Manager, Patient Care and Service Delivery
Guelph, ON, CA, N1G 2W1
Department: Hospital Operations
This position is represented by the agreement between the Professional Staff Association and the University of Guelph
If you are a current employee of the University of Guelph you must apply on the internal Career Page in order to be considered as an internal applicant.
Career Opportunities (sapsf.com)
General Purpose
The Ontario Veterinary College Health Sciences Centre (HSC) provides a comprehensive and innovative clinical environment for experiential learning and discovery through the provision of excellence in patient care and client experience.
Reporting to the Senior Manager, Hospital Operations, the Manager, Patient Care and Service Delivery (PCSD) is one of five individuals who supervise a team of HSC Registered Veterinary Technicians, Hospital Assistants, Sterile Processing Department Technicians, and Animal Care Attendants. They also provide operational support to other areas of the hospital such as Pharmacy, Client Services, and Medical Records. The Manager, PCSD ensures clients and patients have a positive experience while at the HSC from first contact to discharge.
The services under their scope of supervision include patient care and client services for the Companion Animal Hospital, the Animal Cancer Centre, and the Large Animal Hospital.
In this operational role, the Manager, PCSD takes a strategic approach to resource utilization (people and equipment) in a complex, 24/7 patient services operation, ensuring a smooth, safe, efficient hospital, teaching, and research environment while meeting fiscal targets.
Duties and Responsibilities
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Effective leadership and support of a diverse team consisting primarily of regular full-time unionized and non-unionized staff, and some temporary full-time and part-time staff.
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Recruiting, hiring, orienting, training, developing, and coaching staff; setting performance standards; and facilitating effective, individualized performance management.
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Scheduling staff to align with service volumes and ensuring they are cross-trained in a variety of service areas to allow adequate coverage, provide developmental opportunities, and accommodate fluctuations in workload.
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Providing input to the Manager of Hospital Operations on budget formulation, major expenditures, cost recovery and revenue generation.
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Identifying and implementing process efficiencies to improve client service, patient care, and the teaching experience while reducing costs and/or increasing revenue.
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The anticipated primary managerial focus of this position is within the Large Animal Hospital. Experience in a large animal veterinary setting is preferred; however, candidates with experience in other veterinary settings or relevant healthcare leadership experience are encouraged to apply.
Requirements
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Two (2) years of community college education, with a Registered Veterinary Technician designation recognized by the Ontario Association of Veterinary Technicians, or an equivalent combination of education and experience. Education in veterinary administration, healthcare administration, healthcare leadership, or a related field will also be considered.
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Six (6) years of progressive supervisory experience in a veterinary, healthcare, or similarly complex service environment preferred.
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Demonstrated leadership or managerial experience in a healthcare environment will be considered.
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Demonstrated excellence in communication, team building and promoting a teamwork environment where staff can interact productively and efficiently.
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Demonstrated ability to supervise numerous and diverse activities, prioritizing appropriately to support effective service delivery to clients.
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Demonstrated ability to analyze, problem solve, make recommendations for change, implement and evaluate.
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Effective knowledge of computer skills and programs (Excel, Word and Outlook).
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Experience with Hospital Information Systems (EzyVet, Stringsoft, Cornerstone, etc.) and Workforce Time Entry and Scheduling software (EKG, SAP SuccessFactors, etc.) is an asset.
A protective rabies titre is a requirement for this position.
Employee Type: Regular
Position Number: 10922230
Classification: P&M FT- Band 04
Professional/Managerial Salary Bands
The target hiring salary for this position is minimum and up to 96% of midpoint for the salary grade.
At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.
Posting Date: 10/22/2026
Closing Date: 10/29/2026