Patient Relations Advisor

2 months ago

Toronto, Ontario, Canada University Health Network Full time
Company Description

The University Health Network, where "above all else the needs of patients come first", encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, West Park Healthcare Centre and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of "Transforming lives and communities through excellence in care, discovery and learning", the University Health Network (UHN), Canada's largest research teaching hospital, brings together over 19,000 employees, more than 1,250 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

Job Description

Union: Non-Union
Site: Toronto General Hospital
Department: Patient Experience
Reports to: Manager
Hours: 37.5 hours per week
Salary: $ $50.76 per hour
Status: Temporary Full-Time (approx. 18 months)
Closing Date: August 16, 2024

University Health Network (UHN) is looking for an experienced professional to fill the key role of Patient Relations Advisor in our Patient Relations Department.

The Patient Relations Advisor is directly responsible for actively:

  • Resolving complaints and working to ensure that patients and their essential care partners (ECPs) receive fair and equitable treatment, with compassion and respect consistent with existing legislation such as the Excellent Care For All Act, 2010 (ECFAA), Public Hospitals Act, Ontario's Human Rights Code, Health Care and Consent Act and UHN's Patient Declaration of Values.
  • Applying a skilled, thoughtful approach to articulating the needs or concerns of patients and ECPs and presents these to the appropriate UHN staff and leadership in a meaningful way.
  • Utilizing strong communication skills to help patients and ECPs navigate an often complex situation to ensure a supportive resolution process.
  • Ensuring formal documentation of all aspects of each complaint.
  • Partnering with patients, ECPs and staff members across UHN to support an improved patient experience through quality improvement, staff education, patient education, and risk management activities.
  • Representing the patient's voice in communications with many levels of leadership and within committees.
  • Offering consultations to staff on how to manage challenging situations using extensive knowledge of best practices in person centered care and patient experience.
  • Providing health navigation for patients utilizing a broad knowledge of the workings of UHN and the healthcare system.
  • Prioritizing partnerships with UHN programs such as the Indigenous Health Program, Social Medicine, 2SLGBTQIA+ committee and the Accessibility Advisory Committee to improve the patient experience.
  • Interacting with external bodies such as Ontario Health, MPPs offices, representatives from external organizations within the hospital community as well as outside the hospital community, lawyers, and the general public.
Qualifications
  • Five (5) years related experience required and experience working in a hospital environment.
  • Broad experience with facilitation, including individual and team meetings, and the management of difficult conversations.
  • Current knowledge of relevant legislation and best practices in person-centered care and patient experience.
  • Self-motivated with exceptional interpersonal, facilitation, negotiation, and conflict resolution skills.
  • A good listener who possesses the ability to show empathy and compassion.
  • Excellent verbal and written communication/documentation skills.
  • Experience working with patients and ECPs at various stages of illness and emotional states.
  • Ability to recognize and advocate for fair and equitable treatment for all patients and ECPs, and support the inclusion of diverse voices and experiences.
  • Training in and understanding of the challenges faced by equity-deserving groups and individuals with intersecting identities.
  • Excellent critical thinking and problem-solving skills.
  • Experience working in a fast-paced environment and demonstrated ability in effective prioritization of urgent tasks.
  • Experience with identifying process and system issues and advocating for broader resolution.
  • Completion of a recognized baccalaureate degree in a related program required (e.g., health professions, health administration); Masters level preferred.
Additional Information

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

  • Competitive offer packages
  • Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP )
  • Close access to Transit and UHN shuttle service
  • A flexible work environment
  • Opportunities for development and promotions within a large organization
  • Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

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