Patient Experience Specialist
2 weeks ago
**Patient Experience Specialist**
Patient Experience Specialist
Patient Services Administration
Patient Experience Program
Temporary Full Time (8 Months)
Days & Evenings - 8 Hour Shifts (Subject to Change)
Lakeridge Health Oshawa
**Salary**: $37.401 - $50.121 per hour
UNEX 2300002193
This position is open to all qualified applicants throughout Lakeridge Health commencing on August 22, 2023 and closing at 11:59pm on August 29, 2023.
***:
The Patient Experience Specialist provides support to programs, departments and services to ensure that the patient and family experience is aligned with the Lakeridge Health's strategic direction to "provide the best experience for you and your family". The Patient Experience Specialist is accountable for visibly role modeling the values and attributes of staff working in a hospital focused on an outstanding patient and family experience, quality, safety, risk mitigation and, thereby building internal capacity with staff, physicians and volunteers to improve the patient and family experience. The Patient Experience Specialist is a multidimensional role requiring flexibility and priority of time management in a fast paced and changing environment. The Patient Experience Specialist provides timely response and supports the patient, family, staff and physicians in the compliments and complaints process through a compassionate, professional, collaborative and non-judgmental approach.
**DUTIES AND RESPONSIBILITIES**:
- Clearly and concisely documents patient relations inquiries, suggestions, compliments and complaints into the WeCARE electronic feedback management tool;
- Investigates and responds to patient complaints and grievances that may involve hospital staff or physicians;
- Guide leaders and staff in gaining awareness of patients perceptions of the hospital experience and implements effective strategies to improve patient perception of care and reduce complaints;
- Refers patients, families and visitors to appropriate services and resources, and responds personally with innovative solutions when other alternatives are not available;
- Works independently to manage complaint cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or family member, within the established standards and policies, including referrals to and from Risk Management;
- Educates hospital staff about perceptions and concerns expressed by patients (i.e. through rounding, attending program meetings ad hoc and attending huddles ad hoc);
- Provides support for hospital initiatives focused on the patient and family experience;
- Supports the patient, family, staff, physicians and volunteers in the compliment and concern process;
- Collaborates, consults and partners with the Quality Improvement team as required;
- Supports Patient Experience Program projects and initiatives as assigned;
- Performs other duties as assigned by manager;
**QUALIFICATIONS**:
- A minimum of 3 years clinical experience preferred;
- Undergraduate degree preferred;
- Experience in a Patient Relations Role, or customer service role;
- Knowledge in Patient and Family Centred Care principles and concepts;
- Understanding of patient relations;
- Excellent interpersonal skills in negotiation, conflict resolution and consensus building with a participative / consultative style that brings consensus;
- Competent in the use of effective de-escalation strategies;
- Ability to relate effectively with front-line staff and all levels of management, physicians, patients and families;
- Excellent verbal and written communication skills;
- Demonstrated excellent interpersonal, organizational, problem solving, and communication skills;
- Strong critical thinking skills;
- Ability to manage conflict resolution and negotiation at all levels of the organization;
- Effective at building relationships and gaining credibility with stakeholder groups;
- Demonstrated high level of integrity, trust and credibility;
- Self-directed with demonstrated willingness to take initiative and able to deal with multiple stakeholders while managing multiple priorities and workload management;
- Ability to relate to diverse age, cultural, and demographic backgrounds;
- Proficient in Microsoft Office;
- Demonstrates a commitment to customer service when dealing with patients, colleagues, volunteers and other members of the community and public;
- Demonstrated commitment to our core values of Compassion, Innovation, Courage and Trust;
- Demonstrated understanding of and commitment to Lakeridge Health's comprehensive safety program and practices including staff, patient, and environmental safety and participation in regular in-service education in this area; and,
- Demonstrated pattern of good attendance ability to maintain this same standard.
**CONDITIONS OF EMPLOYMENT**:
The terms and conditions of employment are in accordance with Lakeridge Health's policies and procedures.
Lakeridge Health
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