Supervisor, Patient Care & Service Delivery

Ontario Veterinary College Health Sciences Centre

One (1) permanent, full-time position – Guelph, ON

Ensuring a positive experience for patients and clients at the Ontario Veterinary College (OVC) Health Sciences Centre – from first contact to discharge – will be your mission in this key leadership role at the University of Guelph. If you’re both qualified and up to the challenge, we should talk.

The OVC Health Sciences Centre (HSC) provides a comprehensive, innovative clinical environment for experiential learning and discovery through the provision of excellence in patient care and the client experience. As a Supervisor, Patient Care and Service Delivery, you’ll be accountable for patient care and client services at the Companion Animal Hospital, the Animal Cancer Centre, and the Large Animal Hospital.

In this operational role, you’ll be one of six Supervisors overseeing a team of HSC Registered Veterinary Technicians, Hospital Assistants, SPD Technicians, Client Services staff, Animal Care Assistants and Medical Records staff. Taking a strategic approach to resource utilization (people and equipment) in a complex, 24/7 patient services operation, you’ll ensure a smooth, safe and efficient hospital, teaching and research environment while meeting fiscal targets.

Your key areas of responsibility as a Supervisor of Patient Care & Service Delivery will include:

• Effective leadership and support of a diverse team consisting primarily of regular full-time staff, but also including temporary full-time and part-time staff.
• Staff recruitment, orientation, training, skill development in multi-service areas, setting performance standards and facilitating personalized performance management processes.
• Hiring, developing, training and coaching staff and effective performance management.
• Scheduling staff to correspond with service volumes and ensuring they are cross-trained in a variety of service areas to: allow adequate coverage in all areas; provide developmental opportunities for staff; and deal with fluctuations in workload.
• Providing input to the Manager, Hospital Operations, on budget formulation, major expenditures, cost recoveries and revenue generation.

• Identifying and implementing process efficiencies to improve client service, patient care, and the teaching experience, while reducing costs, avoiding costs and/or increasing revenue.

REQUIREMENTS

To assume the role of Supervisor, Patient Care & Service Delivery, you must be a strong relationship builder and problem solver with:

• Two (2) years of post-secondary education plus five (5) years of related experience, preferably working within a Veterinary environment, or an equivalent combination of education and experience.
• Preferably, experience working in a leadership role within a Veterinary Clinic setting or similar environment and/or a Veterinary Technician/Technology diploma.
• A Protective Rabies Titre.
• Demonstrated strong relationship-building skills.
• Well-developed analytical and problem-solving skills.
• Evidence of strong organizational skills.
• The ability to support effective service delivery to clients.
• Proficiency with computer software, including common office applications such as MS Excel, MS Word, and email.

Experience with Hospital Information Systems (StringSoft) and OSCAR (Workforce Software Time Entry and Scheduling software) would be an asset. 

Given the 24/7 nature of our operation, Supervisors of Patient Care and Service Delivery are required to work rotating shifts, which could include, but are not limited to, weekdays and afternoons. Supervisors are also on call weekends and after hours – on a rotational basis – for staff to call regarding any issues or concerns that may arise during their shift. This may also include areas which are not ordinarily under their direct reporting scope of responsibility.

The University of Guelph (www.uoguelph.ca) is one of Canada’s leading research-intensive comprehensive institutions, with a record of outstanding scholarship in the arts, humanities, social sciences, life sciences, physical and engineering sciences, agriculture and veterinary sciences. This is your chance to join us in our endeavour to improve life.

To view a detailed posting of the role of Supervisor, Patient Care & Service Delivery, including application instructions, please go to our website at www.uoguelph.ca/jobs. Applications, quoting Hiring #2021-0051, must be addressed to careers@uoguelph.ca.

At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.