Leader, Short Term Disability Management

Home and Community Care Support Services Champlain is one of 14 Home and Community Care Support Services organizations in Ontario. We are dedicated to ensuring our more than 64,000 patients annually receive the highest-quality health care and services at home. Our patient-care coordination teams help develop care plans for people of most ages, focused on maintaining each patient's independence and dignity. We also provide long-term care home placement services, and facilitate our patients' access to the community-based services they need.



The Patient Experience Lead is instrumental in identifying opportunities for improvement in the patient experience by reviewing and responding to patient concerns and complaints, safety events, and patient experience survey data for a core group of clinical teams and contracted service provider partners. They will lead and support improvement projects as identified by the Quality Department and/or with our Home & Community Care teams and external service provider partners.


The Patient Experience Lead is responsible for assisting with and coordinating activities pertaining to Quality and Risk Management through the development and implementation of related procedures and programs as well the assessment, investigation and management of risks. They will also be responsible for the delivery and evaluation of services related to Infection Prevention and Control by consulting with and providing guidance to employees and service providers to ensure understanding of and compliance with applicable policies and procedures.



Quality
Consults on cases and where necessary, assists Managers and employees to handle and resolve complaints in a timely and effective manner
Serves as the Home and Community Care division's primary point of contact to respond to MPP's offices regarding patient concerns/complaints
Leads the development of the events management process flow
Assists HCCSS with written responses to patients through the development of letter templates and writing
Uses project management skills to lead and/or support the ongoing development of patient safety incident and risk reporting and tracking, including system administration and customization, staff education, process review, report development
Monitors and audits the Champlain Events Learning System with regard to complaints and events to ensure timely investigation, follow-up, and closure of files
Works with the Director and Quality team members to identify opportunities for improvement in patient satisfaction, quality and safe and equitable care by ensuring:
o Compliance with policies, standards, and legal requirements
o Corrective actions are taken to manage identified risk and maximize patient and employee safety
o Investigation of risk situations is conducted and reported
o Risk prevention is maximized
o Ongoing education to staff about complaints and events management
Supports the development of policies and procedures and tools to identify and address areas of risk or concern for patients, service providers, HCCSS staff and the organization as a whole
Identifies and communicates high risk patient events or concerns to the Director in a timely fashion
Identifies and shares research, recommendations, or other information regarding patient relations practices, events reporting, ethics, and quality of care
Works with the Organizational Development team to design and provide training to staff on topics such as customer service, patient relations, and patient's rights and responsibilities, ethics, and quality
Assists in the implementation and maintenance of the organization's risk management program
Supports the facilitation of risk assessment exercises and workshops
Prepares and presents concise oral and written reports on risk management activities
Conducts risk assessments of processes or departments to identify high risk areas and makes recommendations for improvement
Infection Prevention & Control (IPAC)
Ensures compliance with Ministry and HCCSS policy and procedure requirements
Participates in the development and continual updates to Infection Prevention and Control guidelines, policies, directives, and other resource materials
Recommends mitigation strategies to staff and managers based on set IPAC policies, procedures and guidance.
Demonstrates proactive approach to safety and seeks opportunities for improvement by asking questions and making suggestions related to current IPAC policies and procedures
Consultation and follow-up with employees and managers on positive screens and assessment of patient impacts and organization risk
Advise on the appropriate use of personal protective equipment based on set policies and procedures
Participates in the delivery of communications regarding infection prevention and control
Participate in team planning activities for emerging pathogens and pandemics
Experience in project management
Demonstrated knowledge and commitment to continuous quality improvement
Knowledge of risk management principles and tools
Proficiency in complex data analysis and statistical trending
Knowledge of risk and feedback software (i.e. enterprise risk management software, occurrence tracking software)
Knowledge of LHIN operations, quality, risk, and performance management principles
Knowledge of LHIN policies, procedures, strategic direction and goals
Understanding of LHIN partners and contracted service providers in the community
Expert computer skills (MS Office Suite)
Bilingualism, in English and French is required for designated positions; in non-designated positions, French language proficiency is an asset
Builds and maintains effective working relationships with managers and staff to facilitate the spread of quality and risk awareness and culture across the organization
Provides a patient centered, ethics, and quality perspective through participation on assigned committees, work groups, and project teams
Develops and maintains effective relationships with external service providers and supports the management of quality and safety issues that may arise, as required
Builds partnerships with external stakeholders including regional hospitals and community organizations to build community awareness and improve inclusivity and accessibility of Home and Community Care processes
Ability to manage multiple projects within tight deadlines; excellent time management and organizational skills
Purposefully builds partnerships and networks to achieve results
Shift: Monday to Friday; This position is temporary until approximately January 2025


Home and Community Care Support Services Champlain welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in any aspects of the selection process.


Home and Community Care Support Services has implemented a mandatory vaccination policy across the province that requires all staff to be fully vaccinated against COVID-19. Applicants being considered for employment will be required to provide proof of vaccination documentation confidentially to Human Resources upon hire. Any medical or human rights exemption requests will be reviewed and validated prior to an offer of employment. #