Patient Relations Specialist

2 weeks ago

London, Canada London Health Sciences Centre Full time

**Posting Period**:
Open: July 26, 2023

Deadline: August 8, 2023

Non-Union

**Department Name**:
Patient Experience

This role will primarily be responsible for addressing concerns regarding Victoria Hospital Emergency Department and inpatient/outpatient mental health. At any given time, Patient Relations Specialists can address concerns from any area in the hospital as they cover for vacation and or sick time.

Working within the framework of People-Centred Care, the Patient Relations Specialist has direct accountability to the Manager of Patient Experience and is responsible for managing patient and care partner concerns/complaints in a respectful, supportive and fair manner. The Patient Relations Specialist receives, reviews, investigates and responds in a timely manner to patient and care partner concerns/complaints about the quality of care and services at LHSC in collaboration with staff and physician leaders. They identify, obtain and review relevant information and documents relating to concerns/complaints, including health records, hospital policies and procedures, and legislation and they mediate and negotiate mutually satisfactory resolutions to concerns/complaints between patients, care partners, staff and physician leaders, and the care team through a fair and objective process.

The Patient Relations Specialist is a resource for patients, care partners, staff/physician leaders and the care team. They support patients and families by answering questions relating to services, policies and procedures and how to access hospital services. They also support hospital staff and leaders, regarding relevant corporate policies and provincial legislation. The Specialist provides consultation and in-the-moment coaching for hospital leaders to assist in responding to concerns/complaints. The Patient Relations Specialist is aware of and complies with all legislation related to complaints and compliment process and interfaces with the Ontario Patient Ombudsman’s Office.

The Patient Relations Specialist practice is guided by the Ontario Patient Ombudsman Fairness Triangle

Regular Full-Time

Rate of Pay: $43.04 per hour - $53.80

Hours of work: 37.5 hours per week

**Qualifications**:

- Successful completion of a Bachelor's Degree in a Health-related field such as Social Work, Psychology, or as acceptable to the hospital
- Completion Conflict Resolution Certification and/or Alternative Dispute Resolution Certificate - Preferred
- Minimum five (5) years of recent relevant experience
- This role manages a diversity of patient and care partner concerns. Experience working in a care setting specific to families, children and women is considered an asset.
- Excellent mediation, conflict resolution and negotiation skills with the ability to negotiate diplomatically with individuals at all levels
- Ability to work effectively and remain composed in a high-pressure environment
- Advanced knowledge of the hospital organization and the health care system
- Good understanding of the health care system (local, provincial, federal) and knowledge of relevant health legislation including Excellent Care for All Act (ECFAA), Freedom of Information and Privacy Protection Act (FIPPA), Personal Health Information Protection Act (PHIPA), Apology Act, etc
- Advanced knowledge and understanding of the Patient Ombudsman Fairness Triangle
- Excellent verbal and written communication skills with the ability to communicate objectively and effectively with patients, staff, physicians and leaders at all levels
- Ability to maintain impartiality, objectivity and diplomacy
- Commitment to support and promote diversity, equity and inclusion in daily interactions with patients, care partners and staff.
- Ability to educate and support adult staff/physicians throughout the hospital in customer service and dealing with challenging situations.
- Strong emotional intelligence and self-awareness
- Proficient Microsoft Office skills, Adverse Event Management System
- Demonstrated practice and commitment to the principles of patient and family centered care
- Demonstrated practice and commitment to patient and staff safety at LHSC
- Demonstrated practice and commitment to LHSC’s Mission, Vision and Values
- Demonstrated ability to attend work on a regular basis

Immunization Requirements:

- Provide vaccination records or proof of immunity against measles, mumps, rubella and varicella (chicken pox), Hepatitis B, Tetanus/ Diphtheria/Polio; Meningitis.
- Provide documentation of the Tuberculosis skin testing (two step) and COVID vaccine series.

As part of the assessment process applicants may be required to complete a written examination or test. Please be advised that a reference check may be conducted as part of the selection process.

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