Customer Service Lead

4 weeks ago

Halifax, Canada Nova Scotia Health Authority Full time
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Req ID: 187826
Location: Central Zone, Halifax Infirmary Robie Street Entrance - QEII
Department: OPCZ Emergency CCH
Type of Employment: PermanentHourly FT (100%) x 1
Management/Non Union Position
Posting Closing Date: 27-Dec-24

Nova Scotia Health is the largest provider of health services in Nova Scotia, with some specialized services also offered to clients throughout Atlantic Canada. We’re on a mission to achieve excellence in health, healing, and learning through working together, which is reflected in the hospitals, health centres, and community-based programs we operate across the province. Our passionate team of professionals provides a variety of high-quality inpatient and outpatient services including academic, tertiary, and quaternary care, as well as continuing care, primary health care, public health, and mental health and addictions. Join a diverse team of innovators, collaborators, and creative thinkers today.

Nova Scotia Health employs professionals in all corners of our beautiful province. The work-life balance that comes with a Nova Scotia Health role means you'll have the time to explore, discover, and participate in that coveted Atlantic lifestyle. p>About the Opportunity

Working closely with the health services manager and physician leadership, the position is to provide leadership and coordination in the planning, development, implementation, and evaluation of quality and patient safety initiatives within the Emergency Department. This includes using data and analytics to monitor trends and identify opportunities for quality improvements; assist with the review of patient safety data; operationalize the implementation of the strategic directions of Emergency Care within Cobequid and the Halifax Infirmary to drive quality improvement initiatives. The position provides oversight for ensuring that defined provincial quality indicators, CAEP recommendations, and accreditation standards are met or exceeded. Additionally, this role is the initial point of contact for the investigation and follow-up of Patient Experience reports (Feedback files) in collaboration with Emergency Department leadership.

  • Baccalaureate degree related to healthcare or quality management and/or equivalent education and experience
  • Minimum 5 years of healthcare experience or management experience, preferably in an emergency care setting
  • Master’s degree in a related or relevant field of study an asset
  • Formal training, education, and/or experience in improvement science, process improvement methodologies, quality management, and patient safety training an asset
  • Demonstrated ability to lead quality improvement discussions and reviews, as well as experience in leading quality improvement initiatives and implementing evidence-based practice
  • Demonstrated judgment and decision-making skills demonstrated through analysis and synthesis, critical thinking & problem solving, systems thinking, and emotional intelligence
  • Demonstrated ability to define a vision and guide individuals and groups toward the vision while maintaining group cohesiveness, motivation, commitment, and effectiveness
  • Project managing skills demonstrated through planning, implementation, monitoring and evaluating
  • Demonstrated ability to build internal and external collaborative relationships
  • Demonstrated skills in change management and leading change
  • Commitment to promoting a culture that supports safety, ethical practice, self-care and employee wellness
  • Solid understanding of Accreditation Canada standards and processes
  • Demonstrated proficiency in Windows applications, particularly Excel, web-based programs, and other computer competencies and software applications

Please ensure your resume is up to date and includes all relevant education, experience, training, and certifications.

Hours
  • Permanent Full-time Position; 75 hours bi-weekly
Compensation and Benefits

$40.19 Hourly

Successful candidates may be eligible for our benefits package which includes health, dental, travel, long-term disability, and life insurance coverage as well as a defined benefit pension plan.
Nova Scotia Health is committed to being a workforce that is free of discrimination, values diversity, and is representative, at all job levels, of the people we serve. We encourage all qualified applicants who self-identify as Indigenous, Black/African Nova Scotian, Persons of Colour, Foreign Nationals/Newcomers, Persons with Disabilities, 2SLGBTQIA+ to apply and self-identify.

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