Manager, Central Intake

Job Description

The Manager, Coordinated Access provides enterprise-level strategic and operational leadership for Mackenzie Health's Diagnostic Imaging (DI) Coordinated Access Hub. This role is accountable for the design, implementation, and ongoing optimization of centralized intake and access models that support timely, equitable, and patient-centred access to DI services across multiple modalities, referral pathways and partner organizations.

Operating with significant autonomy and system accountability, the Manager leads coordinated access operations on behalf of Mackenzie Health and serves as a key liaison with Ontario Health, regional hospital partners, CI Lead Organizations, and government stakeholders. The role advances provincial and regional priorities - including central intake, eReferral adoption, wait time management, and standardized triage - by translating policy direction into effective operational workflows and performance frameworks.

Through strong leadership, data-driven decision-making, and collaborative engagement, the Manager advances Mackenzie Health's strategic objectives while driving system integration, improving patient flow, optimizing access, and contributing to better and population health outcomes.

What must you have?

• Baccalaureate degree in Healthcare Administration or a related discipline, required.
• Master's degree in Health Administration, or a related field preferred.
• Formal training or certification in leadership, quality improvement, change management, or project management is an asset.
• Minimum five (5) years of progressive healthcare leadership experience, with demonstrated accountability for complex operations, program leadership, or system-level initiatives

Strategic and Operational Leadership

• Provide strategic and operational leadership for the Diagnostic Imaging Coordinated Access Hub, with accountability for central intake performance, access outcomes, and system integration, and alignment with regional and provincial direction.
• Develop and execute multi-year operational and access plans aligned with Mackenzie Health's strategic plan, Ontario Health priorities, and regional coordinated access mandates.
• Act as a senior operational advisor to the Director, contributing to organizational and regional planning, policy interpretation, service redesign and system transformation initiatives.
• Lead, coach, mentor, and develop a multidisciplinary team, fostering a culture of accountability, innovation, continuous improvement, and service excellence, while ensuring high-quality, consistent and patient-centred coordinated access operations.

Referral Management and Clinical Triage

• Provide leadership and oversight of centralized DI referral intake processes, including receipt, validation, clinical triage, distribution, and waitlist management using standardized, evidence-based criteria.
• Ensure referrals are managed in a way that optimizes clinical urgency, patient preference, equity of access, and regional load balancing, while supporting timely and appropriate utilization across MRI and CT.
• Exercise delegated authority to address and resolve complex access issues, clinical escalation requests, and cross-organizational challenges that impact patient flow, scheduling and service delivery across partner sites.

Quality Improvement and Patient Experience

• Provide senior leadership for quality improvement initiatives aligned with the Quintuple Aim, with a focus on improving access, advancing equity, enhancing patient and provider experience, supporting workforce sustainability, and increasing system efficiency.
• Monitor access performance, wait times, and demand patterns, and referral trends, identifying system-level risks and opportunities for improvement.
• Ensure patient, provider and stakeholder feedback informs service design, access pathway optimization, and continuous improvement priorities.
• Lead the development and ongoing refinement of standardized workflows and access processes, supporting consistent wait time management and collaborating closely with internal teams and regional partners to ensure patients are connected to the right imaging service in a timely and coordinated manner.

Provincial, Regional, and Government Engagement

• Serve as Mackenzie Health's primary operational lead for Diagnostic Imaging coordinated access initiatives, working closely with Ontario Health, CI Lead Organizations, and regional hospital partners.
• Represent Mackenzie Health on regional, sub-regional, and provincial working groups, steering committees, and advisory tables related to coordinated access, diagnostic imaging, and system integration.
• Collaborate with senior leaders across partner organizations to co-design and refine triage models, coordinated access pathways, and shared performance frameworks, ensuring alignment with provincial expectations and best practices.
• Support organizational leadership in responding to government and Ontario Health directives, including performance inquiries, and reporting requirements.

Technology, Data, and Digital Enablement

• Provide leadership oversight for coordinated access technologies supporting coordinated access, including eReferral platforms, fax and eFax solutions, referral management tools, scheduling systems, and integrated health information systems.
• Ensure data integrity, standardized reporting, and analytics capability to support internal decision-making and external accountability.
• Oversee the development and maintenance of a Di services directory, ensuring alignment with provincial standards and referral requirements.

Performance Management and System Reporting

• Establish, monitor and routinely evaluate key performance indicators related to access, wait times, referral volumes, utilization, and equity of service delivery.
• Prepare and present clear, data-driven performance reports and analyses for internal leadership, Ontario Health, and regional partners.
• Use data insights to inform capacity planning, demand management strategies, and continuous improvement initiatives.

Change Management and Stakeholder Leadership

• Lead large-scale change initiatives related to centralized intake, coordinated access workflows, digital enablement, and broader system transformation, ensuring effective planning, execution and sustainability of change.
• Develop and execute comprehensive communication and engagement strategies for physicians, clinical teams, primary care, specialists, and external partners.
• Build and sustain strong, trusted relationships with internal and external stakeholders, positioning the DI Coordinated Access Hub as a system enabler and strategic partner.

Financial and Resource Stewardship

• Manage the operating budget for the Diagnostic Imaging Coordinated Access Hub, with accountability for financial sustainability and resource optimization.
• Contribute to regional financial planning discussions, cost modelling, and funding allocation related to coordinated access operations.
• Oversee workforce planning, staffing models, and training strategies, ensuring the Hub is adequately resources and that the team capabilities align with organizational and provincial expectations for coordinated access and centralized intake.

Compliance, Risk, and Governance

• Ensure compliance with legislative, regulatory, privacy, and accreditation standards related to diagnostic imaging and coordinated access, data management, and information sharing.
• Proactively identify and mitigate operational, clinical, and system risks, implementing appropriate controls and escalating issues as appropriate to senior leadership.

What else do you bring?

• Demonstrated experience in centralized intake, access management, diagnostic imaging, ambulatory services, or regional health system planning strongly preferred.
• Strong understanding of healthcare system navigation, referral management, and access-to-care challenges, particularly within DI pathways
• Proven ability to operate effectively at both strategic and operational levels, with demonstrated experience influencing senior leaders and external partners.
• Strong understanding of Ontario's healthcare system, referral pathways, access-to-care challenges, and provincial performance frameworks.
• Exceptional communication, negotiation, and relationship-management skills, including experience working with physicians, executives, and government stakeholders.
• Advanced analytical and problem-solving skills, with a strong track record of using data to drive performance and system improvement.
• Demonstrated financial acumen, including budgeting, forecasting, and resource optimization.
• Proficiency with Microsoft Office and healthcare information systems, with the ability to learn and optimize new technologies that support coordinated access and digital enablement.
• Strong ability to work collaboratively across disciplines and organizations to achieve shared goals.
• Proven attendance record.
• Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
• Ability to perform the essential duties of the job.
• Effectively uses empathy in interactions with others and demonstrates behaviours consistent with Mackenzie Health's Commitment to Caring.
• Models behaviour that is aligned with the values of Mackenzie Health - Excellence, Leadership and Empathy.
• Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.

*You may be required to work at any site of Mackenzie Health.

-

#LI-DNI