Rob Graham Email & Phone Number

Surrey, British Columbia, Canada

I lead and empower the Regional Quality Review, Patient Care Quality Office, Accreditation and Audit and Data Science team to inform and support continuous quality improvements that enable physicians, nurses and allied providers to deliver world class health care to our patients, clients and families. Through compassionate leadership I work to develop team members and team leaders through the creation and enablement of opportunities to explore innovating solutions to continuous quality improvement opportunities, such as the development of quality review focused algorithms to support effective and efficient reviews aimed at resolving system level risk to clinical quality.I serve as business lead, in partnership with leaders within the Fraser Salish Region, First Nations Health Authority, for the co-leadership and co-management of innovative feedback, complaints and accountability processes designed to ensure that the gift of feedback from Indigenous patients, clients, families and advocates is received in culturally safe, sensitive and humble ways. This work humbly seeks to build trust with Healthcare teams and Authorities and to decolonize system design and language to ensure culturally safe, sensitive and humble care for Indigenous patients, clients and families, while appreciating that there is an enormous amount to learn.Recent Key Accomplishment: Successfully led and supported Fraser Health's first post-pandemic Accreditation Canada QMentum Survey in January 2023.

Vancouver, British Columbia, Canada

I orchestrate strategic and tactical support for $500M clinical air operations to ensure BCEHS can provide rapid access to rural, remote, and Indigenous communities. I manage a clinical operations budget of $12M and oversee two managers and approximately 120 flight Paramedics that support the provincial access and flow of interfacility transports, and acute scene response. I collaborate with internal and external partners on refining clinical air utilizations, such as reshaping BCEHS Autolaunch and Early Fixed Wing Activations, to enable rapid response and transport of trauma patient populations to trauma and care centres. Key accomplishments in this role includes:Improved BCEHS’s clinical air delivery to utilize Critical Care Paramedics more efficiently in alignment with the right patient, at the right time approach through expanding the scope of Primary Care Paramedics, attached to clinical flight bases, enabling faster transport to tertiary and quaternary care.Coordinated provincialization of the BCEHS Blood Program for Clinical bases; BCEHS Paramedics recently deployed the first instance of thawed plasma, which represented a first in Canada

Vancouver, British Columbia, Canada

Embedded within the BCEHS program area, lead and empower two teams responsible for records release and patient safety reviews. Provide leadership, support and advice for all manner of risk management topics to BCEHS executive leaders and PHSA colleagues. Provide day-to-day discrete-unit operations leadership, as well as strategic leadership and management to the integrated team.I provided leadership, support, and advice for risk management topics to BCEHS executives and PHSA colleagues. I oversaw financial, human resources, and labour relations components of Patient Safety Review and Patient Records Disclosure. I conducted risk analyses; provided real-time advice and support to BCEHS and PHSA leadership on a variety of noninsurance, contract, operational insurance, and quasi-judicial matters, including responding to Coroner’s verdicts and litigation management. A key accomplishment in this role includes:Introduced structural and strategic realignment of two work groups, involving a staff of ten, to leverage work throughput efficiencies in both investigative and review excellence through integration of the records release and review functions.

Vancouver, Canada Area

I empowered a team of 200 paramedics and unit managers to deliver world-class out-of-hospital healthcare services. I controlled a $15M operating budget across large geographic and diverse multi-site district through providing strong leadership to key initiatives designed to enhance program efficiencies. I created relationships with international partners through cross-border working groups demonstrating BCHES leadership.Some key accomplishments in this role included:Organized award-winning innovative harm-reduction and support program in collaboration with Surrey RCMP in response to opiate crisis.Established district leadership program focused on empowerment and engagement of Unit Chiefs as both service and community leaders resulting in deepened relationships with both healthcare and community leadership

Vancouver, Canada Area

Vancouver, Canada Area

Lead and deliver on tactical and strategic Workforce Management activities for BC’s largest Public Safety and Emergency Communications provider• Develop strategic analyses of work volumes presented to staff to ensure optimal staffing models and that most efficient use of staffing hours are made to exceed both contracted service level agreements and service demands• Evaluate performance data using standard call center data elements and software, to ensure that staffing models and allocations support corporate performance indicators, service level agreements and model validations• Serve as Departmental Lead during a major timekeeping and scheduling system transition to streamline scheduling and payroll processes• Provide leadership and support to Team Managers to ensure that budget objectives and benchmarks are reached in a cost-recovery model• Synthesize multivariate analyses around staffing compliments and workloads across discrete and composite work groups• Provide Policy support through staff engagement and business analyses to help develop solutions to support cost neutral staffing models in accordance with corporate financial objectives and structure

Working with the Director, CIBC Center for Corporate Governance and Risk Management on research for publication

Assess, Manage and Mitigate Operational Risks as a Supervisor in one of North America’s Largest EMS Services • Evaluate Operational Risk thresholds, including system volumes, use of specialty resources, liaise with technical advisors to eliminate operational risk to responding crews• Risk Assessment, Evaluation and Management during operational periods through interactive monitoring and mitigation of risk exposures• Improved team performance 13% in three months through staff coaching, mentorship and education to meet strategic objectives with the goal of overall Risk Exposure Mitigation• Began development of Emergency Medical Dispatcher Quality Assurance audit framework for performance review and support to mitigate the frequency and severity of Operational Risk Exposures• Conducted operational investigations, advised management on the findings of these investigations and recommended action plans for corrective action to Mitigate Identified Risk Exposures• Provide individualized interactive audit feedback to staff, ensuring triage protocol, compliance and evaluation of best practices to Reduce Potential Stakeholder Physical Risk Severities and Improve Overall Organizational Risk Management Strategies

Vancouver And Victoria

Focused on Service Delivery to ensure optimal client and stakeholder outcomes.• Working within a cross-functional work team, critically assess incoming requests for service and prioritize requests within strategic resource allocation plan and operational period constraints• Analyze regional demand and adjust resource distribution to ensure balanced and effective service delivery• Manage individual requests for service and resource assignment critically in constantly changing operational environments and contexts• Developed excellent problem solving skills while making time-critical resource allocation decisions based on real time information under extreme stress

Various

-Working with cross and multifunctional team units, delivered emergency health care services to British Columbia.-Worked collaboratively and cooperatively with partner agencies to ensure best practices and outcomes under extreme stress, and in rapidly changing and dynamic work environments-Acted as a member of multipurpose teams during complicated scenarios; worked professionally to develop creative solutions to difficult problems under significant stress

Contract piece, working with an outstanding firm to help bring their innovative technology to the forefront of the marketing integration space• Competitive and strategic review of the marketing integration space focusing on specific verticals suited to leverage this innovative technical platform• Developed a significant report to the Board of Directors, designed to support a major strategic and operational shift in core market focus, including pro forma sensitivities• Supported a bridging re-finance of $2.5M to support a B round for raising venture capital

Segal Graduate Campus

• Represent the Segal Graduate School of Business at MBA and GDBA information sessions• Act as a point of contact for incoming MBA Candidates• Work with other Student Ambassadors to develop and execute the incoming 2012 MBA cohort student led orientation day• Assist the interview process in selecting qualified candidates• Act as a representative for the Segal Graduate School of Business in the broader community

Keep Well is a not for profit social capital organization that delivers exercise and social programs to senior citizens in North Vancouver. The program is free to all seniors and works to keep them healthy and active-Working with a team of MBA Candidates developed and implemented a Social Media Strategy for the Keep Well Society-Developed and engaged a twitter profile that updated followers regarding upcoming events, research and fitness tips-Developed a Facebook profile that targeted relevant centers of influence in Vancouver to raise the profile of the Society with the aim of increasing exposure to facilitate greater community involvement-Edited and uploaded YouTube films to reach out the broader community and raise awareness of the Society and its programs-Developed a 'hand-off' implementation plan to help transition the strategy and tools to the Keep Well Society

Providing frontline customer service supervision to a dedicated staff group; Member of In-Service training committeeAnalyzed training and development needs for new hires and existing staffDeveloped entertaining and engaging training workshops for staff group of approximately 200Analyzed patron bathing loads and adjusted staff levels according to daily demandsOrganized screening sessions for new hire candidates to evaluate their performance and skill sets; making recommendations to the hiring managers for good fit candidatesIdentified Operational Risks such as facility demands, hazardous materials and facility risks during major disasters and delivered training to embed risk management in Lifeguard operations

Mba

Activities and Societies: Winner, 1st Annual Internal Simon Fraser University Financial Executives International Competition Participant.

Bachelor Of Arts, Political Science