Established in 1969, REACH is a non-profit, community-governed organization with a history of primary care innovation and a commitment to equality and social justice in East Vancouver. We have a multidisciplinary approach to care within our medical, dental, pharmacy, multi-cultural family centre and an Urgent & Primary Care Centre (UPCC). We are committed to providing inclusive, accessible and sustainable programs and services to support the physical and mental health and well-being of our community and individuals within it.

The REACH UPCC provides triage and delivery of urgent primary care services to any patient who presents themselves during the hours of operation. This program provides urgent primary care to any individual who needs it 8am-10pm Monday to Saturday and 9am-5pm on Sundays regardless of whether they are attached to another primary care provider for longitudinal care. While the emphasis is on urgent primary care, the REACH UPCC strengthens our existing commitment to the social determinants of health as a foundation for patient care. We are also developing ways of connecting patients to care in the evolving Primary Care Network surrounding the REACH UPCC so that it functions as a hub and integrator in the network.

UPCC strengthens our existing commitment to the social determinants of health as a foundation for patient care. We are also developing ways of connecting patients to care in the evolving Primary Care Network surrounding the REACH UPCC so that it functions as a hub and integrator in the network.

Responsibilities

• Utilize standard operations management methodology and a collaborative approach to leadership.

• Cultivate and foster healthy relationships in order to provide leadership and support

• Lead and coordinate the implementation of teams to ensure the UPCC runs smoothly and efficiently.

• Support, coach and empower the team through consistent feedback, remain positive and transparently deal with failures, focus on what has been learned.

• Provide research support for best practice and change management initiatives to support improvements.

• Serve as the central contact/resource person related to the operations and identifies and resolves arising issues through negotiation and conflict resolution with stakeholders.

• Support the composition of briefs and reports at the site, local health area, and Health Authority levels to support optimum service delivery.

• Liaise externally with and support and/or identify opportunities to partner with other health authorities, regional entities, community agencies, and private partners in system redesign of care and service improvements.

• Resolve client issues and operational bottlenecks.

• Assist the HR Coordinator with interviewing, hiring and training new staff when required.

• Plan for patient engagement strategies to ensure patient views are considered in service planning.

• Encourage and support innovation, champion and orchestrate change

• Take action to implement decisions, assess and evaluate results

• Create communication plans and communicate and present information clearly and concisely to key stakeholders, physicians, staff, and managers

• Provide regular status updates and attends various meetings as required.

• Oversee operations of REACH UPCC laboratory services in accordance with REACH laboratory policy and procedure.

Qualifications

• Current registration with relevant professional college/association, if applicable.

• Five years of recent, related experience at a senior level, working within a complex public or private sector environment, and experience in Operations Management.

Skills

• Demonstrates a commitment to the social determinants of health being the foundation for providing care.

• Proven leadership skills including taking control and instituting action, giving direction and taking responsibility. Can competently lead a diverse group of participants across a wide range of disciplines.

• Demonstrates ability to organize work, simultaneously handle multiple priorities and manage challenging and competing demands.

• Adapts and responds well to change. Manages pressure effectively and copes well with setbacks.

• Able to work well in situations requiring openness to new ideas and experiences. Seeks out learning opportunities. Handles situations and problems with innovation and creativity. Thinks broadly and strategically. Supports and drives organizational change. Empowers team through giving consistent feedback and encouraging feedback from staff.

• Knowledge of project and change management processes an asset.

• Able to speak more than one language an asset.

• Violence prevention and de-escalation training is an asset.