Patient Experience Coordinator-quality Assurance

3 weeks ago

Kitchener, Canada St. Mary’s General Hospital Full time

**Work Type: Temporary Full Time**
- St. Mary’s General Hospital’s renewed vision of ‘Inspiring excellence. Healthier Together’ lays out a plan for growth, and innovation that will keep pace with the community and region that it serves. It also reflects our strong culture and values of compassion, respect, inclusion, integrity, collaboration and innovation that we bring to each interaction with patients and each other within the hospital and extends that commitment to how we will work with our partners across the health system. When you join St. Mary’s, your contribution will make a positive impact to the quality of life for patients and families. You will contribute to our mission: Living the legacy - Compassion. Faith. Discovery. _

New employees must provide documentation/proof of full COVID-19 vaccination status, a 2-step TB screening, as well as proof of immunity to measles, mumps, rubella, and varicella (chickenpox) prior to their start date at St. Mary’s General Hospital. Staff will require clearance from Employee Health and Wellness before they are able to begin any position within SMGH.

**Position Summary**:
The Patient Experience Coordinator collaborates with all members and partners of the organization to ensure the best possible patient and family experience. In partnership with leadership, staff, physicians, patients and families, the Patient Experience Coordinator facilitates the successful resolution of patient concerns and performs service recovery.

A champion for patient and family centered care, the Patient Experience Coordinator assists patients and families navigate the organizations heath care programs and services, and partners with patients, families and the healthcare team to improve care outcomes.

The Patient Experience Coordinator works in partnership with the Patient and Family Advisory Committee to implement the organizations Patient Engagement Strategy.

The Patient Experience Coordinator supports and coordinates quality improvement initiatives that improve outcomes of care which in turn, helps to ensure a good patient experience.

**Position Requirements**:

- Minimum of Baccalaureate Degree in a related health care field
- Additional education in facilitation, alternative dispute resolution, mediation and/or conflict resolution preferred
- Additional education and/or experience in Quality Improvement preferred
- 5-7 years’ experience
- Demonstrated leadership in developing and implementing patient and family centered care strategies
- Extensive knowledge of current legislation governing healthcare facilities (e.g. Personal Health Information Protection Act, Health Care Consent Act, Mental Health Act, the Excellent Care for All Act, etc.)
- Demonstrated ability to work collaboratively with ability to coach and mentor others
- Demonstrated ability to be fair, objective and non-judgmental and handle situations with tact
- Strong investigation/assessment skills
- Self-directed and able to manage multiple priorities
- Ability to handle stress and manage the unpredictable
- Excellent mediation and conflict resolution skills
- Must have superior communication and interpersonal skills
- Excellent organizational skills
- Must maintain privacy and confidentiality at all times
- Commitment to continuous improvement and ability to undertake improvement activities using Lean principles and tools

**Position Responsibilities**:

- **Oversees a robust and comprehensive patient experience program that supports and fosters a culture of patient and family centered care**:

- **Facilitates and assists with the resolution of patient/family concerns in collaboration with leadership, physicians, and other healthcare team members**:

- **Provides support to programs/departments with case reviews, analysis and follow-up of incidents and potential patient safety events**:

- **Coordinates the response to patient experience and safety incidents including supporting clinical and non-clinical teams, liaising with patients/families, conducting investigations and leading system reviews through to the implementation of recommendations**:

- **Supports care team and patient/family in care planning meetings and disclosure discussions**:

- **Manages the complaint and compliment processes and the patient/family feedback database**:

- **Coaches/mentors staff, physicians and volunteers in dealing with difficult situations relating to patients and families**:

- **Identifies and trends systemic issues based on data analysis and brings forward recommendations to programs for improvement**:

- **Coordinates the patient experience survey process**:

- **Coordinates translation services**:

- **Co-Chairs the Patient and Family Advisory Committee**:

- **Participates on hospital committees related to job function (e.g. Ethics, Accessibility)**:

- **This position must manage multiple competing priorities, manage extremes in conflict, and ensure adherence to strict deadlines. Planning is an important

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