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Chief Customer and Information Services, Provincial Digital Health and Information Services

Vancouver, BC
Full Time
14 days ago
Chief Customer and Information Services, Provincial Digital Health and Information Services

PHSA Corporate

Vancouver, BC

The Provincial Health Services Authority (PHSA) plans, manages and evaluates selected specialty and province-wide health care services across BC, working with the five geographic health authorities to deliver province-wide solutions that improve the health of British Columbians. PHSA embodies values that reflect a commitment to excellence.

In accordance with the Mission, Vision and Values, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Chief, Customer and Information Services (CCIS), reports to the Executive Vice President of Provincial Digital Health and Information Services (PDHIS), is an executive-level leader who is primarily accountable for the delivery and management of key customer service capabilities, including program and project management, workstation and client support within PHSA and other customer organizations, health information management, and provincial language services. The role is accountable for client services and understands client needs, communicates and advocates for client organizations, and bridges any gaps in business relationship management across the PDHIS portfolio. The role supports to ensure customer service functions from the PDHIS are well understood and leveraged by the Health Organizations and broader health sector where applicable.

The CCIS is a responsive, customer and service-oriented leader that builds capacity, and brings a strong focus on continuous improvement and innovation around efficiency and effectiveness of client services. The position aims to support the PHSA provincial mandate and the development of accessible, sustainable healthcare across the province. As a key member of the PDHIS senior leadership team actively contributes to the overall strategic planning of the PDHIS portfolio and is accountable for the attainment of PDHIS mandates and priorities within their scope by providing strategic guidance and execution as a cross-functional team and within their expert domains. The incumbent models PHSA values of respecting people, being compassionate, daring to innovate, cultivating partnerships, and serving with purpose.

What you'll do
  • Works as an executive-level leader of PHSA and as a key member of the PDHIS senior leadership team to further the mission, vision, and values of the organization to translate into planning and actionable objectives for PDHIS by supporting the integration of all service lines across all PHSA programs. In collaboration with the EVP, and the Executive Leadership Team as appropriate, develops and implements organizational strategic objectives.
  • Leads the project and program management functions, which includes all program and project delivery as well as organizational change management to meet the desired goals and outcomes, which are provided in service across PDHIS.
  • Leads the oversight of project execution, including progress compared with the plan and the production of agreed deliverables. Allocates project management resources across the PDHIS portfolio. Monitors and coordinates dependencies across the projects in the program and resolves conflicts. Coordinates and supports governance activities led by the Chief Digital Innovation Officer.
  • Leads oversight of the WEST Alliance Office, including the financial, business and commercial aspects of the WEST Agreement, maintaining alignment with the needs of the health authorities, the Ministry of Health, PHSA, and the PDHIS portfolio as a whole.
  • Directs the management of vendor relationships, sourcing, and procurement strategy. Develops and manages strategic vendor and partnership relationships. Negotiates contracts with vendors.
  • Allocating scarce resources from separate client organizations, approving budget recommendations, and remedial strategies across the multiple organizations that PDHIS serves. Ensures that financial implications of projects and activities are communicated to the proper IT and business executives.
  • Leads the delivery of key enabling services within PHSA and across other health authorities, including health information management services and provincial language services.
  • Identifies, establishes and manages strategic external partnerships, managed services, technology providers and expert resources as required and appropriate to deliver customer and information services.
  • Developing and implementing a customer and information services strategy in alignment with the overarching PDHIS strategy.
  • Provides leadership to staff by fostering an atmosphere, which promotes and encourages employees to realize their maximum potential and encourages growth. Oversees all aspects of human resource management within their portfolio. Conducts employee performance reviews and completes appraisals for assigned staff. Recruits staff at a senior level and supports managing labour relations issues such as discipline up to and including termination. Ensures that human resource plans within the portfolio address the recruitment and retention issues for the organization.
  • Approves annual budgets and monitors overall portfolio expenditures. Manages and is accountable for the effective and efficient utilization of the portfolio budget to enable operational goals and the strategic plans to be achieved. Reviews analysis of activities, costs, operations and forecast data to determine the portfolio's progress toward stated financial goals and objectives. Approves the allocation of available space and/or approves equipment acquisition within the capital and operating budgets to meet the changing demands and support the activities of the portfolio.

What you bring

  • A level of education, training, and experience equivalent to Master's degree in computer science, information systems, business administration or related field plus a minimum of ten to fifteen (10-15) years' in leadership roles and leadership responsibilities across major projects and programs with a minimum of seven (7) years in a senior leadership level.
  • Proven ability to develop, maintain and extend stakeholder networks within, across and external to organizational boundaries. Defines strategic imperatives in terms of the links between increased value, enterprise needs and technological solutions. Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units. Ability to improve operational efficiency and service delivery effectiveness across all lines of business. Familiar with industry trends and innovation. Must be responsive, a capacity builder, customer-focused, service oriented, standards based and innovation focused at efficiency and effectiveness.
  • Leadership competencies required as outlined in the PHSA LEADS Framework. Leadership capabilities in the areas of leading self, engaging others, achieving results, developing coalitions, and system transformation are critical. Strong leadership capability, executing as appropriate in the areas of responsibility. Excellent oral and written communication skills, including the ability to explain IT solutions in business terms, establish rapport and persuade others. Proven ability to negotiate and mediate resolutions to complex situations. Ability to lead and inspire a large and diverse team through significant change while maintaining group cohesiveness, motivation, commitment, and effectiveness. Proven ability and experience leading all aspects of human resource for the portfolio. Strong budget planning, financial management and resource management skills. Exceptional project and program management methodologies and skills, including the ability to effectively deploy resources and manage multiple projects of diverse scopes in a cross-functional environment. Effective fiscal and financial management skills. Ability to set and maintain competing priorities through effective management and delegation skills. Responsiveness to the needs of stakeholders supported by an acute awareness of the impact of actions. Promotes compliance with ethical and legal requirements, accreditation standards, and collective agreements. Ability to interact tactfully and effectively with staff at all organizational levels both internally and externally. Ability to establish courses of action for self and others that are results oriented.

Skills & Knowledge
  • Understanding of various reports including Truth & Reconciliation Commission's 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), In Plain Sight, Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls calls for justice, and how they intersect across the health care system.
  • Models and supports full team commitment to Indigenous Cultural Safety and anti-racism.
  • Demonstrates humility and heart-led leadership.
  • Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
  • As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.
  • Join one of BC's largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
  • Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
  • Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accruement.
  • PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
  • Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-Time
Salary Range:
$170,958 - $256,438 /year. The starting salary for this position would be determined with consideration of the successful candidate's relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
1333 W Broadway, Vancouver, BC V6H 1G9
Closing date:
February 14, 2023
Hours of Work:
08:30-16:30 (Monday to Friday)
Requisition #

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

What we do

The Provincial Health Services Authority ( PHSA ) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose.

Learn more about PHSA and our programs:

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments' unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey-one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.
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About PHSA

Canada's first provincial health services authority. Provincial Health Services Authority (PHSA) is one of six health authorities – the other five health authorities serve geographic regions o...

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Health Care
10,000+ employees