- Contribute to Ontario Health's overall strategic plan to achieve excellence in Customer Experience.
- Develop an integrated navigation strategy for both patients and providers to ensure effortless access to provincial and regional digital health tools.
- Create a comprehensive and actionable approach to implement the digital navigation strategy by providing strategic leadership in product lifecycle management, integration design, and customer experience management.
- Lead Ontario Health digital product management for web services, including the consolidation of OH's web footprint.
- Lead Ontario Health digital product management for Health 811 including the consolidation and rationalization and integration of competing navigation services.
- Understanding of new technology directions in the emerging market, conduct market research, and maintain expertise in the product internally and competitively.
- Carrying out analysis of potential product-related opportunities, considering cost / clinical benefits, strategic alignment, technical viability, schedule, and risks.
- Creating a well-defined product roadmap and developing a product annual plan for the assigned suite of products.
- Assisting with feature prioritization and identification of product gaps.
- Facilitating the gathering and defining the requirements from different user groups.
- Point of contact/escalation for some product related issues including problem definition, recommended fix and action plan to resolution. Providing problem resolutions and developing contingency plans
- Leading plan execution to deliver all components of the platform, ensuring proper documentation, user training and support processes.
- In collaboration with Ontario Health and Ministry of Health partners, define market readiness and go to market plans.
- Identifying new opportunities to further optimize our services for quality, speed, and cost.
- Develop KPIs, benchmarks, and other measures of success to understand the impact and value of the digital navigation strategy.
- Support digital access and utilization for underserved populations such as Indigenous communities, Corrections through design incorporating specific needs of these populations.
- Promote Digital Excellence in Health's current and planned service offerings to a wide and diverse audience through digital navigation experiences.
- Develop and maintain a Voice of Customer (VOC) program for digital experiences including navigation and other aspects of the customer experience to gather customer feedback, analyze data to identify and communicate trends early to address challenges and seize opportunities to improve outcomes; regularly presenting progress and insights to senior leadership.
- Actively engage with key decision-makers within Ontario Health and across the sector to establish our role in developing effortless and effective digital experiences.
- Provide leadership on complex projects and partner with cross-functional teams to deliver results; break down functional silos to optimize business results.
- Ensure that digital navigation channels are AODA and CASL compliant; audit existing sites to update sites to meet these requirements.
- Manages multiple programs and its staff to support an environment and culture of service excellence which respects diversity, encourages all employees to work together to achieve results and contribute to a healthy, rewarding, and productive working environment where personal and team accountability are key to meeting the mandate of OH. Accountable for building a strong team including hiring, orienting, and training of staff, determination of performance standards and conduct of performance reviews, and managing employee relations matters.
- Completion of a bachelor's degree in business administration, Healthcare Administration, Computer Science, or similar experience
- Demonstrated knowledge of Canadian and provincial government, business, and health care system
- 10 years of digital product management, user experience and customer experience leadership.
- 7 years of experience in building high-performing teams and acquiring and developing talent.
- A recognized expert in customer experience, user experience and product management who's successfully lead large cross-enterprise initiatives with positive outcomes.
- Experience in the design and development of omni-channel product offerings
- An agile, innovative, and customer-centric leader with a reputation for delivering high-value products and experiences based on user needs.
- Confident in setting ground-breaking vision and strategy, they have served as the head of Customer Experience bringing a clear perspective on best-in-class practices and the future of customer experience in health care.
- Success in defining new enterprise functions, capabilities, processes while fostering alignment with key stakeholders.
- Experience managing multi-functional teams or projects and influencing senior-level management and key partners.
- Extensive people leadership expertise managing high performing cross-functional teams.
- A collaborative leader and a strong relationship builder who operates with integrity.
- Proven experience in leading significant change within the area of expertise
- Expertise in budget planning, financial management and workforce management.
- Experience moving confidently from strategy to tactics and from data to insights.
- Connects: Builds trust and establishes rapport with diverse colleagues and customers by listening, understanding their needs, and following through on commitments. Works effectively with people who have different perspectives, backgrounds and abilities while encouraging constructive dialogue and being sensitive and receptive to diverse views and opinions. Builds mutually beneficial working relationships to foster a positive and inclusive culture and engages with internal and external customers and stakeholders representing various interests.
- Teamwork: Working with others to share expertise and achieve outcomes that benefit the organization; demonstrating strong communication skills to others on the team through active listening, summarizing, facilitating and "bridge building".
- Inspires: Creates a shared vision by soliciting and valuing diverse input obtained from each team member on the vision of their work and the team. Uses a broad range of communication strategies and methods to communicate vision with enthusiasm and clarity, and to inspire confidence and generate commitment. Helps team to embrace different perspectives, experiences and backgrounds by modeling positive leadership behavior and encouraging full participation.
- Self-Awareness: Proactively seeks and obtains ongoing feedback to help understand ones' own strengths and development areas in order to work more effectively with team/department managers/clients. Understands and is aware of one's emotions and the impact these emotions may have on others. Reflects on feedback and lessons learned and uses acquired knowledge in working with team members to achieve personal and professional growth.
- Delivers: Ensures the timely delivery of programs, projects, and services, effectively adapting to tight deadlines and sudden changes in priorities to accomplish objectives. Plans ahead for possibilities and contingencies, identifying opportunities and problems to ensure that best results are achieved. Recognizes and makes best use of the diverse skills, abilities, experiences of team members to achieve the best outcomes for both the security posture of the organization alongside its important business objectives.
- Transforms: Takes initiative and sustained action to ensure the successful implementation of change by shifting strategic focus and embracing new ideas and building on past knowledge and success. Fosters a team environment where all are encouraged to think creatively and new and diverse ideas and approaches are heard, valued, and considered for implementation. Seeks performance feedback and opportunities to invest time and effort to learn and expand knowledge to improve performance.
- Accountability: Taking responsibility for clarifying the expectations of others; acknowledging how personal decisions, actions, and standards of performance influence work accomplishments; accepting responsibility for work accomplishments; and recognizing changes required to achieve better results going forward.
- Integrity: Adheres to ethical standards and integrates Ontario Health values, principles and standards into practices and business transactions. Creates honest, trusting, and successful working relationships with others inside and outside the organization and conducts all affairs with personal and professional integrity. Promptly addresses issues about discrimination, harassment, and unfair treatment and does not allow personal assumptions, biases and/or complaints to impact any work-related decisions in the team.
Director, Digital Patient and Provider Navigation - Toronto, Canada - Ontario Health
Description
At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our missionis to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.
What Ontario Health offers:
Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:
·Fully paid medical, dental and vision coverage from your first day
·Health care spending account
·Premium defined benefit pension plan
·3 personal days and 2 float days annually
·Individual contributors start at 3 weeks' vacation with 4 weeks at 2 yrs.
·Career development opportunities
·A collaborative values-based team culture
·Wellness programs
·A hybrid working model
·Participation in
Want to make a difference in your career? Consider this opportunity.
The Director, Digital Patient and Provider Navigation will define Ontario Health's Digital Navigation Strategy to improve patient and provider experiences and health outcomes—leveraging data, user research, provider, and patient feedback, creating single entry points to learn about Ontario Health's provincial products and programs.
The Director, Digital Patient and Provider Navigation is accountable for developing, implementing digital strategies that enable both patient and providers to effortlessly navigate and access digital health products while consolidating and rationalizing legacy entry points. This leader will create a digital Voice of Customer program that will gather feedback as end users discover, are onboarded and throughout their use of digital health tools. They will partner with senior leaders and stakeholders to understand & measure end user needs, drive improvements across the agency, and continue to champion a best-in-class customer experience and effortless, equitable navigation of Ontario Health's digital tools and programs.
Here is what you will be doing:
Here is what you will need to be successful:
Education and Experience
Knowledge and Skills
Employment Type: Permanent Full Time
Salary Band: 9
Location: Ontario (currently hybrid; subject to change)
All applicants must be a resident of Ontario to be considered for roles at Ontario Health.
Internal Application Deadline Date: March 11, 2024
Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; Black and racialized; members of 2SLGBTQIA+ communities; trans and nonbinary; and disabled.
We encourage applicants with accessibility needs to notify us if they have any accommodation needs in the application and/or interview process.
Note: As part of the initial recruitment screening process, applicants must confirm that they are fully vaccinated against COVID-19. If applicants are not fully vaccinated, they will be required to identify any accommodation needs pursuant to a protected ground under the Code. Applicants who identify an accommodation need will be required to provide supporting documentation with respect to their need for accommodation when requested by Ontario Health. If no such accommodation is identified, the applicant will not be eligible to proceed through the recruitment process.
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