Administrative Services Supervisor

Work Area: 
Outpatient/Clinics Clerical Supervisor
Base Site: 
St Paul's Hospital
Temporary Full Time
End Date: 
Jan 28, 2022
Job Category: 
Health Information Management
Support Services
Acute Care Hospital


Within the context of a patient, client and family centred model of care and, in accordance with the Mission, Vision and Values, and strategic directions of Providence Health Care, promotes a safe, respectful, and civil working environment for patients, residents, families, visitors and staff.

Reporting to the Program Director, and liaising with the Patient/Resident Care Manager(s) (or designate) the position provides the overall leadership of the clerical support functions within the designated department to ensure optimal and efficient use of resources are available and in place to meet operational needs. Manages/supervises the performance and attendance issues of more than twenty (20) unionized administrative/clerical staff, and supervises staff who formally supervise other staff. In consultation with the Director and Manager(s) the position develops and implements departmental goals and objectives for the clerical areas, and aims to achieve streamlined and standardized practices and training processes to improve quality, efficiency and effectiveness of clerical services. Participates in workforce and long-term strategic planning of the department in accordance with the Mission, Vision, Values and Strategic Directions of Providence Health Care. In consultation with the Manager(s), supervises staff and addresses staff performance/ disciplinary matters up to and including termination. Assists Human Resources with essential services designation planning relating to the specified area of responsibility.


Ability to communicate effectively both verbally and in writing at all levels of the department.
Ability to deal effectively with others including technical positions.
Demonstrated analytical, problem solving, and decision-making skills
Demonstrated leadership and supervisory skills.
Ability to handle confidential information.
Ability to work independently and effectively under time pressure to meet deadlines, balance work priorities and resolve problems in a timely manner.
Ability to organize and prioritize workload.
Ability to work in a team environment and with minimal supervision.
Intermediate to advanced skills using a variety of computerized office software packages.
Familiarity with staff scheduling systems/processes.


Post secondary business degree or diploma plus three (3) to five (5) years of recent related experience including leadership and supervisory experience in a large complex healthcare environment, or equivalent combination of education, training and experience.


Manages/supervises the administrative/clerical unionized staff for the designated area(s) and oversees the related day to day administrative/clerical operations, performance issues, and scheduling.

In conjunction with the Director/Manager(s) establishes job descriptions and performance expectations for the various positions based on departmental needs.

Develops and executes annual goals and objectives for the area that are consistent with the strategic objectives of the department and the wider PHC vision and strategic direction.

Provides leadership and guidance to designated staff using effective management techniques, establishes clear definitions of responsibility, coaches/mentors staff, conducts performance evaluations and enables developmental opportunities to support the achievement of goals and adherence to office policies and procedures.

Liaises with the Manager(s)/Human Resources to performance manage and address performance/disciplinary issues up to and including termination. Assists Human Resources with essential services designation planning affecting designated unionized staff reports.

Collaborates with the Director/Manager(s) to determine clerical/administrative staffing requirements and problem-solves issues within the various units/clinics. Oversees the staff scheduling function for the clerical and administrative area to authorize the filling of vacancies and ensure that call-in procedures are followed. Ensures optimal use of administrative/ clerical and casual staff to meet operational needs. Consults with the Manager(s) to resolve clerical workload issues.

Monitors clerical work assignments and assesses, adjusts and prioritizes workloads to meet needs of the various areas/department. Assigns, monitors and adjusts work/schedules of designated staff to meet operational needs.

Recruits staff to meet Manager(s’), department, clinic requirements by interviewing applicants. In conjunction with the Manager(s) makes selection recommendations and/or decisions.

Plans, develops, recommends, communicates, and implements strategic activities, systems and standardized office workflow processes, procedures, policies, training manuals, products and services to meet the needs of the department, Director, and Manager(s), to address the service level requirements of the various areas/ clinics, and to maximize departmental clerical and administrative efficiencies and standardization. Ensures consistent application and staff compliance.

Reviews and ensures training manuals are updated and standardized as much as possible, to provide for more seamless orientation/training requirements between the various areas.

Ensures staff are effectively trained and related training manuals are provided, outlining departmental expectations. Conducts and/or oversees the orientation of new employees, relief staff and practicum students to ensure consistent understanding of department policies and procedures are applied and followed, and that staff are able to effectively use the computer system and related applications.

Participates in annual department budgeting process by identifying clerical and administrative support requirements and providing input into the overall department budget. Manages the clerical budget by overseeing expenditures and reporting on variances.

Compiles a variety of statistical and other information on departmental activities such as overtime, quality assurance, etc. and performs duties such as preparing spreadsheets, correspondence, reports.

Liaises regularly with Administrative Services Leaders in other areas/departments (both internally and externally) to share information and seek to achieve overall standardized approaches and enhanced efficiencies. In conjunction with the Manager(s), and upon Manager approval, also works with Change Management Advisors to assist in achieving enhanced efficiencies, effectiveness, and standardization as required.

Participates on relevant committees as required by the employer.

Performs other related duties as assigned.