Copy of Executive Director, Patient Ombudsman

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Job Title:                       Executive Director, Patient Ombudsman

Manager:                       Patient Ombudsman

Status:                          Permanent Full-Time

Posting Period:            June 10 - July 9, 2021

Competition Number:  R101498



Join a young and growing organization that is a champion of fairness in Ontario’s health care system.

Make a difference in the lives of patients, caregivers, and families by influencing positive change.

Fulfill your passion for public service and your commitment to fairness.

Apply your values-based leadership skills to support a talented team of professionals to achieve their full potential.

Guide the organization with enthusiasm and compassion to deliver fully on its mandate.


Reporting to the Patient Ombudsman, the Executive Director, Patient Ombudsman (PO) is responsible for providing operational, organizational leadership and strategic support necessary for the effective and efficient planning, development and execution of the organization’s goals and operational/business priorities, ensuring relevant legislative and regulatory compliance, efficient and confidential case file and information management, and effective communication, outreach and engagement strategy development and implementation.

About Patient Ombudsman

Patient Ombudsman receives, attempts to resolve, and investigates complaints from patients or their caregivers about their care or experiences in public hospitals, long-term care homes and home and community care and support services.  Patient Ombudsman may also investigate matters on its own initiative. Following investigations, Patient Ombudsman makes recommendations to healthcare organizations based on our findings.

As an impartial office of last resort, Patient Ombudsman helps when patients and caregivers have not been able to resolve their complaint directly with the health sector organization. As an ombudsman office, PO acts independently of Ontario Health (OH) in accordance with the Statement of Principles of the Forum of Canadian Ombudsman.

The office of the Patient Ombudsman is supported by Ontario Health in carrying out its functions in accordance with the Excellent Care for All Act, 2010. Ontario Health is the provincial agency responsible for ensuring Ontarians receive high-quality health care services where and when they need them.

Key Responsibilities:

People Management and Organizational Development

  • Optimize team resource allocation, with the support of PO Leadership, ensure people management, development and implementation efforts are aligned with the overall organization’s mandate and opportunities to leverage staff skill sets and resources across the organization are facilitated.
  • Manage workforce planning activities for the organization, collaborate with the PO Leadership team members to determine ideal organizational structure and required roles and skills to support operational activities and ensure goals are achieved.
  • Manage, with the support of OH Human Resources, the people management processes, protocols and policies are developed and in place to manage work quality levels, privacy, confidentiality, and maintain a healthy and safe work environment in accordance with all appropriate legislation and regulations.
  • Manage, team performance and development programs, with the support of OH Human Resources, ensuring assessment metrics and processes are implemented, support continuous learning and innovation, conduct performance reviews, identify opportunities for skill development, growth, and training, and ensure performance improvement plans and corrective course of action are implemented.


Financial Planning and Management

  • Develop and manage the organizational budget, determine operational and staff budget requirements, establish budget plan parameters for review with the Patient Ombudsman, and ensure budget planning and management processes and financial controls are established and maintained.
  • Manage with the support of OH Finance, operating and capital budgets effectively, monitor budget adherence, identify variances, resolve issues, authorize expenses, capital expenditures and deviations from budget expectations approved limits and prepare and present required financial reports as required.


Strategic Oversight

  • Manage, the development of strategic organizational goals and operational plans in close collaboration with the Patient Ombudsman and PO Leadership team. 
  • Define goals, initiatives, and priorities, identify concerns and areas of potential risk, determine success measures and standards, and identify effective organizational infrastructure designs to facilitate operational/business goal achievement.
  • Manage, the implementation of strategic projects and initiatives with the support of PO Leadership Team, ensuring participants and stakeholders are engaged, provide advice and direction as required, manage expectations, and ensure project outcomes are achieved.
  • Monitor organizational and government landscape, priorities, trends and emerging issues, assessing the potential impacts on operations/business activities, and adapting operational/business strategies and plans accordingly to ensure desired results are achieved.

Operational Accountabilities

Ensure with the support of the PO Leadership team that:

  • Enquiry, early resolution and investigative case files, activities, and initiatives are appropriately managed ensuring timely outcomes are achieved, and documentation and file management practices and protocols are followed.
  • Professional legal advice and supports are available to address complaint management, investigation and business/organizational management activities and initiatives, working with in-house legal staff and external counsel to identify and mitigate areas of organizational risk and vulnerability, manage sensitive and controversial issues, and address legislation/regulatory interpretations.
  • Development and execution of stakeholder communications, engagement plans and strategic initiatives to support PO mandate and priorities, identifying opportunities for effective communication of information, stakeholder engagement and to promote PO services and strategic initiatives.
  • Policy, research, and analytical supports are provided to inform strategy and priority planning and development, issue resolution, and facilitate successful early resolution and investigative outcomes, and inform communication and engagement strategies.
  • All privacy and personal health information and records are confidentially maintained and managed.
  • Office infrastructure and appropriate technology resources and services to support business/operational activities and protect personal and personal health information are in place and effectively managed with the support of OH IT, authorizing technology and office equipment acquisitions, capital expenditures, and determining opportunities to streamline functions and optimize service delivery.


Stakeholder Relations

  • Develop and maintain a strong working relationship with Ontario Health in supporting the effective and efficient delivery of core back-office services including finance, human resources, IT, and reality/facilities management services.
  • Build strong collaborative relationships, negotiate, and manage third-party agreements with diverse groups of external stakeholders, in support of effective and efficient delivery of PO programs and services.
  • Develop effective working relationships with professional associations, ombudsman offices and health sector/government agencies within Ontario, Canada and internationally to share information, exchange ideas, maintain currency on emerging trends, best practices and/or shifts in legislation/regulations.

Quality and Risk Management:

  • Identify opportunities to shape and strengthen program and service delivery to ensure stakeholders receive effective, timely and appropriate levels of services, engaging frontline team members, evaluating research and best practices, determining alternative/new program delivery strategies, and ensuring alignment with overall organizational strategic direction and business priorities.
  • Ensure operational and service delivery policies, processes and protocols are established and adhered to, maintaining an awareness of political and economic implications and legislative directives impacting ingoing work quality and efficiencies, identifying areas of risk and vulnerability, and developing strategies to address issues and mitigate risk exposures.
  • Collaborate with the PO Leadership Team to develop and improve processes, policies and protocols to support business activities, work quality, and the protection of personal and personal health information, and developing frameworks to ensure operational fairness, transparency and consistency across the organization.
  • Identify opportunities for cost efficiencies and improving quality and services delivered, evaluating impacts of changing legislation and feasibility of introducing alternative/new best practice approaches, and ensuring initiatives and projects undertaken continue to be aligned with PO strategies and priorities.



Education and Experience

  • Post-graduate degree in public, business, or health administration, or an equivalent combination of education and experience.
  • Ten years’ experience in the broader public sector, ideally in an ombudsman, regulatory, investigative, or auditing organization, with 7 years progressive management experience.


Knowledge and Skills

  • Excellent written and oral communication skills.
  • Excellent analytical, decision-making and project management skills.
  • Excellent leadership, organizational development, and financial management skills.
  • Demonstrated commitment to customer service and quality principles in service delivery.
  • Demonstrated ability to identify risks and take appropriate steps to mitigate risks.
  • Knowledge of Ontario’s public hospitals, long-term care and/or home and community care sectors an asset.
  • Knowledge of government directives, policies, and procedures an asset.
  • Knowledge of the Excellent Care for All Act, 2010, Connecting Care Act, 2019, Ontario’s health sector, privacy legislation and any related legislation applicable to the work of the PO an asset.
  • Understanding of administrative law, procedural fairness and/or alternative dispute resolution (ADR) an asset.


Language Requirements

  • Superior written and oral English language skills required.
  • Superior written and oral French language an asset.


Location: Executive Director, Patient Ombudsman works out of the main office at 393 University Ave., Suite 1801 Toronto, ON M5G 1E6


Process: Qualified applicants are invited to submit both a covering letter and a resume to  by Friday July 9, 2021, 11:59 p.m. We thank all candidates for their interest, however, only those selected for an interview will be contacted.


We are committed to meeting the needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We strongly encourage skilled candidates from racialized communities and Indigenous candidates to apply; as well as all candidates from equity seeking groups who reflect the diverse and vibrant communities Patient Ombudsman serves.