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Patient Care Quality Officer
2 months ago
The salary range for this position is CAD $38.12 - $54.80 / hour.
Job Summary
We are looking for a Full Time Patient Care Quality Officer (PCQO) to join our team in Abbotsford, B.C..
What We're Looking For:
- Qualifications: Bachelor's Degree in a health care profession.
- Experience: At least three (3) years' recent related client relations experience, or an equivalent combination of education, training and experience will also be considered.
This is your opportunity to become a valued member of the dynamic and dedicated Patient Care Quality Office at Fraser Health. Bring your positive energy and dedication to quality in service and care to a role where you are a leader in establishing and maintaining effective relationships with our patients, clients and residents. Respect and trust are key to your success. In this role, you will be reporting to the Managing Consultant, Patient Care Quality Office, and working closely with various Program Executive Directors, Directors, Managers and Medical Directors.
Take the next step and apply so we can continue the conversation with you.
Detailed Overview
Reporting to the Managing Consultant, Patient Care Quality Office, the Patient Care Quality Officer (PCQO) supports the Fraser Health Authority in its focus on establishing and maintaining effective relationships with our patients/clients/residents. The PCQO provides leadership and expert consultation in the identification, management, resolution and education of patient/client/resident issues and works in collaboration with key stakeholders to facilitate resolution of patient/family complaints and to minimize risk exposure/liability claims to the organization. The PCQO ensures that avenues for patient/resident/client feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The PCQO is also responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization. The PCQO works closely with the Quality Improvement Patient Safety Consultants and Integrated Risk Management staff, referring to them all client feedback issues with potential liability or other risks requiring reporting to Health Care Protection Programs.
Responsibilities
- Provides expert support to Executive Directors, Medical and Health Service Directors, and Managers in the management of client feedback activities.
- Fulfills obligations and responsibilities in the context of relevant legislation, regulations and common law.
- Provides advice to the administrative team regarding the management of client feedback issues.
- Ensures timely and effective triaging of complaints and determination of follow up actions.
- Provides consultative services throughout FH on effective complaints management.
- Serves as a liaison between family and the organization.
- Ensures the appropriate referral of issues with potential risk or liability.
- Coordinates conferences between patients/clients/residents and their representatives.
- Assists in the maintenance and development of Fraser Health's client feedback information management system.
- Ensures a coordinated approach to the preparation of periodic or special reports.
- Participates in the development of policies and procedures dealing with complaints management.
- Consults with the Managing Consultant regarding risk management and quality issues.
- Participates in the development, delivery and evaluation of staff education related to client relations.
- Participates in the integration of quality improvement principles.
- Participates in interdisciplinary/interdepartmental and professional meetings as appropriate.
Qualifications
Education and Experience
Bachelor's Degree in a health care profession and three years' recent related client relations experience or an equivalent combination of education, training and experience.
Competencies
Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.
Professional/Technical Capabilities
- Demonstrated knowledge of pertinent laws and legislation.
- Demonstrated knowledge of client relations and quality improvement processes.
- Demonstrated ability to exercise judgement and sensitivity working with complex issues.
- Demonstrated knowledge of health care system issues and functions.
- Demonstrated analytical, problem solving and conflict resolution skills.
- Ability to lead, participate and facilitate inter-disciplinary groups.
- Ability to educate and provide consultation to healthcare professionals.
- Ability to develop, coordinate and deliver educational programs.
- Ability to work effectively with others, including in a multicultural environment.
- Demonstrated ability to communicate effectively both verbally and in writing.
- Demonstrated ability to organize and prioritize workload.
- Ability to operate related equipment.
- Physical ability to carry out the duties of the position.
About Fraser Health
Fraser Health is the heart of health care for over two million people in Metro Vancouver and the Fraser Valley in British Columbia, Canada. We are committed to planetary health and value diversity in the workforce. We strive to maintain an environment of respect, caring and trust.
Together, we are the heart of health care.
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