Leads Home Away from Home facilities and coordinates national SSOPD, care coordination center, and helpline operations. Oversees service quality, patient navigation, reporting, corrective actions, and state-level team support across multiple regions. Strengthens family-centered care, identifies operational gaps, drives continuous improvement, and ensures consistent service delivery aligned with organizational goals.
Manager – Home Away from Home (HAH), SSOPD & Care Coordination Support
Summary
The Manager – Home Away from Home (HAH), SSOPD & Care Coordination Support serves as the strategic leader for the organization's HAH facilities, ensuring their seamless operation and high-quality service delivery. Beyond managing HAH operations, this role drives national-level coordination, evaluation, and supervision of Social Support Outpatient Departments (SSOPD), Care Coordination Centres (including CCC, SCCC, and RCCC), and the CanKids Helpline. The position is pivotal in enhancing patient navigation, optimizing access to essential services, and strengthening family support systems across all states. As the central headquarters point of contact, the incumbent is responsible for monitoring service excellence, pinpointing operational gaps, implementing corrective measures, empowering state-level teams, and maintaining rigorous reporting standards for all care coordination and helpline activities.
Responsibilities
- Oversee the daily management and operational standards of all CanKids Home Away from Home (HAH) facilities.
- Lead national coordination, monitoring, and assessment initiatives for SSOPD, Care Coordination Centres, and Helpline services.
- Provide supportive supervision to strengthen the effectiveness of patient navigation and care coordination workflows.
- Act as the primary headquarters focal point for tracking service quality and ensuring alignment with organizational goals.
- Identify implementation challenges and facilitate timely corrective actions to resolve operational gaps.
- Support and guide state-level teams to enhance their capacity and performance.
- Ensure the generation and submission of regular, comprehensive reports on the performance of SSOPD, Care Coordination, and Helpline services.
Requirements
Requirements:
- Proven experience in managing healthcare support services, patient navigation, or care coordination programs.
- Demonstrated ability to oversee operations across multiple geographic regions or states.
- Strong background in monitoring service quality, conducting assessments, and driving continuous improvement.
- Experience in facilitating corrective actions and supporting team capacity building.
- Proficiency in preparing detailed performance reports and data analysis.
- Excellent communication and leadership skills with a focus on family-centered care and patient support.
- Ability to work collaboratively with diverse stakeholders to ensure seamless service delivery.
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