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Consultant

3 months ago

Edmonton, Alberta, Canada Alberta Health Services Full time

Your Opportunity:


As a Patient Concerns Consultant (PCC) you will be responsible for receiving, exploring, and responding to patient concerns that are submitted to the Patient Relations Department.

You will be guided by the Alberta Health Services Patient Concerns Resolution Process (PCRP) as per the Patient Concerns Resolution Process Regulation AR 28/2016.

Sources of referral may include the public, patients/families, contracted service providers, Alberta Ombudsman, professional Colleges, Alberta Health & Wellness, PPIC, Office of the Public Guardian, Health Facilities Review Committee, Office of Patient Concerns Officer, and Minister of Health office.

As a PCC your role is to receive, clarify, explore and respond to concerns from patients and family members regarding care received from AHS or contracted service providers of AHS; navigate the patients/families concern by communicating, mediating, and negotiating with all levels of leadership; monitor the review process with the concern initiator and review team; play a key role in establishing, fostering, and managing relationships while facilitating the resolution of complex and sensitive issues; educate and coach patients/families, AHS leadership and external stakeholders on concerns management processes.

In addition you will work to resolve the concern for patient/family and AHS by clarifying the concern with the complainant and the expectation for resolution; assessing and identifying risk to AHS; determining stakeholders who are required to be involved in concerns review; engaging with additional levels of leadership as the concerns review evolves; proposing recommended method of response i.e.

written, verbal and/or patient/family meetings; recommending to the patient/family strategies to have the review information shared with the patient/family following the outcome of the review.


Description:


As a Patient Concerns Consultant (PCC) you will have an advanced clinical knowledge base and proven complex decision-making skills and works collaboratively with physicians and staff across Alberta Health Services as well as the Quality Health Improvement Portfolio, to address patient and family concerns/complaints in a timely, respectful, and appropriate manner.

You will manage clinically diverse, complex and high-risk investigations involving multiple stakeholders and politically sensitive situations. Concerns received may be clinical, ethical, procedural and/or technical in nature.

  • Classification: Consultant
  • Union: Exempt
  • Unit and Program: Patient Relations
  • Primary Location: Edmonton General Hospital
  • Location Details: Eligible to work hybrid (on/off site) within Alberta
  • Negotiable Location: Within Edmonton Zone
  • Employee Class: Regular Full Time
  • FTE: 1.
00

Posting End Date: 09-MAY-2023

Date Available: 19-JUN-2023

  • Hours per Shift: 7.75
  • Length of Shift in weeks: 2
  • Shifts per cycle: 10
  • Shift Pattern: Days
  • Days Off: Saturday/Sunday
  • Minimum Salary: $28.56
  • Maximum Salary: $49.05
  • Vehicle Requirement: Not Applicable

Required Qualifications:


Minimum of Bachelor's degree in health care management or administration, business administration or a related health care field and five years progressively responsible experience in health care in an organization of significant size, complexity and diversity.

Active registration with the applicable professional association or college. Demonstrated clear pattern of professional/personal development. Equivalencies of education and experience may be considered.

Additional Required Qualifications:


Demonstrated both experience and accomplishment in the following areas: Training and /or experience in concerns management processes, conflict management, mediation, ethical decision-making, and disclosure an asset; ability and comfort with decision-making responsibilities, coaching, teaching and the ability to influence and build confidence in others; ability to manage change and create innovative resolutions for complex and diverse issues; ability to foster a climate of cooperation amongst, and build solid relationships with, public agencies, government, boards, committees, and other partners as well as AHS staff and practitioners; ability to interpret and articulate patient concerns including the initiation of multiple responses; mediation, collaboration, negotiation, conflict resolution, and the de-escalation skills; critical thinking, attentiveness and communication skills; patience, empathy & compassion are also valuable assets for success in this role.


Preferred Qualifications:

Master's degree. Health care experience in a clinical, managerial or educational role. Experience and training in dealing with complex issues through mediation, negotiation or in a dispute resolution setting.