Supervisor, Patient Care & Service Delivery

Ontario Veterinary College Health Sciences Centre

Two (2) permanent, full-time positions – Guelph, ON

Ensuring a positive experience for patients and clients at the Ontario Veterinary College (OVC) Health Sciences Centre – from first contact to discharge – is essential to the mission of the OVC and the mandate of the University of Guelph, and you can play a decisive lead role in making it happen.

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

This is one of five leadership positions, each overseeing a team of HSC Registered Veterinary Technicians, Orderlies, SPD Technicians, Client Services staff, Animal Care Assistants and Medical Records staff. In this operational role, you will take a strategic approach to resource utilization – people and equipment – in a complex, round-the-clock patient services operation, ensuring a smooth, safe and efficient hospital, teaching and research environment 24 hours a day, 7 days a week, while meeting fiscal targets.

More specifically, your key responsibilities as a Supervisor of Patient Care & Service Delivery will include:

• Leading and supporting a diverse team of up to 28 FTE’s (depending on operational requirements) consisting primarily of regular full-time staff, but also including temporary full-time and part-time staff.
• Accountability for staff recruitment, hiring, orientation, training, skill development in multi-service areas, setting performance standards, facilitating personalized performance management processes, coaching, disciplining and termination.
• Scheduling staff to correspond with service volumes, ensuring that staff is cross-trained in a variety of service areas to ensure adequate coverage in all areas, providing developmental opportunities for staff and dealing 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.

Given the 24/7 nature of our operation, you will be required to work rotating shifts, which could include weekdays and afternoons. As a Supervisor, you must also be on call every weekend and after hours so that staff can call you regarding any issues or concerns that may arise during their shift on a rotational basis. This may also include areas that are not ordinarily under your direct reporting responsibility.

To assume the role of Supervisor, Patient Care & Service Delivery, you must be an experienced, service-driven leader with:

• Five (5) or more years’ experience working within a Veterinary environment, with preference given to those with proven supervisory experience.
• Two (2) to three (3) years’ experience working in a leadership role within a Veterinary Clinic setting or similar environment.
• Proficiency with computer software, including common office applications (i.e. MS Excel, MS Word and email).
• A Protective Rabies Titre.
• Experience with Hospital Information Systems (StringSoft) and OSCAR (Workforce Software Time Entry and Scheduling software), an asset.

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 #2020-0159, 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.