Operations Leader Patient Registration

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…

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