Clinical Manager

Alberta Health Services (AHS) is seeking an experienced healthcare leader for the role of Clinical Manager, Poison and Drug Information Service (PADIS). In this role you will have the privilege of managing one of only five poison centres within Canada. Supporting a culture of excellence, integrity, efficiency, and quality patient care, you will work closely with your Director, the Medical Director, Medical Toxicologists, and frontline team members as you lead a team of clinical professionals in the delivery of the Poison Call Centre Services. This team provides support to residents and clinicians within Alberta, Saskatchewan and Northwest Territories and works closely with Health Canada. You will possess a proven track record showing ability to achieve agreed-upon outcomes and performance measures, promoting continuous quality improvement. Have experience leading, managing and mentoring a team of clinical professionals within a union environment. This leadership role reports directly to the Provincial Director, PADIS and Interpretation & Translation Services.

The Manager, Poison & Drug Information Service (PADIS) provides a key leadership role in the operation of the provincial poison control center & reports directly to the Director, PADIS & Interpretation & Translation Services. Responsible for providing the direction, leadership, & organization over the activities for the poison center administrative including human resource management, issues management, customer experience, & business process operations. Responsible for the implementation of PADIS operational & business plan, program, infrastructure, learning & development & performance standards for a team of professionals & support staff. Builds & maintains a workforce with knowledge & skills to meet standards of practice. Responsible for providing a safe & ergonomic work environment as per OHS standards & policies. Ensures that any information required by staff is accurate, current & accessible to them in a timely manner. Responsible for ensuring that competencies & organizational standards/practices are achieved & maintained within these specific program areas. The development & maintenance of an effective framework for the operations of the contact center service to facilitate the delivery of efficient, effective & safe patient outcomes. The Manager will also develop & maintain strong working relationships with key stakeholders in order to provide leadership to the provincial program. Responsible for the clinical operations of PADIS department which provides Poison Centre services for: Alberta, Saskatchewan, & Northwest Territory as well as working with Health Canada as a member of the Canadian Surveillance System for Poison Information.

A minimum of a Baccalaureate Degree with current registration and membership in good standing with a professional college as required. A Masters preferred. A minimum of 5 years’ management experience, within healthcare. Leadership skills, including demonstrated ability/comfort with decision making responsibilities, coaching and teaching, and the ability to inspire and build confidence.

Working knowledge of the health care system. Progressive leadership experience in a related field. Effective communicator-strong organizational skills, influential skills, client focused orientation and commitment to quality services. Ability to mentor and develop potential in others; influence individuals/groups; act as change agent. Ability to manage human, financial and physical resources within operating environment. Proven ability to foster partnerships, achieve organizational goals within an organization and manage within a unionized sector. Effective leadership abilities combined with a strong commitment to operating within a team environment and the ability to motivate. Excellent analytical and decision-making skills. Ability to foster a climate of cooperation and build solid relationships with others. Demonstrated experience in partnering and negotiation with multiple program areas, both internal and external to AHS. Strong knowledge of Provincial health system and its complexities. Experience supervising multiple disciplines in a contact center and unionized environment; HR, OHS&W, Collective Agreement experience. Negotiation and Conflict Resolution skills - ability to effectively work within a provincial framework.

Knowledge and understanding of telephony systems and providing critical services during downtime. Understanding of unique requirements for electronic health record for telephone encounters. Ability to oversee marketing campaigns and public awareness around poison information and promotion of service. Business planning and development experience; project planning and implementation. Experience in call centre environment a plus.