Patient & Family Experience Coordinator

3 days ago

Halifax, Canada IWK Health Centre Full time

**Company** : IWK Health**:
**Req ID**:196090
**Department/Program**:Patient & Family Experience Office, Quality, Patient Safety and Patient Experience
**Location**: Halifax
**Type of Employment**:Permanent Hourly PT (60% FTE) x 1 position(s)
**Start Date**: ASAP
**Union Status**: Non-union, Management/Non Union
**Compensation**: $26.9196 **-**$33.6494 /hour
**Closing Date**: January 31, 2025 (Applications are accepted until 23:59 Atlantic Time)

IWK Health is a respected academic health sciences centre located in Halifax, Nova Scotia, providing tertiary and primary care for two million children, youth, adults and families each year across the Atlantic region. We have a team of approximately 4000 employees, physicians, volunteers and learners at sites across Nova Scotia. People build careers with IWK Health with our focus on training and mentorship opportunities. We recognize each other’s talent and celebrate our successes. We collaborate in modern facilities or virtually from home, align our work to our values, and enjoy access to enhanced benefits and wellness programs. We are proud to support our patients, families and communities and are grateful for the generous donor support we receive.

**The Opportunity**:
The Patient & Family Experience Coordinator provides organizational support to enhance People Centered Care for both clinical and non-clinical services within IWK. This includes enhanced partnerships with patients and families, staff, physicians, volunteers and community members.

The Patient & Family Experience Coordinator is self-directed and responsible for coordinating all aspects of the patient and family experience feedback process and various IWK Health patient experience surveys. Identification of issues/risks, feedback, and experience evaluation is used to promote organizational learning to improve people centered care, patient safety, mitigate risks and improve overall quality of care and service. The position will respond to patient & family experience feedback, communicating concerns, suggestions and compliments to the most responsible person(s) for review and follow-up. The position is also responsible for developing, deploying, analyzing and reporting IWK Health experience surveys in an accurate, complete and timely manner. The Patient & Family Experience Coordinator works collaboratively with all IWK Health teams and individually with mínimal supervision. The Patient & Family Experience Coordinator helps to build internal capacity through strong leadership and engagement of patient & families, staff, physicians, learners, and volunteers and to ensure the voice of patients and families is considered essential to improve the overall care experience. In this role, the Patient & Family Experience Coordinator helps to build partnerships with Patient and Family Partners (PFPs), and the Family Leadership Council. Additionally, this role supports organization wide initiatives impacting the care experience including staff engagement, policy development, and compliance with accreditation standards.

**Hours of Work**:
Monday to Friday, Flexible Scheduling, Hybrid Work Environment

**Your Qualifications**:

- Undergraduate university degree in healthcare or a related field from an accredited educational institution or an equivalent amount of education, training, and experience
- Minimum 3-5 years of related work experience with mínimal 2-3 years in a health care setting.
- Excellent knowledge of the healthcare environment.
- Understand Person Centered Care,(PCC),Trauma Informed Care(TIC) & Culturally responsive care and/or have a willingness to attend education sessions to become more familiar with PCC, TIC and cultural humility
- Can listen to the experience of others with empathy and compassion.
- Have excellent judgement and discretion in handling confidential and/or sensitive information.
- Excellent working knowledge of business software (e.g. Microsoft 365 (Edge, Excel, Outlook, OneNote, OneDrive, PowerPoint, Teams)
- Strong communication skills (oral and written)
- Strong attention to detail.
- Strong database management skills and ability to perform data analysis; experience with Meditech, SIMS and REDCap considered assets.

Thank you for your interest in IWK Health.

Please note that we only contact applicants selected for interview/testing. If we invite you to participate in an assessment process (such as an interview or testing) you have the right to request accommodation. Please discuss your needs when invited to the assessment process.

This is a Management/Non Union position. Preference is given to bargaining unit employees for unionized positions. Successful applicants changing unions, bargaining units or employment status, are advised to seek clarification regarding their seniority, benefits, and vacation entitlement and/or usage, prior to accepting the position.

An offer of employment is conditional upon the completion and satisfactory results of all applicable background che

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