Patient Relations Advisor

2 weeks ago

Mississauga, Canada Trillium Health Partners Full time

**Job Description**:
**Position**:Patient Relations Advisor

**File#**:2023-33668

**Status**: Permanent Full Time (1)

**Dept/Program**: Patient Experience Office

**Role Level**:Professional Group (PG 11 441.95-$52.42)

**Site**:Mississauga Hospital (travel amongst all sites as required)

**Posted**: June 26, 2023

**Internal Deadline**:July 03, 2023

Trillium Health Partners (THP) is one of the largest community-based acute care facilities in Canada. Comprised of the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and the Reactivation Center at Humber. Trillium Health Partners serves the growing and diverse populations of Mississauga, West Toronto and surrounding communities and is a teaching hospital affiliated with the University of Toronto.

Our Mission**:A New Kind of Health Care for a Healthier Community**

Our Values**:Compassion, Excellence, Courage**

Our Goals**:Quality, Access, Sustainability**

Our Enablers**:People, Education, Innovation, Research**

When we set out to build our vision and future, we connected with our community - patients, families, visitors, physicians, staff and volunteers. The foundational goals of our new strategic plan - quality, access and sustainability - anchor everything we do. Our mission for a new kind of health care is built on an inter-connected system of care organized around patients - inside and outside the hospital.

At THP, we are relentless in providing high quality, compassionate care to our communities and take great pride in fostering an inclusive and accessible environment and we are all accountable for contributing to a healthy, safe and respectful environment for healing and promoting excellence in patient care though advancing patient and staff safety. If you are passionate about what you do, motivated to improve the health of the community, committed to excellence, quality and patient safety we would like you to join our Better Together team

Position Summary:
Reporting to the Manager of Patient Relations and Language Services within the Office of Patient Experience this position will be working with our program leaders at all sites to implement strategies to improve the patient experience. In this role, you may be the first contact for patients and families with queries, concerns or compliments. You will support staff, formal leaders and physicians to investigate and follow up on complaints and will mediate disagreements between patient/complainant and the respondent. In partnership with other stakeholders, you will identify strategic opportunities for service recovery and quality improvements. You provide support and advice to internal partners based on best practice in People Centred Care.

Specifically, the Patient Relations Advisor performs the following functions:

- Main contact for patients, families and visitors responding to and facilitating resolution of complex or sensitive patient queries, concerns and compliments. Assist in identifying the issues by working with teams to develop action plans for investigation and follow-up.
- Liaise with program leaders - meeting with complainants and setting appropriate expectations.
- Develop and maintain working relationships both internally as well as with external partners.
- Implement People Centred Care approaches that contribute to keeping Trillium Health Partners at the leading edge of service excellence.

Key Qualifications:

- University degree in a health related field with five years related experience including a patient experience role.
- Master’s degree an asset but not required.
- Demonstrated knowledge and skill in the following key patient relations areas - facilitation and mediation, investigating complaints, change management, quality improvement and risk management theory and practice.
- Superior judgment, analytical, problem solving, negotiation and conflict resolution skills in managing complex and sensitive issues.
- Knowledge of the Ontario healthcare system and applicable legislation eg. ECFAA.
- Demonstrated understanding and compliance with confidentiality and privacy requirements.
- Ability to work independently as well as part of a dynamic Patient Experience team.
- Highly effective interpersonal, oral and written communication skills combined with excellent organizational skills.
- Ability to develop and deliver educational programs to help build capacity for skills related to patient experience activities.
- Demonstrated commitment to ongoing professional development and willingness to attend educational events to continue to build skill set required for patient experience activities.

**To pursue this career opportunity, please visit our website**:
- Where these factors are relatively equal seniority shall govern providing the successful applicant._In accordance with the _
- Accessibility for Ontarians with Disabilities Act, 2005_
- and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the r

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