Patient Care Contracts Lead – Family Managed Home Care (#156-24)

Position: Patient Care Contracts Lead – Family Managed Home Care

Posting Number: #156-24

The Patient Care Contracts Lead – Family Managed Home Care will focus on supporting newly implemented Ontario Health atHome priorities and programs such as the Family Managed Home Care (FMHC) program. As a member of the provincial Patient Care Contracts - Specialty Contracts team, the Lead builds and maintains relationships with the Contracts Specialists, Contracts Manager, Care Coordinators, Finance leads, as well as the patients and families registered in the FMHC Program with information and timely access to program.

• Provides contract information and guidance to identified patients/Substitute Decision Makers (SDMs) regarding newly implemented Ontario Health atHome priorities, such as the FMHC program;
• Responsible to inform on and maintain processes and strategies to ensure accurate and timely patient onboarding to the FMHC Program and compliance to the Standard Work;
• Reviews FMHC agreement with each patient/SDM to ensure understanding of different requirements and ensures information is complete and accurate;
• Provides education and training to patient/SDM as needed regarding FMHC agreement, onboarding, funding, reporting processes and ensuring they receive prompt reimbursement for services that are compliant with the Ontario Health atHome agreement and the relevant policies and directives of Ontario Health atHome;
• Prepares and sends appropriate correspondence to patient/SDM ensuring confidentiality;
• Participates as part of a larger Ontario Health atHome team in determining patient’s/SDM’s ability to manage responsibilities of the FMHC agreement, in conjunction with Patient Services and Finance and other Ontario Health atHome programs as appropriate;
• Drafts, reviews and coordinates completion of agreements within and administers amendments as necessary;
• Monitors receipt of required onboarding documents, confirms accuracy of information and follows up with patient/SDM as required;
• Interacts directly with patient/SDM and assists as required to resolve any concerns with patient/SDM;
• Investigates anomalies and other inconsistencies, and escalates issues on a proactive basis to the appropriate area;
• Performance monitoring and compliance auditing and notifies management of trends where appropriate;
• Consult on issues and where necessary, assist families to handle and resolve issues in a timely and effective manner, engaging the escalation process as required.
• Maintains detailed filing system for audit, and is compliant with records management policy of the organization;
• Liaises within the provincial FMHC team and with other departments as required to resolve issues;
• Assists with orientation, reporting, training and caseload volume of Contract Specialists;
• Participates in presentations and ongoing development of various Ontario Health atHome programs providing input and feedback on the FMHC agreement and related contracting processes;
• Supports Manager, Leads and Specialists as needed to ensure departmental and organizational goals are met as it applies to the FMHC Standard Work and ensuring a consistent patient experience;
• Supports a targeted geographic area, but the role is provincial to allow flexibility to provide support as needed in all areas to maintain a steady workflow and respond to surges and dips in FMHC referral volume and contract maintenance tasks (e.g. annual rate increases, annual school year agreements) across the province;

What must you have?

• Demonstrate knowledge of analytical and interpretation skills that would support quality outcomes
• Understanding of relevant legislation and regulations (i.e. OHSA, CCA)
• Experience in change management, project management, quality improvement
• Demonstrated leadership abilities to form effective working relationships with internal and external customers and patients as well as build and lead teams through system level change.
• Excellent organizational, interpersonal and communication skills.
• Excellent communication skills, both oral and written.
• Experience drafting and executing contracts on behalf of the Organization.
• Ability to troubleshoot and create innovative solutions to systematically and effectively resolve problems or issues.
• Strong stakeholder management skills and attention to detail required.
• Able to use MS Office applications (e.g., Word, Excel, PowerPoint, SharePoint etc.).
• Demonstrated ability to work collaboratively to achieve goals;
• Demonstrated ability to organize/prioritize work appropriately;
• Ability to work in a fast-paced and deadline-driven environment, with frequent changes and interruptions;
• Demonstrated ability to prepare and effectively communicate contractual information;
• Ability to communicate and explain complex finance and contract information to patients/SDMs;
• Ability to collaborate with Ontario Health atHome internal and external partners as well as Ontario Health atHome staff at all levels and identify problems, handle complaints, and suggest changes to current practices and procedures;
• Ability to handle sensitive and confidential information, deal with complex issues, exercise diplomacy and discretion;
• Excellent customer service skills;
• Self-starter with a commitment to learning;
• Proven proficiency with Microsoft spreadsheet and word-processing programs;
• Must have a valid driver’s license and access to a reliable vehicle, as some travel may be required;
• Advanced oral and written proficiency in both English and French is required.
• We have a mandatory COVID-19 vaccination policy. As a condition of employment, all employees are required to submit proof of COVID-19 vaccination status prior to start date.

• Experience in a healthcare or public sector environment

Equity, Inclusion, Diversity and Anti-Racism Commitment

Ontario Health atHome is committed to a culture of equity, inclusion, diversity and anti-racism. We are committed to attracting, engaging and developing a workforce that reflects the diverse communities we serve. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request.