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Patient Relations Intake Coordinator

3 months ago

Winnipeg, Manitoba, Canada Pan Am Clinic Full time

Requisition ID:

Position Number:

Posting End Date: Augusy 8, 2024

City: Winnipeg

Employer: Shared Health

Site: Health Sciences Centre

Department / Unit: SH - Patient Relations

Job Stream: Clinical Support

Union: Non Union

Anticipated Start Date: ASAP

FTE: 1.00

Anticipated Shift: Days

Work Arrangement: In Person

Daily Hours Worked: 7.50

Annual Base Hours: 1950

Shared Health leads the planning and coordinates the integration of patient- centered clinical and preventive health services across Manitoba. The organization also delivers some province-wide health services and supports centralized administrative and business functions for Manitoba health organizations.

Position Overview

Reporting to the CNO and under the general direction of the Patient Relations Manager, the incumbent is responsible for effective, efficient, administrative support to the PRO. This position will be the designated initial contact for complaints/compliments.

Main functions include:

  • Managing the complaints database including the collection of complaints data and creating reports.
  • Arranging contact with patients/families related to Critical Incidents (CI).
  • Maintaining confidentiality of all patient data related to patient and database files in accordance with PHIA guidelines.
  • Ensuring availability of information/tools required by Patient Relations Managers for case review.
  • Providing administrative support to staff within the Patient Safety and Quality Department.
  • Monitoring all case files to ensure Patient Relations Managers meet Regional Standards for resolution times.
  • Facilitating and organizing weekly PRO Team Meetings.
Experience
  • Minimum of 3 years in a customer service/patient relations role in a healthcare setting is required.
  • Experience dealing with the public and responding to complaints.
  • Experience working within a multidisciplinary team environment.
  • Experience in maintaining databases and report generation.
Education (Degree/Diploma/Certificate)
  • Complete high school education, Manitoba standards required.
  • Diploma or certificate in healthcare or a related discipline.
  • A combination of education and experience may be considered.
Certification/Licensure/Registration

Not Applicable

Qualifications and Skills
  • Preference will be given to those applicants competent in an Indigenous language and/or knowledge in Indigenous customs, traditions and values.
  • Knowledge of personal computers and proficiency in Microsoft Office including Access, Word, Excel, PowerPoint and Outlook.
  • Advanced knowledge of database software required.
  • Familiarity with patient medical records and understanding of the clinical aspects of care required.
  • General knowledge of HSC and Winnipeg Regional Health Authority (WRHA) policies/procedures/organizational structures required.
  • General knowledge of provincial law/regulations related to The Personal Health Information Act (PHIA), PPICO required.
  • Knowledge of medical terminology required.
  • Knowledge of the Health Sciences Centre's (HSC's) processes preferred.
  • Proven excellence in interpersonal, oral and written communication.
Physical Requirements
  • Ability to work with minimal direction.
  • Stress is involved when listening to patient concerns.
  • Ongoing contact with upset, angry or demanding patients/families to obtain information regarding their concerns, with minimal supervision from Manager - Patient Relations.
  • Competing priorities in a demanding work environment.

We have a unique ability to work together to make health care better. If you want to make a difference and contribute to supporting the health of your family, friends and neighbours, please apply today.

Interested candidates should select the "Apply" icon below to upload their cover letter, resume and copy of licenses/certification.

This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search), Child Abuse Registry Check and Adult Abuse Registry Check as conditions of employment. The successful candidate will be responsible for any service charges incurred. A security check is considered current if it was obtained no more than six (6) months prior to the start of employment.

Please note that an employee is not permitted to hold two or more positions in Shared Health that combine to equal more than 1.0 FTE.

Shared Health values and supports employment equity and workplace diversity and encourages all qualified individuals to apply. We thank all applicants but only those selected for an interview will be contacted.

We welcome applications from people with disabilities. Accommodations are available upon request during the assessment and selection process.