Reporting to the Manager of Patient Registration at Unity Health Toronto, the Operations Leader for Patient Registration at St. Michael's Hospital (SMH) provides day-to-day operational leadership and is the first level of management for operational issues. The role supports effective registration, admitting and booking services, quality standards and patient experience. The position requires a visible, consistent on-site leadership presence, including routine in-person rounding across assigned work areas throughout the day. Responsibilities include staff supervision, scheduling, weekday sick-call coverage, assigned after-hours, weekend and statutory holiday on-call duties, and planned downtime support on night shifts and weekends. The Operations Leader supports recruitment, onboarding, coaching, performance management, data quality and resource planning; monitors department performance; and leads local quality and process improvement initiatives. Cross-site operational coverage may be assigned within the role's scope, with the services, responsibilities and coverage periods communicated by the Manager.
MAJOR RESPONSIBILITIES
• Weekday sick-call coverage is a regular responsibility, including calls received before the day shift, in the evening and overnight during assigned coverage periods. On-call requirements are not limited to weekdays. Weekend and statutory holiday coverage is also required as needed.
• Co-ordinate front-line clerical operations and respond to individual and team needs, as they arise
• Coordinate registration, admitting and booking operations; assign and reprioritize work according to patient needs, service demands, staff competencies and established departmental targets.
• Maintain schedules, review staffing levels and actively monitor staff attendance, punctuality and timekeeping, including clock-in and clock-out records, late arrivals, early departures, missed punches, unexpected absences and other attendance discrepancies. Follow up promptly and ensure attendance, scheduling and payroll-related records are accurate and appropriately documented.
• Maintain a visible and consistent on-site leadership presence. Conduct a minimum of three in-person rounds each working day - morning, lunch/midday and afternoon - across assigned work areas to confirm staff presence and punctuality, assess workload and break coverage, identify operational or patient-flow concerns, and provide direct staff support. Follow up on issues identified during rounds and escalate significant concerns as required.
• Arrange replacement coverage using the applicable collective agreements, call-in order, staffing guidelines and approved scheduling procedures. Reassign available staff where appropriate and within their training and authorized duties.
• Approve staffing changes and overtime only within delegated authority; obtain required approvals and escalate decisions outside that authority.
• Assess unresolved staffing gaps, implement authorized interim measures, notify affected service leaders and escalate risks promptly. Continue coordination until the issue is resolved or formally handed over.
• Coordinate supplies, inventory and procurement within approved limits; organize meetings, maintain action records and follow up on assigned deliverables.
• Provide clear daily direction, explain performance expectations and monitor compliance with registration, booking and admitting procedures through regular in-person presence, direct observation and staff engagement. Address concerns consistently and document follow-up.
• Participate in recruitment, interviews, selection and onboarding with the Manager and Human Resources. Plan and deliver orientation, retraining and competency assessments.
• Provide coaching, recognition and performance feedback; contribute to performance appraisals and individual development plans. Facilitate team huddles and departmental meetings.
• Assess and document performance or conduct concerns; participate in fact-finding and initial progressive discipline within delegated authority and in consultation with the Manager and Human Resources. Refer accommodation and protected-leave matters through the appropriate process.
• Apply collective agreements, organizational policies and staffing rules consistently. Monitor completion of required occupational health, safety and learning requirements and follow up on outstanding items.
• Report and investigate incidents within assigned authority, implement required corrective actions and escalate workplace safety, privacy or employee relations concerns.
• Monitor service volumes, referral and booking activity, data integrity, staffing utilization and agreed performance measures. Identify trends, report barriers and implement approved improvements.
• Develop and maintain procedures, orientation materials and workflow instructions with the Manager and relevant stakeholders. Lead assigned projects and track outcomes and action items.
• De-escalate and address patient, family and team concerns respectfully; document complaints and escalate matters beyond the role's authority.
• Liaise with clinicians and operational partners; contribute to departmental planning, resource utilization and budget discussions.
• Assigned periods: The Manager will communicate the specific weekday start and end times, weekend and holiday assignments, covered services, primary and backup contacts and handover arrangements in writing. The assigned leader is responsible throughout each stated coverage period, including when a shift crosses midnight.
• Reachability: Monitor the designated work telephone and approved urgent communication channels during assigned periods. Keep employer-provided equipment operational, notifications enabled and approved remote access available. Report equipment or connectivity failures immediately through the backup route.
• Response standard: Acknowledge urgent calls or messages as soon as practicable and within 15 minutes, unless a different response standard is established in an approved written departmental procedure. Begin assessing and coordinating the response promptly. The acknowledgement deadline is not a guarantee that a replacement employee will be secured within that time.
• Sick-call response: Receive or respond to staff absence notifications, confirm the affected shift and service, assess the staffing gap, contact eligible replacement staff, coordinate permitted reassignments, obtain approvals and record the outcome. Collect only absence information authorized by policy; refer medical documentation and accommodation matters through the appropriate process.
• Escalation: Escalate immediately when an urgent service or safety risk is identified, or when the issue exceeds delegated authority. Notify the designated Manager or administrator when available staffing options are exhausted or timely resolution is unlikely. Document actions, contacts, outstanding risks and decisions.
• Operational support: Respond to urgent registration, admitting, booking, patient identity and Epic workflow issues within the role's competence and permissions. Activate the approved escalation or downtime pathway when required and coordinate with clinical leaders, IT and other services.
• On-site response: Attend the assigned site when directed by the authorized Manager or administrator and remote support cannot adequately resolve the operational need. Advise the caller of the expected arrival time and coordinate interim support. Any required travel or arrival standard will be communicated in the written on-call arrangements.
• Work records and compensation: Record actual work performed during on-call periods using the approved process. Standby availability, actual work, overtime and holiday entitlements are governed by applicable law, the employment agreement and approved organizational policies. This job description does not waive any entitlement.
• Maintain working proficiency in Epic registration, scheduling and admitting functions relevant to the assigned portfolio. Complete required training and maintain authorized system access.
• Guide staff through approved workflows; investigate registration errors, missing information and workflow problems; complete corrections within permissions and refer issues requiring specialized support to the appropriate team.
• Provide temporary vacation coverage or training support for the Data Quality Audit Clerk when assigned, within demonstrated competence and authorized access. Confirm the applicable duties and handover before coverage begins.
• Provide scheduled support for planned Epic or other registration-system downtime, including overnight shifts, weekends and statutory holidays when assigned. Attend the site or provide remote support as directed; prepare staff and downtime materials, coordinate registration coverage, guide manual workflows and escalate operational or technical issues.
• Participate in downtime preparation, briefings and simulations. Support system recovery, reconciliation and entry of downtime records using approved procedures and authorized access. Remain responsible until the assigned support period ends and outstanding issues are handed over. Planned downtime support is a required operational duty separate from standby on-call coverage.
• Guide staff during unexpected downtime and emergency response, maintain role-specific instructions and escalate technical failures to IT rather than making unauthorized system changes.
• Protect patient and employee information; use approved communication and documentation systems and comply with privacy, confidentiality and information security requirements.
QUALIFICATIONS/SKILLS REQUIRED:
• Undergraduate degree in Health Administration, Business Administration, Business or Project Management preferred.
• Minimum three years of progressive experience in a comparable operational, supervisory or patient registration role.
• Strong practical Epic registration, scheduling and admitting skills, including workflow troubleshooting, authorized data correction and appropriate technical escalation.
• Ability to apply staffing procedures and collective agreement requirements, coordinate sick-call replacements and exercise sound judgment within delegated authority.
• Effective decision-making, critical thinking, organization, written and verbal communication, listening, conflict resolution and change management skills.
• Ability to supervise, coach and train staff, manage competing priorities and respond calmly to urgent operational issues.
• Demonstrated commitment to patient- and family-centred care, respectful service, confidentiality and accurate documentation.
• Demonstrated reliability and ability to meet the position's work schedule and assigned on-call requirements, subject to applicable accommodation and leave obligations.
• Formal project management experience is an asset.
WORKING CONDITIONS AND ACCOUNTABILITY
The regular work schedule is Monday to Friday, day shift. The position is an on-site operational leadership role during regular working hours unless an alternative arrangement is specifically approved by the Manager. Exact daily hours and weekly hours of work are set out in the employment agreement.
The role includes required weekday after-hours sick-call and staffing coverage, assigned weekend and statutory holiday on-call responsibilities, weekend in-person attendance as operationally required, and planned downtime support on night shifts or weekends. During assigned on-call periods, the Operations Leader is expected to remain reachable and respond to staffing and operational issues within the scope of the role. Where an issue requires substantive work, extended intervention or an on-site response outside regular working hours, the Operations Leader is expected to respond and document the work performed in accordance with applicable organizational processes.
On-call schedules, planned downtime requirements and other operational assignments will be communicated by the Manager. Planned downtime dates, hours, location, duties and reporting arrangements will be communicated in advance where practicable. Schedule changes and additional operational assignments may be required based on service needs and will be communicated with reasonable notice where practicable, recognizing that urgent operational needs may arise.
Carry out lawful and reasonable directions within the scope of the position, authority, training and policies. Raise uncertainty or barriers promptly with the Manager; continue authorized work that can safely proceed while clarification is sought.
Failure to meet communicated duties or response expectations will be reviewed through the applicable performance management or disciplinary process, considering the circumstances, training, available resources, approved leave and accommodation obligations. No automatic disciplinary outcome is established by this description.
The role may include other related duties reasonably assigned by the Manager, consistent with the position's scope, competence and authority. Material changes to responsibilities or employment terms will be addressed through the appropriate Human Resources process.
Comply with current occupational health, safety and applicable vaccination requirements, subject to accommodation. Apply this description together with the employment agreement, approved policies, relevant collective agreements and applicable law. It does not waive protected rights or establish an exemption from employment standards.
