Humber River Hospital

Manager, Command Centre

Posting Date 3 months ago(3/7/2023 2:29 PM)
Utilization Management
Utilization Management
Employee Type
Employee Group
Job ID
Job Category
Emergency Department

Position Profile

Since opening our doors in 2015 as North America’s first fully digital hospital and we remain unwavering in our belief that we can change the hospital where we work, the community where we live, and the world of healthcare beyond our borders. Serving a community of 850,000 residents in North West Toronto, Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team.  At Humber River Hospital, we use a custom combination of technology and clinical expertise to rebuild elements of care. We make technology work for staff and physicians; giving them more time to spend with patients, to eliminate inefficiencies, and to reduce the chance of errors. Humber River Hospital is formally affiliated with both the University of Toronto and Queen’s University and committed to becoming a community academic hospital. Clinical Excellence, Optimizing Care through Technology and Community Connection frame our Research Strategy.   


We are currently seeking a  Manager, Command Centre to provide operational leadership and direction in the 7/24/365 delivery, availability, and continuous improvement of interdisciplinary clinical programs and services that provide patient centered care.  This person will oversee the day to day operations related to patient access including repatriations, direct admissions, outside hospital transfers, and bed placement from all portals of entry.  In addition, this person will ensure that EVS & Portering Dispatch operations are synchronized with bed placement.  This person will work in partnership with the Command Centre Program Director & Medical Director to establish and maximize flow and quality outcomes. The Command Centre Manager will have an integral role in the oversight and strategy development of Command Centre, primarily focused on patient access and throughput. Responsibilities include staff development and advancement, maintaining productivity standards and ensuring that established goals and objectives are met or exceeded on a consistent basis.


Reporting Relationship: Program Director of Emergency and Command Centre
Location: Wilson Ave Site

Employee Group: Management




  • Lead Project Management functions of Command Centre Operations and Process Improvements.Help manage capacity and flow for the day, optimizing performance of non-clinical staff related to patient intake and placement
  • Lead and direct fiscal and human resources required for departmental and program operations (bed allocation)
  • Provide operational and clinical processes guidance to staff; manage direct and indirect reports in collaboration with an interdisciplinary teams
  • Oversee staff scheduling to include a mix of staff based on a variety of skills, experience, and other factors
  • Analyze and resolve issues in the delivery of patient care in collaboration with other units departments
  • Manage internal and external communications and coach unit staff in customer service methods; resolve patient and family concerns and labour related issues.
  • In depth knowledge of all Command Centre tiles, alerts, and interventions.
  • Manages team to ensure patients are placed in the right bed based on their clinical need at the right time.
  • Strengthen teamwork and coordination between different functions and representatives within Command Centre including EVS Dispatch, Portering Dispatch, and Bed Allocation, amongst others
  • Strengthen teamwork and coordination between Command Centre staff and inpatient units throughout the hospital as they relate to patient placement, bed prioritization, and throughput
  • Facilitate staff use of the analytical tiles, encouraging interventions when prompted by tile alerts
  • Champion the initiatives of Command Centre throughout the hospital
  • In collaboration with Command Centre Director interviews, hires, schedules, assigns work to and evaluates the work performance of employees supervised
  • Oversight of Patient Flow Managers & Bed Allocation Clerical Associates
  • Ability to assess the state of the house to inform a strategy for the day; work with cross-functional team to address concerns and create daily action plans.
  • Forward thinking: uses critical thinking skills and resources to identify future bottlenecks and congestion.  Promptly acts to mitigate risk.
  • Analytically minded; uses the data and information from the tiles to drive decision making
  • Demonstrated ability to lead and develop teams that are productive and flexible.
  • Champions Command Centre initiatives.


  • Undergraduate degree in Nursing, Health Administration
  • Minimum of 5 years clinical experience in area of specialty required, with hospital experience preferred
  • Minimum 3 years of Management experience required
  • Acute Care Hospital experience preferred
  • Experience in Program development, scheduling and working in a multi-union environment
  • Experience with Budget management, policy and process development
  • Strong knowledge of MS Office (Outlook, Word, Excel, PowerPoint etc
  • Lean Planning, Project & Change Management or Procurement & inventory management experience an asset
  • Excellent problem solving, interpersonal, leadership and critical thinking skills
  • Strong Communication and proposal writing skills
  • Membership in good standing with a regulatory college for area of specialty
  • Canadian Health Executive (CHE) certification or equivalent, preferred  
  • Membership with Nurses Association of Ontario (RNAO) and/or Current registration and membership in good standing
    with the College of Nurses of Ontario (CNO) preferred

Why Humber? Why Now?

Humber River Hospital is on an exciting transformation journey of redefining patient care, as we leverage the most advanced technologies to enhance all aspects of delivering high-quality, safe care. We continue to build a people-centered workplace with excellent staff and physician engagement by hiring passionate, diverse and inclusive healthcare professionals. People who care and encompass our values of CompassionProfessionalism and Respect. People who are committed to making a positive difference.

We are a Huron Consulting hospital, focused on building our evidence-based leadership practice and hardwiring a culture that WOWs.

Humber River Hospital is a member of the Toronto Academic Health Science Network (TAHSN), which is a dynamic network of academic health organizations providing leading edge research, teaching and clinical care.

We have collaborated with TAHSN member institutions in addressing the challenges of the COVID-19 pandemic. Our membership in TAHSN supports our strategic pillar of advancing Humber River Hospital as a community academic hospital.

Humber River Hospital was the recipient of the 2021 Excellence in Patient Safety Award by the Canadian College of Health Leaders. This award recognizes teams that are committed to improving patient safety within a healthcare environment, through leadership, innovation, culture, and best practises.

Why? Because at Humber River Hospital, we know it is our people and our ability to innovate that allows us to consistently deliver a great patient experience and the best quality outcomes. After all, we are the hospital that believes exceptional care...healthier community.


This description has been designed to indicate the general nature and level of work performed by the employee within this position. However, the actual responsibilities, duties, qualifications and experience may vary. Employee may perform other related duties as required to meet the ongoing needs of the organization. Information contained in this job posting/description is subject to change.

Humber River Hospital is committed to inclusion and diversity. We believe that diversity drives our culture of innovation. By bringing together a variety of different perspectives, it fuels our creative thinking, generates new ideas and creates solutions designed to address tomorrow's healthcare challenges today. We take pride in providing professional development and career advancement opportunities for our employees including minorities, women, veterans and individuals with physical and developmental disabilities. We also provide accommodation to applicants and all of our employees - from hire to retire.


Let us know what we can do to help you be successful during your recruitment experience at Humber River Hospital.


Interested applicants are required to submit an Application before the closing date. We thank all candidates that apply but only qualified candidates will be contacted for an interview.

Humber River Hospital is an equal opportunity employer and we will accommodate your needs under the Ontario Human Rights Code. Upon individual request, hiring processes will be modified to remove barriers to accommodate those with disabilities. Should any applicant require accommodation through the application, interview or selection processes, please contact the Human Resources Department for assistance.



Please be advised that in order to be eligible for employment at Humber River Hospital, all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two-dose vaccine series, or one dose of a single-dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the hired employee’s first date of employment  Medical exemptions or any other kind of requested exemption based upon the Hospital’s obligations pursuant to the Ontario Human Rights Code will be considered on a case-by-case basis


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