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our leading edge work on Communities of Inclusion, Inclusion Calendar, Health Equity Certificate Program and much more.

We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023 – 2025 and Greater Toronto's Top Employers for 2026. Learn more at

Reporting to the Manager, Patient Access, the supervisor oversees, directs and coordinates the daily activities of the centralized patient scheduling (CPS) office at the Scarborough Health Network. The incumbent will work with front-line staff, clients and management to ensure the timely and efficient delivery of scheduling services along with excellent customer service. This role will also provide support and supervision for one or more Patient Access functions (registration, bed allocation, and centralized patient scheduling) corporately.

It will support ongoing transformation and optimization projects across the Patient Access functions with a focus on increasing organizational efficiencies while improving the patient experience.

• Supervise day-to-day operations of Patient Access functions – provide 1st line of support for staff.
• Supports recruitment, retention, scheduling, coaching/development, and performance management of frontline staff.
• Utilize registration, scheduling, and call volumes from EPIC to update staffing requirements.
• Support budget management through appropriate scheduling and resource allocation.
• Ensure appropriate staffing mix to reduce turnover and overtime.
• Utilize LEAN approach for supplies management.

• Support projects for optimization of Patient Access functions in alignment with corporate strategic initiatives.
• Use data & dashboard reporting from EPIC to monitor Patient Access-related processes and identify optimization opportunities.
• Work with Patient Access Managers and clinical management team to address areas for improvement.

• Monitor office performance related to call volumes, call handling times, call abandonment rates.
• Design reports and analyze data impacting patient access activities.
• Ensure optimal service and data quality management for efficient day-to-day operations supported by appropriate documentation of standards and expectations.
• Develop and maintain department standards, and associated standard work/SOPs and processes.
• Maintain and Improve Data Quality through SOPs, staff training, audits, and reporting.

• Ensure Staff & Patient Safety and positive Patient Experience.
• Foster culture of safety by following the hospital’s comprehensive safety programs and practices including staff safety, patient safety, environmental safety and participates in regular in-service education in this area.
• Foster a culture of Patient & Family Centred Care (PFCC) and excellent customer service within the Patient Access department.

Other Participation in Committees and Working Groups as necessary.

Collaboration with other patient access supervisors to provide cross-coverage as needed.

• High School…